Qcf Unit 4 Customer Service
PROGRAMME
Edexcel BTEC level 4 and 5 Higher National in Hospitality Management
CODE
QCF Level 4 (J/601/1790)
MODULE/ UNIT
Customer service (Unit 4)
MODULE LEADER/ LECTURER
CHIKA UGOJI
Submitted by: LUQMON ROTIMI JINADU
ID Number: 20894
Submitted date: 05/03/2013
Table of Contents:
Introduction--------------------------------------------------------------------------pg.3
Task 1---------------------------------------------------------------------------------Pg.3
1.2------------------------------------------------------------------------------------ pg.4
2.2------------------------------------------------------------------------------------ pg.6
3.1 ----------------------------------------------------------------------------------- …show more content…
pg.7
3.2 ----------------------------------------------------------------------------------- pg.8
4.2 ---------------------------------------------------------------------------------- pg.11
Conclusion------------------------------------------------------------------------ pg.12
Bibliography--------------------------------------------------------------------- pg.13
Introduction of customer services
Customer service is the sum-total of what an organization does to meet customers’ expectations and produce a customer satisfaction. This is a provision of services to customers in the process and lead up when making a purchase. It is based on skills and activities designed to up lift the level of customer satisfaction that is, the feelings that a product has met exactly what the customer wants/ needs.
Task 1
According to Turban et-al (2002) "customer service is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation". It is also providing everyone who is in need of your service with a solution or a satisfactory answer that will ensure the satisfaction while protecting your personal ethnics and value, and to achieving customer’s loyalty. The CBI director - General John Cridland called on British businesses to put customer service at the heart of their strategy to build confidence and long term recovery. Speaking at the 5th AGM of the institute of customer services, John Cridland said, "Customers want to deal with organizations they can trust to keep their promises. The organization who will achieve long - term sources are those that put the customers experience at the heart of their strategic and operation" (AGM, 2012).
Customer service is the single most important aspect of any call center organization. Whether its purpose is sales or help desk support, and whether its focus is in bond, out bond or a combination of both customer service is the corner stone of any company 's philosophy, which states "quality can never be made up for in quantity" (Passell, 2008).
"We understand that excellent customer service increase customer loyalty which then boosts profitability and driven growth" (Ford, 1998). Laurence Hatch states that, "the drive of terrific, mind-blowing 'no excuses ' customer service actually derives personal satisfaction from being impeded, disadvantaged, rushed stressed, and even embarrassed" (Hatch, 2007). Finally Sharon Burton talks about quality in customer servicing as she talks on customer servicing in being "timed delivery, great service, strong support, a representative able to work with all types of customers, and the catalyst extending to repeat businesses and referral (Burton, 2007).
1.2 Customer service policy and details:
Throughout all contact with customers, staff should aim to meet their needs through professionals, courteous and efficiency services. Customers should be advised how long a service should take to achieve the expected outcomes. If a delay occurs the customers should be advised and staff should take action to overcome any possible delay. Staff should always be trained on a regular basis as difficulties arise in order to edge out competitors and gain the full trust of customers.
These are the customer service policies that should be included in the manual:
Reservation policy
Refund policy
Promotion policy
Complaints policy
Health and safety policy
This explains each of the polices for a hotel:
The above policies can be applied in the hotel below.
L.R.J HOTEL SERVICES POLICY DETAILS
Reservation- This is to say that any reservation/ rooms booked in advance will be reserved for only 24hrs for full payment to be made by credit card.
Check-in - All guests will have to show valid identification before being allowed to check in and allocated to rooms.
Refund- Refunds can only be made, if notified, within 24hrs before check-in.
Complaints- Complaints can be made to hotel manager or staffs who is Well trained in dealing with the situation in a professional manner.
Promotion- Promotions can only be accepted according to the offer on a coupon or voucher. The value on these coupon/ voucher …show more content…
can not be redeemed for cash.
Lost and found- Any items that are found in guest room will only be kept for a minimum of 3 months before being disposed of.
Reason for using customer service policy in staff training will help the business more effectively as it goes along. It will also benefit the customer in having a positive view about the reception and attention received by staff which they portray in everyday life of events in the business. The training will also help by edging out other competitors in similar businesses, as the customer would feel to return to the location again. Issuing the idea of introducing customer service policy in staff training would be ideal to show maximum strengths in how to deal with customers in the right manner.
Reflective summary for task 2.2 (group work)
Communication is simply a system by which you can call mutual communication system of understanding between human-being to human-being, animal to animal. This communication also interwove between human-bean and animal. This is communication in-general.
In this task 2, we were ask to make a presentation on communication with a group of five student and our task is to present,
Verbal communication system
Non-verbal communication system
Written communication system
Coming together as group was not an easy task, put our aim to get the presentation right in other to earn an higher mark as possible, after our first meeting I was chosen to do the presentation were I have to talk about communication I general. I will do agreed that it is the first experience of some of us in this aspect of leaning.
My reflection on my performance is that I was full of confidence but when I was about to start, reality of nervousness set in for about 5sec I was totally blind-out, after that I compose myself and give an account of what communication was all about, this give the courage to members of my group to also give good account of their part, to the best of their ability. After the presentation we all agreed that practice make perfect, if we have the opportunity to re-present, we all believe we can do better than that.
Some members of my group adopted the habit of reading out there topic rather than elaborate on the power point, another member was camera shy, I will agree that facing crowd of audience to make a presentation as not been easy, because you do not want to make too much mistake and carry the audience along as good as possible.
During my performance I also carry our lecturer along by simply asking her “chika who are you” and she responded with non-verbal communication which I assume she says I do not know, this reflect that we all did a performing act with each of the topic by every member of the group, and there is a proverb we all have in mind, that says “With-out communicating there will be no communication”.
LO3
3.1 Sources of information on customer requirements and satisfaction levels.
Customer information is the process of which identifying, improving and satisfying customer’s needs. This involves an accurate keeping of database on information system which involves billing of customers records. These customer sources of information are
Staff: It is always very important to make your employee happy because they are the one who faces your customer/consumer daily in the organisations, if your staff are happy in the organisation then they will make sure the customers are also happy, and this will also create confidence in the staff to deliver excellent service. Well trained staff in a hotel business will try as much as possible to meet the expectation of the customers. Training and re-training of staff is also important, this will make them up to date with new process and functions that will improve the quality of staffs in an ability to deliver good service to the customers. Happiness of staffs also include awarding badges to staff that have carried out their duties in a good manner according to specification and improvement. This is a system whereby saying thanks you to the staff.
Customer Record: This is simply called record of information about a business. These records are valuable to any organisation because it includes the sales records or services including positive and negative activities in an organisation. This record will always help in improving activities in the business.
Past Information: This is information whereby information about past records kept as a spare sheet which will comprises of companies name and contacts. Some organisation will install something much more sophisticated for e.g. customer relationship management (RCM) this will help in tracking and analysing customer data as your business grows. CRM is not only for big businesses it is also deigned, for small companies too.
Management: the management of an organisation must meet their staffs regularly, in order to discuss their internal information and compare it with current situation in the organisation, any external information which is been looked into and is useful for the organisation, this information will have to be related and useful to the business e.g. environmental legislation, health and safety regulation.
This data of information comes from many sources, and the ones we will be looking into are
Internal: This is a variety of business analysis that produces the technical aspect of a management plane and decision making-aspect this includes the business employees and management, this also keeps details of transaction in the business, which has been recorded in the past and may be used as the bases of planning for the future purposes. This include survey, information collected from training officers, this information also includes pay roll records, work load report and form of organisation chart. This will also include information about an organisation which includes data focus groups and exit survey.
External: this is an information gather from other business details and information that comes from multiple sources to be used in the organisations this includes public and from top party business information.
This information also comes from friends, article, vendors and internal sources. All this information can also be called copy catting. Information that are been gathered through television or radio media. The most affective external information is by looking into similar establishment in the same category who have been successful in their decision making and who are probably doing better than theirs. External information can also be gathered in between staffs. Asking them about what they think about other organisation similar to them that made them successful this is by asking them indirectly to spy or gather information about third party business that will be useful for their business.
In any business training and retraining is one of the key aspects to successes this will boost staff confidence and enable them to be more confident about what they are doing so far as its been carried out according to specification. This will develop the confident of staff and improve their performance. Once this is achieved to the highest standard, customers will be more than happy about the service of the hotel/business. This will encourage and motivate the customers to patronise them again. Happy customers will always return and recommend the hospitality they enjoy in the hotel to
other people.
3.2 Investigate customer requirements and expectations in a hotel.
Introduction
From time to time there is always people traveling from one destination to another, country or continent either for business, holiday, or for other purposes in this aspect people needs a place to stay, because they are far away from home, this is where hotel comes in to the hospitality of this industries by this hotel which is the major player in this business, have the task of producing quality service in other to satisfy customer needs.
According to Nigel Hill et-al (2003) the success of your business is underpinned by competitiveness and profitability both of which are maximise in the long run by doing best what matters most to customers.
Most customer expect there hotel to be well up to standard with quality environment and highly rated, depending on the customers choose of ratting eg 3*** to 5***** or more luxurious hotel depending on how much you have to spend. This are some of what have identify as what to have in an hotel to satisfy customers need in other to satisfy them. And my research will be based on primary and secondary data.
Primary research: This is a research were-by market is been investigate by identifying and targeting the real customer either by oral or in writing, this will be the hotel conducting the research them self or contracting the whole concept out to company that specialist in conducting survey and research, either this method do not come cheap, because researchers will have to be on ground, all data have to be collated and investigated to the full ability and come out with a result that will produce answers. In the process of conducting this research the interviewee will have to be attracted with gift or some sort of discount for them to be attracted to take part in the research.
Secondary research: This research is less expensive compare to the primary research, this is a method of where-by the research have already been done by some-one else or is been obtained from the library or previous studies and findings, such as report press articles and previous market research projects in other to come to a conclusion, this type of research can be old and out of date therefore the result of the analyses may be inaccurate and less advantage to the company or organisation.
In other to satisfy customers, and make them happy in other for them to patronise you again, I have identify the following.
Atmosphere and Appearance: this is a way whereby the hotel has to be in a good location with some modernised atmosphere, the inner part of the hotel has to look well coming, staff must be well presented with a good attracted uniform and a welcoming smile from them, all surroundings in the lobby area must be well presented. Good low music, aquarium with some gold fish or other familiar aquatic species, porter must be available to help with luggage’s. This should go along with good service words e.g. “may I help you?”, “is there any other thing I can help you with?” thank you and please must be adequate in words.
Assurance: customers must be advised that they are up to date with government regulation in terms of health and safety, fire exit location is highly visible and all exits are cleared of obstruction.
Reliability: accurate data of booking is up to date and standard, because customers do not like to prove themselves twice before their booking is been confirmed after producing booking reference number. Rooms must not be over booked whereby customers who have already booked will be turned away, although in a reliable situation whereby mistakes can occur; there should be an alternative answer in resolving the situation as quickly as possible. By this, hotels have been advised to always have an up to date auto base system. In order not to embarrass them and whereby make customers unhappy.
Security: every aspect of security including CCTV must be well equipped, and security guards must be visible in their uniform. Customers must also be advised how secure their hotel is, this most also be demonstrate the just and property will be well look after.
During my investigation, i noticed that customers are not satisfied with some situations in the hotel, I here-by recommend that the following suggestion should be put in to consideration for improvement. These are the things that customers are not happy with and in-other to satisfy them this have to be implemented.
Different culture: The hotel has not considered other ethnic groups, in time of language barrier, cultural and religion believes.
Special needs: There are no disable signs in place; asses in to the hotel only provide stairs.
Under influence: The availability of alcohol and medicine (this are the ones you can buy with-out prescription) this are things that are not been monitored and is out of site of the hotel staffs, which is available in the vending machines.
Elderly needs: None of the bathroom is suitable for elderly people and need up-grading.
Children care: There is no facility for children, all rooms that are been provided for family with children, all this rooms are fitted with double beds.
Self-service: The customers complain about non availability of vending machines for snacks and beverages after the restaurant and bar have been closed and no room service is available.
Feedback and suggestion box: Customers are never been ask about how they feel about their stay in the hotel, no suggestion box is available or visible.
Consultation: This is a where customers can become involve in influencing and shaping service development.
Dissatisfy customers: There are dissatisfy customer, and there is no way for them to express their views and dissatisfaction.
Satisfied: Customers are the primary and lifeline of a business, without them there is no business to patronise.
LO4.2 (Task 4)
Review on own performance for customer service delivery. 4.2
It is always essential and important for any business organisation to deliver a good customer service, in order to make your customers happy and of make them feel welcoming, any customer who is not happy about an organisation approach or service delivered is likely not to patronise that business or make a bad recommendation about their service. my performance about good and bad customer service is worth, that I will be talking about.
Good customer service
During my performance about good customer service I take account about personal experience and what I have always been observing in day to day activities in hotel reservation, every aspect about my performance in good customer service is the right steps of making a reservation through telephone services in an hotel business. I even went to the level of finding all aspect of benefit to the customer by offering the customer 20% discount. This is not automatic but it is for new customers that are patronising the hotel for the 1st time. The good customer service that I have shown is to follow step by step training in terms of telephone reservation. The word please and thank you has been used appropriately.
Bad customer service
Bad customer service is never been meant for customers to be happy or to make a good recommendation about the bad service been rendered to them as a customer. By this customers will stay away and by not patronising that hotel then customers are been lost, profit will be lost and that company can be made bankrupt been to none profit making. The performance also shows how rudely the customer service attendant has been. He is even drinking while attending to customers on the phone; he also puts them on hold unnecessary. The hotel policy enables the customer to make payment on reservation on credit cards, which the hotel staffs is not offering there is also 20% discount to new customers but as a bad customer service was been rendered he never even asked or checked weather that customer is patronising them for the first time. This performance of bad customer service will definitely reflect on non-money making.
My performance has demonstrated on how important good customer service is in an hotel reservation, and bad customer service will not promote good images of the hotel or business.
Conclusion
In summary there is a proverb that says customers are always right. This is the more reason why customer service has to be the principle of an organization in the field of hospitality management to ensure that customers are always satisfied with the service provided. It also shows when looking at it as a whole, that customers should have the first and best choice of satisfaction because they are the lifeline of the business. Therefore with customer service policy, organizations tend to achieve optimum recognition when receiving feedback from old customers that may benefit for new customers. By training, and re-training staff regularly through the year, it will always benefit the business.
Bibliography:
B. Hays (2008) Measuring customer satisfaction and loyalty, Library of congress 3rd edition
C. Hatch (2007). The keys to terrific customer service. TCR press 3rd edition.
C. Ugoji, (2013) Customer service, hand-out Mont Rose College of management & science
L Ford, (1998). Case studies and strategies 'customer service best practices '. HRD press
N. Hill et-al, (2003) How to measure customer satisfaction, Gower publisher ltd 2nd edition
O. Richard, (2010) Satisfaction (a behavioral perspective on customer), Quality press 2nd edition
R Passell, (2008). Thomas south-western 'the world of customer service ' 2nd edition.S Burton (2007). Quality customer service 'Rekindling the art of service to customers. 2nd edition (LuLu publications).Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall.Internet sources:
Leon Paternoster, July 2012. 15th AGM of the institute of customer service. Available at: http://www.instituteofcustomerservice.com assessed on 11/02/13 http://www.customersatisfactionuk.com/Customer-Satisfaction.html?gclid=CMWtvc_OwbYCFVMRtAodMj0AVw assessed 02/04/2013
http://www.foresee.com/products/satisfaction-analytics.shtml?utm_source=Bing&utm_medium=ib_ppc&utm_term=customer%2Bexperience%2Bsatisfaction&utm_content=lens%2Bof%2Bsatisfaction&utm_campaign=IB_Satisfaction_Analysis# assessed 02/04/2013
Edexcel BTEC level 4 and 5 Higher National in Hospitality Management
CODE
QCF Level 4 (J/601/1790)
MODULE/ UNIT
Customer service (Unit 4)
MODULE LEADER/ LECTURER
CHIKA UGOJI
Submitted by: LUQMON ROTIMI JINADU
ID Number: 20894
Submitted date: 05/03/2013
Table of Contents:
Introduction--------------------------------------------------------------------------pg.3
Task 1---------------------------------------------------------------------------------Pg.3
1.2------------------------------------------------------------------------------------ pg.4
2.2------------------------------------------------------------------------------------ pg.6
3.1 ----------------------------------------------------------------------------------- …show more content…
pg.7
3.2 ----------------------------------------------------------------------------------- pg.8
4.2 ---------------------------------------------------------------------------------- pg.11
Conclusion------------------------------------------------------------------------ pg.12
Bibliography--------------------------------------------------------------------- pg.13
Introduction of customer services
Customer service is the sum-total of what an organization does to meet customers’ expectations and produce a customer satisfaction. This is a provision of services to customers in the process and lead up when making a purchase. It is based on skills and activities designed to up lift the level of customer satisfaction that is, the feelings that a product has met exactly what the customer wants/ needs.
Task 1
According to Turban et-al (2002) "customer service is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation". It is also providing everyone who is in need of your service with a solution or a satisfactory answer that will ensure the satisfaction while protecting your personal ethnics and value, and to achieving customer’s loyalty. The CBI director - General John Cridland called on British businesses to put customer service at the heart of their strategy to build confidence and long term recovery. Speaking at the 5th AGM of the institute of customer services, John Cridland said, "Customers want to deal with organizations they can trust to keep their promises. The organization who will achieve long - term sources are those that put the customers experience at the heart of their strategic and operation" (AGM, 2012).
Customer service is the single most important aspect of any call center organization. Whether its purpose is sales or help desk support, and whether its focus is in bond, out bond or a combination of both customer service is the corner stone of any company 's philosophy, which states "quality can never be made up for in quantity" (Passell, 2008).
"We understand that excellent customer service increase customer loyalty which then boosts profitability and driven growth" (Ford, 1998). Laurence Hatch states that, "the drive of terrific, mind-blowing 'no excuses ' customer service actually derives personal satisfaction from being impeded, disadvantaged, rushed stressed, and even embarrassed" (Hatch, 2007). Finally Sharon Burton talks about quality in customer servicing as she talks on customer servicing in being "timed delivery, great service, strong support, a representative able to work with all types of customers, and the catalyst extending to repeat businesses and referral (Burton, 2007).
1.2 Customer service policy and details:
Throughout all contact with customers, staff should aim to meet their needs through professionals, courteous and efficiency services. Customers should be advised how long a service should take to achieve the expected outcomes. If a delay occurs the customers should be advised and staff should take action to overcome any possible delay. Staff should always be trained on a regular basis as difficulties arise in order to edge out competitors and gain the full trust of customers.
These are the customer service policies that should be included in the manual:
Reservation policy
Refund policy
Promotion policy
Complaints policy
Health and safety policy
This explains each of the polices for a hotel:
The above policies can be applied in the hotel below.
L.R.J HOTEL SERVICES POLICY DETAILS
Reservation- This is to say that any reservation/ rooms booked in advance will be reserved for only 24hrs for full payment to be made by credit card.
Check-in - All guests will have to show valid identification before being allowed to check in and allocated to rooms.
Refund- Refunds can only be made, if notified, within 24hrs before check-in.
Complaints- Complaints can be made to hotel manager or staffs who is Well trained in dealing with the situation in a professional manner.
Promotion- Promotions can only be accepted according to the offer on a coupon or voucher. The value on these coupon/ voucher …show more content…
can not be redeemed for cash.
Lost and found- Any items that are found in guest room will only be kept for a minimum of 3 months before being disposed of.
Reason for using customer service policy in staff training will help the business more effectively as it goes along. It will also benefit the customer in having a positive view about the reception and attention received by staff which they portray in everyday life of events in the business. The training will also help by edging out other competitors in similar businesses, as the customer would feel to return to the location again. Issuing the idea of introducing customer service policy in staff training would be ideal to show maximum strengths in how to deal with customers in the right manner.
Reflective summary for task 2.2 (group work)
Communication is simply a system by which you can call mutual communication system of understanding between human-being to human-being, animal to animal. This communication also interwove between human-bean and animal. This is communication in-general.
In this task 2, we were ask to make a presentation on communication with a group of five student and our task is to present,
Verbal communication system
Non-verbal communication system
Written communication system
Coming together as group was not an easy task, put our aim to get the presentation right in other to earn an higher mark as possible, after our first meeting I was chosen to do the presentation were I have to talk about communication I general. I will do agreed that it is the first experience of some of us in this aspect of leaning.
My reflection on my performance is that I was full of confidence but when I was about to start, reality of nervousness set in for about 5sec I was totally blind-out, after that I compose myself and give an account of what communication was all about, this give the courage to members of my group to also give good account of their part, to the best of their ability. After the presentation we all agreed that practice make perfect, if we have the opportunity to re-present, we all believe we can do better than that.
Some members of my group adopted the habit of reading out there topic rather than elaborate on the power point, another member was camera shy, I will agree that facing crowd of audience to make a presentation as not been easy, because you do not want to make too much mistake and carry the audience along as good as possible.
During my performance I also carry our lecturer along by simply asking her “chika who are you” and she responded with non-verbal communication which I assume she says I do not know, this reflect that we all did a performing act with each of the topic by every member of the group, and there is a proverb we all have in mind, that says “With-out communicating there will be no communication”.
LO3
3.1 Sources of information on customer requirements and satisfaction levels.
Customer information is the process of which identifying, improving and satisfying customer’s needs. This involves an accurate keeping of database on information system which involves billing of customers records. These customer sources of information are
Staff: It is always very important to make your employee happy because they are the one who faces your customer/consumer daily in the organisations, if your staff are happy in the organisation then they will make sure the customers are also happy, and this will also create confidence in the staff to deliver excellent service. Well trained staff in a hotel business will try as much as possible to meet the expectation of the customers. Training and re-training of staff is also important, this will make them up to date with new process and functions that will improve the quality of staffs in an ability to deliver good service to the customers. Happiness of staffs also include awarding badges to staff that have carried out their duties in a good manner according to specification and improvement. This is a system whereby saying thanks you to the staff.
Customer Record: This is simply called record of information about a business. These records are valuable to any organisation because it includes the sales records or services including positive and negative activities in an organisation. This record will always help in improving activities in the business.
Past Information: This is information whereby information about past records kept as a spare sheet which will comprises of companies name and contacts. Some organisation will install something much more sophisticated for e.g. customer relationship management (RCM) this will help in tracking and analysing customer data as your business grows. CRM is not only for big businesses it is also deigned, for small companies too.
Management: the management of an organisation must meet their staffs regularly, in order to discuss their internal information and compare it with current situation in the organisation, any external information which is been looked into and is useful for the organisation, this information will have to be related and useful to the business e.g. environmental legislation, health and safety regulation.
This data of information comes from many sources, and the ones we will be looking into are
Internal: This is a variety of business analysis that produces the technical aspect of a management plane and decision making-aspect this includes the business employees and management, this also keeps details of transaction in the business, which has been recorded in the past and may be used as the bases of planning for the future purposes. This include survey, information collected from training officers, this information also includes pay roll records, work load report and form of organisation chart. This will also include information about an organisation which includes data focus groups and exit survey.
External: this is an information gather from other business details and information that comes from multiple sources to be used in the organisations this includes public and from top party business information.
This information also comes from friends, article, vendors and internal sources. All this information can also be called copy catting. Information that are been gathered through television or radio media. The most affective external information is by looking into similar establishment in the same category who have been successful in their decision making and who are probably doing better than theirs. External information can also be gathered in between staffs. Asking them about what they think about other organisation similar to them that made them successful this is by asking them indirectly to spy or gather information about third party business that will be useful for their business.
In any business training and retraining is one of the key aspects to successes this will boost staff confidence and enable them to be more confident about what they are doing so far as its been carried out according to specification. This will develop the confident of staff and improve their performance. Once this is achieved to the highest standard, customers will be more than happy about the service of the hotel/business. This will encourage and motivate the customers to patronise them again. Happy customers will always return and recommend the hospitality they enjoy in the hotel to
other people.
3.2 Investigate customer requirements and expectations in a hotel.
Introduction
From time to time there is always people traveling from one destination to another, country or continent either for business, holiday, or for other purposes in this aspect people needs a place to stay, because they are far away from home, this is where hotel comes in to the hospitality of this industries by this hotel which is the major player in this business, have the task of producing quality service in other to satisfy customer needs.
According to Nigel Hill et-al (2003) the success of your business is underpinned by competitiveness and profitability both of which are maximise in the long run by doing best what matters most to customers.
Most customer expect there hotel to be well up to standard with quality environment and highly rated, depending on the customers choose of ratting eg 3*** to 5***** or more luxurious hotel depending on how much you have to spend. This are some of what have identify as what to have in an hotel to satisfy customers need in other to satisfy them. And my research will be based on primary and secondary data.
Primary research: This is a research were-by market is been investigate by identifying and targeting the real customer either by oral or in writing, this will be the hotel conducting the research them self or contracting the whole concept out to company that specialist in conducting survey and research, either this method do not come cheap, because researchers will have to be on ground, all data have to be collated and investigated to the full ability and come out with a result that will produce answers. In the process of conducting this research the interviewee will have to be attracted with gift or some sort of discount for them to be attracted to take part in the research.
Secondary research: This research is less expensive compare to the primary research, this is a method of where-by the research have already been done by some-one else or is been obtained from the library or previous studies and findings, such as report press articles and previous market research projects in other to come to a conclusion, this type of research can be old and out of date therefore the result of the analyses may be inaccurate and less advantage to the company or organisation.
In other to satisfy customers, and make them happy in other for them to patronise you again, I have identify the following.
Atmosphere and Appearance: this is a way whereby the hotel has to be in a good location with some modernised atmosphere, the inner part of the hotel has to look well coming, staff must be well presented with a good attracted uniform and a welcoming smile from them, all surroundings in the lobby area must be well presented. Good low music, aquarium with some gold fish or other familiar aquatic species, porter must be available to help with luggage’s. This should go along with good service words e.g. “may I help you?”, “is there any other thing I can help you with?” thank you and please must be adequate in words.
Assurance: customers must be advised that they are up to date with government regulation in terms of health and safety, fire exit location is highly visible and all exits are cleared of obstruction.
Reliability: accurate data of booking is up to date and standard, because customers do not like to prove themselves twice before their booking is been confirmed after producing booking reference number. Rooms must not be over booked whereby customers who have already booked will be turned away, although in a reliable situation whereby mistakes can occur; there should be an alternative answer in resolving the situation as quickly as possible. By this, hotels have been advised to always have an up to date auto base system. In order not to embarrass them and whereby make customers unhappy.
Security: every aspect of security including CCTV must be well equipped, and security guards must be visible in their uniform. Customers must also be advised how secure their hotel is, this most also be demonstrate the just and property will be well look after.
During my investigation, i noticed that customers are not satisfied with some situations in the hotel, I here-by recommend that the following suggestion should be put in to consideration for improvement. These are the things that customers are not happy with and in-other to satisfy them this have to be implemented.
Different culture: The hotel has not considered other ethnic groups, in time of language barrier, cultural and religion believes.
Special needs: There are no disable signs in place; asses in to the hotel only provide stairs.
Under influence: The availability of alcohol and medicine (this are the ones you can buy with-out prescription) this are things that are not been monitored and is out of site of the hotel staffs, which is available in the vending machines.
Elderly needs: None of the bathroom is suitable for elderly people and need up-grading.
Children care: There is no facility for children, all rooms that are been provided for family with children, all this rooms are fitted with double beds.
Self-service: The customers complain about non availability of vending machines for snacks and beverages after the restaurant and bar have been closed and no room service is available.
Feedback and suggestion box: Customers are never been ask about how they feel about their stay in the hotel, no suggestion box is available or visible.
Consultation: This is a where customers can become involve in influencing and shaping service development.
Dissatisfy customers: There are dissatisfy customer, and there is no way for them to express their views and dissatisfaction.
Satisfied: Customers are the primary and lifeline of a business, without them there is no business to patronise.
LO4.2 (Task 4)
Review on own performance for customer service delivery. 4.2
It is always essential and important for any business organisation to deliver a good customer service, in order to make your customers happy and of make them feel welcoming, any customer who is not happy about an organisation approach or service delivered is likely not to patronise that business or make a bad recommendation about their service. my performance about good and bad customer service is worth, that I will be talking about.
Good customer service
During my performance about good customer service I take account about personal experience and what I have always been observing in day to day activities in hotel reservation, every aspect about my performance in good customer service is the right steps of making a reservation through telephone services in an hotel business. I even went to the level of finding all aspect of benefit to the customer by offering the customer 20% discount. This is not automatic but it is for new customers that are patronising the hotel for the 1st time. The good customer service that I have shown is to follow step by step training in terms of telephone reservation. The word please and thank you has been used appropriately.
Bad customer service
Bad customer service is never been meant for customers to be happy or to make a good recommendation about the bad service been rendered to them as a customer. By this customers will stay away and by not patronising that hotel then customers are been lost, profit will be lost and that company can be made bankrupt been to none profit making. The performance also shows how rudely the customer service attendant has been. He is even drinking while attending to customers on the phone; he also puts them on hold unnecessary. The hotel policy enables the customer to make payment on reservation on credit cards, which the hotel staffs is not offering there is also 20% discount to new customers but as a bad customer service was been rendered he never even asked or checked weather that customer is patronising them for the first time. This performance of bad customer service will definitely reflect on non-money making.
My performance has demonstrated on how important good customer service is in an hotel reservation, and bad customer service will not promote good images of the hotel or business.
Conclusion
In summary there is a proverb that says customers are always right. This is the more reason why customer service has to be the principle of an organization in the field of hospitality management to ensure that customers are always satisfied with the service provided. It also shows when looking at it as a whole, that customers should have the first and best choice of satisfaction because they are the lifeline of the business. Therefore with customer service policy, organizations tend to achieve optimum recognition when receiving feedback from old customers that may benefit for new customers. By training, and re-training staff regularly through the year, it will always benefit the business.
Bibliography:
B. Hays (2008) Measuring customer satisfaction and loyalty, Library of congress 3rd edition
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C. Ugoji, (2013) Customer service, hand-out Mont Rose College of management & science
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N. Hill et-al, (2003) How to measure customer satisfaction, Gower publisher ltd 2nd edition
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Leon Paternoster, July 2012. 15th AGM of the institute of customer service. Available at: http://www.instituteofcustomerservice.com assessed on 11/02/13 http://www.customersatisfactionuk.com/Customer-Satisfaction.html?gclid=CMWtvc_OwbYCFVMRtAodMj0AVw assessed 02/04/2013
http://www.foresee.com/products/satisfaction-analytics.shtml?utm_source=Bing&utm_medium=ib_ppc&utm_term=customer%2Bexperience%2Bsatisfaction&utm_content=lens%2Bof%2Bsatisfaction&utm_campaign=IB_Satisfaction_Analysis# assessed 02/04/2013