Fetac Level 5 Customer Service Po2

NAME: Gemma Steedman

TEST TITLE: Customer Service Measurement and Regulation

TEST: PO2

TUTOR: Loretto Barczynski

SUBMISSION DATE: 15 - 08 - 13

CUSTOMER SERVICE MEASUREMENT & REGULATING - BENCHMARKING 1. A Brief Overview; Tourism

The D Hotel
The award-winning d hotel is a luxury 4 star hotel in Drogheda Co. Louth Ireland is located on the banks of the historic River Boyne. This impressive waterfront location includes the Scotch Hall shopping complex and a purpose built pedestrian bridge to the town centre with its many traditional pubs and restaurants.
The hotel offers 104 superb bedrooms designed for guest comfort and relaxation, many with superb views over the river and town. They have two penthouse suites known as the light and dark rooms offering luxury at its finest, ideal for special occasions.

The Westcourt Hotel
The Westcourt Hotel has been transformed into the hippest & liveliest luxury designer hotel in the region. After a major refurbishment in 2011, the Westcourt Hotel now attains the status as the most popular hotel in Drogheda. The inviting exterior is that of sophistication and city reminiscence. Located in the very heart of Drogheda it comprises of 27 tastefully decorated bedrooms all of different configurations, flat screen televisions with cable channels and high speed internet access. The aim of the Westcourt Hotel is to make your stay one of comfort, enjoyment and relaxation.

2. Summary/Evaluation

| The D Hotel | The Westcourt Hotel | Organisation/Business Image | The image I got of the D Hotel was that it is a very middle of the road hotel. The décor is standard and not very up-market. It is clean and tidy and felt very welcoming, making me want to stay there. | The image I got of the Westcourt Hotel was that It is very up-market, the lobby is spotlessly clean and the décor is very high end. I think that the business image is better than that of the D Hotel. | Personal Presentation of Employees | The sales associate was wearing a black t-shirt and black trousers; I felt that she was well presented with regards to her hair and make-up; however her trousers were about six inches too long and dirty at the ends from dragging on the ground. | The sales associate was dressed in a black suit with a white shirt and no name tag. She was very well presented with minimal make-up and nicely groomed hair. The presentation of the staff is much better than that of the D Hotel. | Interpersonal Skills of Individual(s) Dealt With | I think the sales associate was very good at her job; she was polite and welcoming and made me feel like a valued customer. Her interpersonal skills were 100% better than those of the staff at the Westcourt Hotel. | The sales associate didn’t do very well and I think she should consider another career path. She was impolite to me and seemed exasperated with my questions. She could improve on her manners towards customers. | Effective Handling of Enquiry | The sales associate was very efficient in handling my enquiry as she had a very good knowledge of the deals available to me. She was much more effective at handling my enquiry than the employee at the Westcourt Hotel. | The sales associate wasn’t very efficient in handling my enquiry she made me feel like I was bothering her with stupid questions. | Ability of Employee to Present Information Accurately | The sales associate was brilliant she went through everything with me and explained what each price included making sure I knew what I was getting for my money. She was much better than the employee at the Westcourt Hotel. | Although I did eventually get the information I required the sales associate didn’t present it to me accurately as she just scribbled some generic prices down onto a scrap of paper and thrust it into my hand before dismissing me. | Overall Comment of Efficiency and Customer Service Delivered by the Organisations/Business | The only things that I found wrong were the fact that her trousers were far too long and she never offered me her name. Other than that it was a very good experience. My experience was much better than the one I had at the Westcourt Hotel. | The experience made me feel like the hotel didn’t want me as a customer because I wouldn’t fit their usual clientele, the sales associate was un-friendly and rude and it made me not want to stay in the hotel. |

3. Recommendations on Improving Customer Service

The Only way I think that the D Hotel can improve on their customer service is to make sure that employees make the customers aware of their name so that they don’t have to ask for it and to also make sure that employees are dressed in a more professional manner with correctly tailored clothing.
With regards to The Westcourt Hotel I think they should do everything differently because it was a really bad experience. They need to monitor their employees to see how the customers are being treated and could do with a complete customer services over-haul.

CUSTOMER SERVICE MEASUREMENT & REGULATION – CONSUMER PROTECTION

The National Consumer Agency (NCA)

Who they protect
The NCA is responsible for the enforcement of a wide range of consumer legislation including all enforcement aspects of the work previously carried out by the office of the Director of Consumer Affairs (ODCA).
They represent the voice of the consumer, defending consumer interests at the highest levels of national and local decision-making. They provide consumers with information about consumer rights and personal finance. They provide people with useful tools and information to help them get the most from their money and help you them smart decisions.
They have responsibility for market surveillance in respect of the safety of a wide range of non-food consumer products. Their roles in relation to product safety include enforcing product safety legislation, investigating complaints about unsafe products, carrying out surveillance activities, alerting consumers about unsafe products, advising manufacturers, suppliers, retailers and their representative bodies about their responsibilities and managing Ireland’s input to the EU product safety rapid alert system, RAPEX

How They Operate
The legislation underpinning the Agency, the Consumer Protection Act 2007, marks the biggest reform of consumer legislation in 30 years and equips Ireland with some of the strongest and most modern consumer protection law in the world.
This Act updates and modernises consumer law. It provides for significantly greater protection for consumers with the availability of additional and powerful enforcement options and it also provides for significant penalties for businesses found guilty of offences.
New enforcement tools available to the NCA under this legislation include: * Prohibition notices * Undertakings from traders * Compliance notices * On-the-spot fines for offences relating to price display, and * The ability to "name and shame" non-compliant traders
The Consumer Protection List records the enforcement actions taken by the Agency under the Consumer Protection Act. In addition, we also have the power to take prosecutions against non-compliant traders.

Legislation
THE CONSUMER PROTECTION ACT 2007 an act to give effect to the unfair commercial practices directive (DIRECTIVE NO. 2005/29/EC OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL OF 11 MAY 2005), to establish a body to be known as AN GHNI´ OMHAIREACHT NA´ ISIU´ NTA TOMHALTO´ IRI´ or, in the English language, THE NATIONAL CONSUMER AGENCY and to define its functions, to make new provisions in relation to pyramid selling schemes, to amend the Industrial Development Act 1993 and to provide for related matters. [21st April, 2007] http://www.irishstatutebook.ie/pdf/2007/en.act.2007.0019.pdf How to make a complaint
Some key points to remember when making a complaint are: * Know your rights * Stand up for these rights - be assertive without being aggressive * Always try to stay calm and polite, even if you are angry * Keep notes and documentation to back up your complaint
If you bought something in another EU country, whether online or while on holidays, and something goes wrong, contact the European Consumer Centre Ireland. This organisation gives free and confidential information on consumer rights in the EU, and helps consumers with cross-border disputes.

Their Limitations
When making a claim there are certain limitations for example the claim cannot be one in relation to an agreement to which the Consumer Credit Act 1995 applies. The Consumer Credit Act applies to hire purchase agreements, loans and credit cards, for example.
The small claims process doesn't deal with debts, personal injuries or breaches of leasing agreements. It also does not deal with most claims that are about private rental properties - except those mention above. Claims about most private rented properties are handled by the Private Residential Tenancies Board.

The Small Claims Court

Who they protect
The aim of the Small Claims Court procedure is to provide an inexpensive, fast and easy way for consumers to resolve disputes without the need to employ a solicitor. The Small Claims service is provided in your local District Court office. The procedure can be used to resolve consumer complaints. Certain other types of disputes are also eligible. Since January 2010, businesses can make claims against other businesses. The claim cannot exceed €2,000. Small claims court offers ordinary people the chance to resolve small disputes at a low cost and without a lot of complication. With a little education, you can represent yourself from start to finish in small claims court.

How They Operate
Small claims court often is considered to be the "people's" court. It serves as a vehicle for resolving disputes involving two or more individuals, or for individuals filing claims against businesses. Parties bringing a dispute to small claims court do not need legal representation. The court does not provide an avenue for appeal. All decisions are final.
Claims cannot exceed €2,000. Claims handled in small claims court include medical bills to cover personal injuries, breaking a written or oral agreement or property damage. Small claims court does not hear arguments involving damages exceeding €2,000, or ones pertaining to defamation of character or the belittling of another person.
If the defendant fails to appear, the court rules in favour of the plaintiff. If the plaintiff is a no-show, the defendant can petition the court to rule in her favour.

Legislation
CONSUMER CREDIT ACT 1995 an act to revise and extend the law relating to consumer credit, hire- purchase, hiring and moneylending and to enable effect to be given to council directive [DIRECTIVE NO. 87/102/EEC OF 22 DECEMBER, 1986, AS AMENDED BY COUNCIL DIRECTIVE NO. 90/88/EEC OF 22 FEBRUARY, 1990] and for those purposes to repeal the Hire-Purchase Act , 1946 to 1980, and the Moneylenders Acts, 1900 to 1989, and to repeal and amend certain provisions of the Sale of Goods and Supply of Services Act, 1980, to provide that the director of consumer affairs shall monitor all customer charges by credit institutions and for that purpose to repeal section 28 of the central bank act, 1989, to provide for the amendment and extension of the Pawnbrokers Act, 1964, to provide for the amendment and extension of Section 9 of the Consumer Information Act, 1978, and to provide for connected matters. [31st July, 1995] http://www.irishstatutebook.ie/1995/en/act/pub/0024/print.html How to make a complaint
To make a claim contact the District Court Office in the area where: * the respondent lives or carries on business * the contract was made * In the case of damage to property, where the damage took place.
The Small Claims Registrar will provide you with the application form or you can download it online. The fee for making a small claim is €25. The completed application form together with the fee of €25 should be lodged with the Small Claims Registrar.
If your claim is disputed the Small Claims Registrar receives a notice from the respondent disputing your claim or making a counterclaim against you, the registrar will contact you and let you have a copy of the respondent's answer.
The registrar may interview and negotiate with both parties to try to reach an agreement.
If your claim is not disputed and the respondent admits your claim he/she is required to notify the registrar's office by returning a Notice of Acceptance of Liability form. If the respondent does not reply, the claim will be automatically treated as undisputed.
The District Court will then make an order in your favour (without you having to attend court) for the amount claimed, and direct that it be paid within a short specific period of time.
The District Court Clerk, called the Small Claims Registrar, processes small claims.
Where possible, the registrar will negotiate a settlement without the need for a court hearing. If the matter cannot be settled the registrar will bring your claim before the District Court.

Their Limitations
Claims in respect of other matters relating to rented accommodation must be brought to the Private Residential Tenancies Board [PRTB]
Excluded from the small claims procedure are claims arising from: * a hire-purchase agreement * a breach of a leasing agreement * debts

CUSTOMER SERVICE MEASUREMENT & REGULATION – CUSTOMER COMPLAINTS POLICY
Cray Cray Drivers Ireland Limited (Call Centre)

These procedures are operated by Cray Cray Drivers Ireland Limited in relation to its insurance and investment business services provided under the Investment Intermediaries Act, 1995.
Our objectives
• To address reported customer dissatisfaction quickly, courteously and effectively
• To ensure a fair and equitable resolution to any complaint
• To retain customer confidence and respect
• To demonstrate, promote and preserve the Cray Cray Drivers values: 'Integrity, Progressiveness, Performance and Teamwork'
• Where appropriate, to update our procedures to avoid any re-occurrence of the problems
• To endeavour to achieve a situation where our customer feels we have properly addressed the complaint but if any dissatisfaction remains, ensure the customer is notified of the right to refer the matter to the Financial Services Ombudsman Bureau.

Cray Cray Drivers welcomes all complaints. We endeavour to do our upmost to resolve your complaint as efficiently and effectively as possible. Our complaint handling procedure will outline what we do in the event of a complaint.

Complaints procedures 1. Cray Cray Drivers Ireland Limited will establish and maintain a complaints file for each formal complaint together with a full record and all details pertinent to the investigation of the complaint. All complaint records will be kept for 6 years and the files periodically audited by the appointed Compliance Manager. 2. Where a complaint is received by Cray Cray Drivers Ireland Limited, the company will record the details of this complaint and issue an acknowledgement letter within 5 business days of receipt. 3. Cray Cray Drivers Ireland Limited will investigate the complaint as quickly as possible and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of not more than 20 business days. 4. Within 5 days of the conclusion of the company's investigation of the complaint, the company will send a written report of the outcome of its investigation. This report shall include, if applicable, an explanation of the terms of any offer that Cray Cray Drivers Ireland Limited is prepared to make in settlement of the complaint. 5. If the complainant expresses dissatisfaction with the outcome of the investigation or the complaint has not been resolved within 8 weeks of receipt, Cray Cray Drivers Ireland Limited will write to the Complainant advising them of the anticipated time frame for resolution of the complaint and the arrangements for referral to the Financial Services Ombudsman Bureau.