Customer Service Policies
HIGHER NATIONAL DIPLOMA IN
HOSPITALITY MANAGEMENT
CUSTOMER SERVICE
Submitted by
Florentina Mihaela Badea
ID Number: 21056
TABLE OF CONTENTS :
1) Customer Service Policy...................................................................... 2) Reasons for Customer Service Policy............................................... 3) Conclusion.................................................................................................. 4) References..................................................................................................
Customer Service policy
Research has indicated that there are a number of areas of customer service that are a priority for people. In particular, delivery, timeliness, information, professionalism and staff attitude are deemed important. Aspects of these key areas include a prompt initial contact with the customer and the ability to keep to agreed timescales, provision of accurate and detailed information with regular development updates, keeping promises and dealing with problems and issues in a professional and timely manner. Throughout all contact with customers, staff should aim to meet their needs through professional, courteous and efficient service. Staff will: * treat all customers with respect and courtesy; * listen to what customers have to say; * personalise service to the needs and circumstances of each service user where practical; * always do what they say they are going to do, or update the appropriate people promptly if things change, offering an explanation for the change; * respond to enquiries promptly and efficiently; * consult customers about their service needs
Customer service is an organization 's ability to supply their customers ' wants and needs. Excellent customer service is the ability of an
HOSPITALITY MANAGEMENT
CUSTOMER SERVICE
Submitted by
Florentina Mihaela Badea
ID Number: 21056
TABLE OF CONTENTS :
1) Customer Service Policy...................................................................... 2) Reasons for Customer Service Policy............................................... 3) Conclusion.................................................................................................. 4) References..................................................................................................
Customer Service policy
Research has indicated that there are a number of areas of customer service that are a priority for people. In particular, delivery, timeliness, information, professionalism and staff attitude are deemed important. Aspects of these key areas include a prompt initial contact with the customer and the ability to keep to agreed timescales, provision of accurate and detailed information with regular development updates, keeping promises and dealing with problems and issues in a professional and timely manner. Throughout all contact with customers, staff should aim to meet their needs through professional, courteous and efficient service. Staff will: * treat all customers with respect and courtesy; * listen to what customers have to say; * personalise service to the needs and circumstances of each service user where practical; * always do what they say they are going to do, or update the appropriate people promptly if things change, offering an explanation for the change; * respond to enquiries promptly and efficiently; * consult customers about their service needs
Customer service is an organization 's ability to supply their customers ' wants and needs. Excellent customer service is the ability of an