Customer service Assignment Example | Topics and Well Written Essays - 1500 words

Customer service - Assignment Example Figure 1: Unremitted Growth of the Hotel Industry (Source: AIU, 2007) The project discusses about a hotel that is good in terms of locations and services, but some recent customer complaints forces the officials realize the importance of training employees about the extensive values of customer service policies. The economic success of an inn depends on how the customers view the quality and services of the hotel. Thus, it becomes highly rational for the officials of the hotel to reduce the variations of services rendered to the individuals and augment the overall customer service of the inn. Importance of customer service policies in our business The theory of service profit chain explains that economic growth, profit and loyalty are three interlinked concepts. The hotel would only succeed in generating economic surplus and grow, if it achieves customer’s loyalty. Again, the loyalty of the customers can only be achieved with the help of valuable customer services. Employees i n the hotel must be productive in their work for providing valued services to the customers. Motivation is the only key to enhance the productivity of the employees. There lies a great difference between ability to work and willingness to work. Motivation is the only fact that bridges the gap between the two concepts. Figure 2: The Service Profit Chain (Source: PPT) The workers in the hotel may be motivated if the officials organize special economic and non economic compensations for them on the basis of their performances. Moreover, the officials must conduct regular training and interactive sessions to upgrade the skills of the workers. Skilful workers would only be able to serve customers excellently and win over customer loyalty. Loyalty of the potential customers would ultimately render growth in profit of the hotel. A good customer service policy must be reliable, responsive, competent, credible, accessible, courteous, communicative, environmental friendly and understanding in nature (Ritzcarlton, 2013). Upgrading the Existing Customer Service Policies If the workers in the hotel are to be trained with the values of the customer service policies, the officials in the hotel must modify the existing policies of customer service. The officials must try to incorporate the best policies followed by the popular luxury hotels in the industry. Ritz and Hilton are the famous five star luxury hotels in Florida and Las Vegas respectively. These five star inns provide the best of services to its customers and following these policies would be the best improvement step made by the officials of the luxury hotel. There is a pool of different policies that these luxury hotels have introduced to check that they park the best of potential customers (Marriott, 2011). Service standards about staff training The existing team of staffs in the hotel must be trained to enhance the services rendered to the customers. The essay considers that the policy of lifetime relationship b uilding, of the Ritz and Hilton hotel is the best policy in which the officials of the concerned hotel must consider. The customers visiting the hotel must be treated as guests. The employees of the hotel should make sure that the individuals, who once visit the hotel, repeat their visits and consign others to visit the hotel. The service that the employees would render to the individuals would be a mark of excellence that would help to build a lifetime bonding with them. The