Customer support

 Customer Service Dissertation

CS1 –Customer Service

Unit 3 Customer support

25 November 2013

CUSTOMER SERVICE POLICIES

Tutor: Lisette Teotenel

Student: Thenjiwe Rudo Moyo

Word Count: 740

(excluding references)

Customer service can be described as how a company ensures that it is customers receive a satisfactory assistance. Companies can easily ensure that a customer's expectations have been achieved by following a number of steps ahead of, during after a service has been provided. Just before providing a service, a business can carry out study to find out just what the customer desires so that they can make an effort to give it to them. During the obtain or when a service is being provided, a business can delivergood customer service by looking into making sure that the customer's expectations are achieved. Although the main benefit of any kind of business is a revenue produced by a assistance provided, it is vital that the consumer feels taken care of and that they are highly valued. Follow up after having a service is vital as 80 percent of businesses feel that they have done an excellent job however only 8% of the buyer actually feel by doing this. In the event that a customer is disappointed with a products or services, a business has got the opportunity to receive themselves. Great purchaser assistance is important mainly because it provides cost-free advertising, return customers, increased revenue and profits and also upholds because company's reputation. Businesses will often get it wrong when staff usually do not follow company policies, there is a lack of esteem between staff and guests and when the right training has not been given. Even so good customer service isn't just following a collection of topic points on training manual but is additionally an attitude. The moment staff get pleasure from, take pride in their very own work and value the buyer, I believe that they can produce quality products and assistance. The Hilton Worldwide which is ranked second in the World Rating 2013 of Hotel Teams and brand (2013) safeguards that their very own customer care staff the HRCC (Hilton Reservations and Customer Care are ‘available to friends, and potential guests, 24 hours a day, seven days weekly. '

Fig. 1- Top 10 of around the world hotel organizations as of 1 January 2013 The Hilton Worldwide(2013) ideas the need to make sure that their ‘customers' as well as ‘potential customers' are well taken care of because they understand their duty of care with their customer. It is necessary to take care of absolutely free themes who are already loyal to their brand because these are customers who become advocates for business offering invaluable and free marketing for their company. It is also vital that you bring in new customers, this is shownbecause the Hilton values all their potential customers because they would like these types of consumers to come back to the business and in turn become faithful to their brand. It is important for the business to implement a buyer service policy as Foskett, Paskins, 2011 pg. 322suggest that ‘staff can benefit from great customer care schooling. The caterer must collection standards of customer care, assess performance, create training as well as reward consequently. ' By having a customer support policy staff know precisely" what the business stands for, the actual mission is usually, what actions the company beliefs highly. ” Key Overall performance Indicators (KPI) can be used to measure employees' functionality to determine in the event the policies that have been set by business will be being fulfilled. In some cases, environment KPI for workers can have a negative effect on the client service given by staff as they will be aiming to achieve objectives rather than give you the desired ‘humane' aspect of good customer service. It is in this case that a organization can reflect on their customer support policy in order that their staff can both equally achieve their targets as well as give the guest excellent service. Schooling programmes and customer service specifications can be developed to show how staff may deal with a predicament in the event that anything goes wrong. Customer care policies are crucial to implement in any organization because...

References: The Hilton Worldwide, 2013 [Online]; http://www.hiltonworldwide.com/development/performance-advantage/reservations-customer-care/ Accessed on 21 years old. 11. 2013

World Rank 2013 of Hotel Teams and Brands, 2013 [Online], http://www.hospitalitynet.org/news/4060119.html, Accessed about 21. 10. 2013

Foskett, Paskins, 2011, The Theory of Hospitality and Catering, twelfth Edition, London, Hodder Education


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