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Components of Customer Service

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Components of Customer Service

Customer service is composed of 6 components, and below is a diagram
identifying those components:

[IMAGE]

All of these components together fulfil the purpose of customer
service, which is to look after customers. Within the travel and
tourism industry, there is a high level of competitiveness as there
are a number of organisations providing similar products or services.
It is the quality of customer service that distinguishes one
organisation from the other. Customers expect the highest standards
and it is important that the staffs are aware of the part that they
play in giving customers what they need. Therefore, providing
excellent customer service is considered an influence in helping
organisations maintain customer loyalty and satisfaction, which in
turn increases repeated business, as existing customers are kept and
new customers are attracted. The following unit is a report
investigating the importance and effectiveness of customer service
delivery in two travel and tourism organisations.



DESCRIPTION OF CONPANIES
========================

The travel and tourism industry is divided into 6 components

[IMAGE]

The two components that were selected for this investigation were
Accommodation and Tourist Attraction. Furthermore, the two
organisations that were selected from these companies were Thistle
Hotels (Accommodation) and UGC Cinemas (Tourist Attraction).

Thistle Hotels is one of the UK's leading four-star hotel companies
with over 55 properties (just under 11,000 bedrooms) in key city
centre and countryside locations and, with 23 hotels (almost 6,500
bedrooms) in London alone, it is the capital's largest hotel group.
Thistle Hotels is the largest hotel group in London with 24 hotels
occupying prominent positions near financial centres, tourist
attractions and prime shopping streets. These include the Thistle
Tower in the City with views of Tower Bridge and the Tower of London;
the Thistle Charing Cross on the Strand, close to Trafalgar Square;
and the Thistle Marble Arch overlooking Oxford Street. Elsewhere in
the UK, Thistle offers hotels in most business centres including
Aberdeen, Birmingham, Bristol, Cardiff, Edinburgh, Glasgow, Liverpool,
Manchester and Newcastle. In addition, there are Thistle hotels in
resort areas such as the Thistle Grasmere in the Lake District and the
Thistle Brighton situated on the sea front at this popular south coast
resort. In addition, there are four deluxe Thistle Country House
Hotels, each renowned for their high standards of cuisine,
accommodation and service. Properties include New Hall, a 12th century
moated manor house set in six acres of beautiful wooded grounds in the
heart of England; Audleys Wood, set in seven acres of gardens and
lightly wooded parkland just south of Basingstoke and Cannizaro House,
an elegant Georgian mansion set in acres of parkland on Wimbledon
Common.

UGC Cinemas is a French company with over 30 years experience in
filmmaking, cinema operation and film distribution. In 1998, UGC
expanded into Belgium, followed by Spain and in 1999, with the
acquisition and rebranding of Virgin Cinemas, UGC became the largest
European exhibitors with over 90 cinemas across Europe, 43 in the UK.
Over the last 10 years, UGC Cinemas has changed cinema going for
millions of consumers by sharing a passion for films and pioneering
new ways of seeing them. We offer unparalleled film choice and ground
breaking initiatives, such as our Unlimited Cinema Subscription Card,
providing our audiences with genuine value for money. UGC are
committed to regenerating cinema by broadening the range of films
being shown and increasing and widening audiences. Inside the cinema
we are totally committed to offering the ultimate 'cinema experience'
- great films, great prices, state of the art screens in a relaxing,
stylish environment. With all its new cinemas, UGC aims to break new
ground in cinema design, added value and customer service.

METHODOLOGY

This investigation was carried out by the use of primary sources,
which involved interviewing the managers of both organisations, to
identify the importance of customer service, the potential of customer
service, and the procedures and practices used by the mangers and
staff to meet the quality criteria which affects the customer service
delivery. The use of primary sources also involved gaining customer
feedback conducting 3 visits to both organisations, talking to
customers (if possible), and observing customer service activities
during those 3 visits. This investigation was also carried out by the
use of secondary source, which involved research from leaflets and
Internet sites. Furthermore, this investigation was carried out by
assessing, analysing, and evaluating the effectiveness of customer
service delivery on these organisations, and determining how well
these organisations met the quality criteria, based from the feedback
gained from the primary & secondary sources.


FINDINGS

The customer quality criteria is composed of these factors;

* price/value for money

* consistency/accuracy

* reliability

* staffing levels/qualities

* enjoyment of experience

* health and safety

* cleanliness/hygiene

* accessibility and availability

* provision for individual needs

Below is a table show a definition and a description of each factor
with the quality criteria:

QUALITY CRITERIA

DESCRIPTION/DEFINITION

Price/Value for money

Price is the actual cost of the product or service. Value for money
is whether or not the customer is satisfied that the quality of the
product or service, and the actual product/service itself is worth the
price paid for by the customer.

Consistency/Accuracy

Accuracy is whether or not customers receive clear, accurate
information on the products and services provided. Consistency is
whether or not customers are receiving the same level of service,
which is also linked to accuracy, as it is also whether or not
customers are always receive accurate information on the product and
services provided.

Reliability

Reliability is whether or not customers can rely on the service or
product being the same every time it is purchased and used, as well as
whether or not it meets their expectations when they decide to use
it. Furthermore, reliability is whether or not a company is known for
living up to its reputation.

Staffing levels/qualities

Staffing levels are the number of staff to deliver the service, which
influences the speed of the service required. It is also involves
setting staffing levels for the types of services that are offered.
Staffing qualities are the personal qualities for the staff, which
include appearance, personal hygiene, personality/behaviour, attitude,
and personal skills. All of these qualities reflect in the customers’
expectations of the staff.

Enjoyment of experience

Enjoyment of experience is whether or not customers enjoy the use of
products or services they have purchased. This factor can be
influenced by the location, environment and the quality of what is
purchased. If what is purchased is a service, (e.g. accommodation,
travel), this factor may be influenced by staff’s attitudes and
actions to meet the customers needs

Health & Safety

Health & safety is influenced by these factors;

· Health, safety and welfare of people at work

· The protection of outsiders that risks their health and safety

· The controlled storage and use if dangerous items

All of these factors are of the Health & Safety Act 1974, in which all
organisations must comply with.

Cleanliness/Hygiene

Cleanliness is the appearance of the organisation, as to whether or
not the organisation is clean. Hygiene is practices that staff adhere
to in organisations to keep the place clean. For example, for
catering staff, they must all ways where hats and gloves at all times
when preparing food to customers

Accessibility & Availability

Availability is when and where the product or service can be purchased
or used, which is linked to the times and days of when the
organisation is open. Accessibility is access around the organisation

Provision for individual needs

This is whenever or not organisations are able to meet specific needs
for certain customers. For example, customers who are disabled may
require a wheel chair, business travellers may require transportation,
customers who are blind may require a guide around the hotel. Also it
is whether or not the products/services provided by the organisation,
is flexible to meet the specific individual needs of specific
customers, whether that need is based on medical/health, physical, age
dietry, or religious


In order for organisations to assess customer service delivery, they
must undergo procedures and practices to meet the quality criteria.

Below is an interview conducted with the manger of Thistle Hotels.
Within this interview, is a description of importance of customer
service, the potential of customer service, and effectiveness of
customer service:

Importance of Customer service for Thistle Hotels

What is the importance of customer service?

Customer service is of primary importance because through good
customer service, our organisation is able to build a good
relationship with our customers, and maintain customer loyalty. This
will then lead to repeat business as we keep current customers and
attract new ones. Furthermore, our organisation monitors customer
service through; the placing of comment cards by the checkout to get
feedback from customers, a mystery guest report (once a month) where a
staff member appears as a guest and interacts with customers to get
feedback, and empowerment to staff, where the organisations gives
money to staff to provide to customers

How does customer service achieve:

· More customers & increased sales?

Customer service helps our organisation gain more customers &
increased sales through maintaining customer loyalty. We maintain
customer loyalty be doing extra duties such as making courtesy calls,
checking to see if guests have settled into their room, and offer to
bring any beverages they may want from the bar to their rooms.
Furthermore, we maintain customer loyalty by introducing promotional
activities for new customers, and offering ½ price for rooms, which is
known as Rooms Deluxe. This will then influence customers to return

· A better public image?

Customer service helps our organisation achieve a better public image
by creating a relaxed atmosphere making customers feel welcome and
comfortable. For example, we are currently refurbishing to create a
boutique style atmosphere from flowers and music.

· A competitive edge?

Customer service helps our organisation achieve a competitive edge
through the feedback we receive of the hotels in the area and market,
which is gained from customers and mystery guests at these hotels.
Once we find out what they are not doing we apply that to our
organisation. For example we offer ours customers bathrobes,
slippers, water, and other complimentary gifts, which other
organisations may not offer.

· A happier efficient work force?

Customer service helps our achieve a happier efficient workforce by
motivate our staff to be customer focused whenever we receive low
reviews from customers. For example, one recent month, a low result
was recorded on our quality of bar service. As a result two South
African barmen were hired who were very customer focused, and talked
to the guests in a very friendly money. This created a friendly warm
image of the staff

· Customer loyalty and repeat business?

How can customer service be improved?

Ways in which our customer service can be improved are by always
thinking ahead and being alert of competitors’ activities

How do you gain customer feedback?

Our organisation gets customer feedback from mystery shoppers,
conduction surveys, and comment cards (suggestion boxes)

Quality Criteria for Thistle Hotel

To produce good customer service, organisations must undertake
procedures and strategies to meet the quality criteria. Below is a
table showing the practices and procedures used by Thistle Hotel to
meet the quality criteria:

THISTLE HOTELS SERVICE GUARANTEE

Customers are entitled to expect the following service standards from
Thistle Hotels. These standards are accessed regularly, to check
whether or not the procedures and practices used by the organisation
meet the quality criteria, and whether or not they need revising.
Customers are free by any means to share any enquires to any member of
staff by filling out a comment card.

Price

Costs of rooms are dependent upon the type of room that is ordered and
the time of day it is purchased. Regular customers receive contracted
pricing, which is when regular customers can purchase rooms at a
reduced rate. Concessions are offered to families and groups.



Value for money
===============



Consistency/Accuracy
====================

Customers must always be greeted and treated politely and equally.
Staff must always clear and accurate when providing customers
information. When receiving feedback, staff must retain a minimum of
45 comment cards (suggestion boxes) a day. Transport, room service,
and bars



Reliability
===========

When bookings are made, staff must make them within the maximum of 7
minutes. When receiving feedback, staff must retain a minimum of 45
comment cards (suggestion boxes) a day. Furthermore, the feedback
from the comments must have at least 85% positive feedback



Staffing levels
===============

There are minimum of 15 members of staff on duty each day, with at
least 1 member of staff from each of these departments; Food Beverage,
Reception, Concierge, Housekeeping, Accounts, General Managers Office,
and Personnel



Qualities of staff
==================

Staff are to always be polite, efficient, fair and to always wear
required uniforms at all times. Staff must receive a qualification
from the Guest Training Programme, and must possess at one language
skill



Enjoyment of experience
=======================



Health & Safety
===============



Cleanliness/Hygiene
===================

The schedules for the cleaning staff are 7AM-9AM (for the hotel)
9.30AM-12PM (for the hotel rooms) and 4-6PM (for the hotel room).
Cleaning staff must always meet these required schedules, and keep the
hotel clean, safe, and comfortable at all times. Furthermore, public
toilet facilities are to be inspected ever hour.



Accessibility
=============

Assistance is always provided for all customers (including disabled),
for accessibility around the hotel. Car parks are available for
customers when entering hotel, however, the car park can only hold up
to maximum of 45 cars. Fire exits must always remain unlooked and
accessible at all times. Customers have access to their rooms at all
times except during cleaning hours.



Availability
============

The hotel is filled with up to 91 bedrooms, 6 meetings rooms and has a
Bar & Lounge. The bar is available 24 hour but only for
residents/guest only. Customers can have any room of their choice,
and are provided with an alternative if the selected choice is
unavailable.



Provision for individual needs
==============================

Frail menus are provided for customers that are blind. There who speak
who foreign and are available for foreign customers. Catering staffs
provide food for dietary customers. Business travellers are provided
transportation if they request for it. There are staff on board for
customers who have any medical problems

OBSERVERSATION & ANALYSIS OF CUSTOMER SERVICE FOR THISTLE HOTEL

Below is a table showing an analysis of the practices and procedures
used by the organisations staff to meet the quality criteria.
Furthermore, within this table is a rating of how well the actual
level of service was delivered:

Rating System:

1 -

Excellent

2-

Very Good

3 -

Quite Good

4 -

Adequate

5 -

Poor


QUALITY CRITERIA

RATING

ANALYSIS OF CUSTOMER SERVICE

Price/Value for money

2

Very so far, after looking at the price, they appeared to be very
reasonable and the empowerment programme showed customer courtesy.
This customers felt the prices were reasonable and were getting their
value of money, and were pleased with the hotel staff offering them
commentary gifts

Consistency/Accuracy

1

Excellent.

Reliability

2

Very good. Throughout all my 3 visits calls were attended to
rapidly. Customers appeared to be pleased with the behaviour of staff
due to their complimentary responses

Staffing levels/qualities

1

Excellent. The staff was punctual throughout the 3 visits, the number
of staff that were in attendance were above its minimum of 15, and
there were more than one member at each department. Staff were always
polite, and were very patient when dealing with difficult customers.
Also the staff remained dressed in their appropriate uniform.

Enjoyment of experience

1

Excellent. Customers seemed delight throughout their stay, especially
when staff treated some customers with flowers and chocolate and when
staff escorted tourists around Central London.

Health & Safety

2

Very Good. The fire exits were always accessible and so far all was
well, as there was no emergency situations and the fire extinguishes
were all in place. However, I was concerned about the lack of
security on the main entrance and around the reception.

Cleanliness/Hygiene

2

Very Good.

Accessibility & Availability

3

Quite good.

Provision for individual needs

2

Very Good. It wasn’t until the second visit that there was provision
for a provision for individual needs in which a Spanish customer had
trouble speaking English, so a Spanish employee assisted him with no
problems.


Below is an interview conducted with the manger of UCG Cinema. This
interview, describes of importance of customer service, the potential
of customer service, and effectiveness of customer service

Importance of Customer service for UGC Cinemas

What is the importance of customer service?

Customer service is very importance because through good customer
service, our organisation is able to connects well with the public and
customers, and maintain customer loyalty. This will then lead to
repeat business as we keep current customers and attract new ones.

How does customer service achieve:

· More customers & increased sales?

Customer service helps our organisation gain more customers &
increased sales through maintaining customer loyalty. We maintain
customer loyalty be doing extra duties such as making courtesy calls,
checking to see if guests have settled into their room, and offer to
bring any beverages they may want from the bar to their rooms.
Furthermore, we maintain customer loyalty by introducing promotional
activities for new customers, and offering ½ price for rooms, which is
known as Rooms Deluxe. This will then influence customers to return

· A better public image?

Customer service helps our organisation achieve a better public image
by creating a relaxed, friendly atmosphere making customers feel
welcome and comfortable. For example, we are currently refurbishing
to create a boutique style atmosphere from flowers and music.

· A competitive edge?

Customer service helps our organisation achieve a competitive edge
through the feedback we receive of the hotels in the area and market,
which is gained from customers and mystery guests at these hotels.
Once we find out what they are not doing we apply that to our
organisation. For example we offer ours customers bathrobes,
slippers, water, and other complimentary gifts, which other
organisations may not offer.

· A happier efficient work force?

Customer service helps our achieve a happier efficient workforce

· Customer loyalty and repeat business?

Customer service helps our organisation achieve customer loyalty and
repeated business

How can customer service be improved?

Ways in which our customer service can be improved is always listen
and act upon the feedback we get from customers

How do you gain customer feedback?

Our organisation gets customer feedback from mystery shoppers,
conduction surveys, and comment cards (suggestion boxes)

Quality Criteria for UGC Cinemas

UGC CINEMAS SERVICE GUARANTEE

Customers are entitled to expect the following service standards from
Thistle Hotels. These standards are accessed regularly, to check
whether or not the procedures and practices used by the organisation
meet the quality criteria, and whether or not they need revising.
Customers are free by any means to share any enquires to any member of
staff by filling out a comment card.

Price

Costs of tickets are dependent upon the type of ticket that is
purchased and the time of day it is purchased. For example, students
are only able to purchased discounted tickets before 5pm (MON-FRI).
Concessions are offered to families, students, unemployed, elderly or
OAP’s (MON-FRI).



Value for money
===============



Consistency/Accuracy
====================

Customers can expect a full showing of all the films and cartoons
available. Staff must always clear and accurate when providing
customers information about what they have purchased



Reliability
===========

When bookings are made, staff must make them within the maximum of 5
minutes. When answering phone calls, staff must answer calls within
one minute. Seats must never be over booked and when customers
purchase their tickets, they are free to choose where they can sit.



Staffing levels
===============

There are is to be a minimum of 10 members of staff on duty each day,
with at least 1 member of staff from each of floor out of 3.



Qualities of staff
==================

Staff are to always be polite, efficient, fair and to always wear
required uniforms at all times. Also staff are to give out a positive
open body language when greeting staff and around the organisations.
Staff must maintain customer focus, which is to always be aware of
customers’ needs, expectations, and to always give their attention to
the customer. Staff must have abilities to lead others to maintain
strong teamwork which will strengthen the working environment leading
better performance of customer service. For example, staff must
always be willing to assist staff who are having problems with
customers.



Enjoyment of experience
=======================



Health & Safety
===============



Cleanliness/Hygiene
===================

The schedules for the cleaning staff are 12AM-12PM. Cleaning staff
must always meet these required schedules, and keep the hotel clean,
safe, and comfortable at all times. Furthermore, public toilet
facilities are to be inspected ever hour.



Accessibility
=============

Assistance is always provided for all customers (including disabled),
for accessibility around the cinema. Lifts are available for
disabled. Fire exits must always remain unlooked and accessible at
all times. Customers have access to the cinema only between the times
of 9AM-1AM (Mon-Sat), and 11AM-11.30PM (Sun).



Availability
============

The cinema is filled with up to 3 floors, 9 screens, and has a
canteen. The canteen is available only during opening hours of
cinema. Customers can have any seat of their choice.



Provision for individual needs
==============================

Customers who are blind are to a companion to assist them. There are
staff who speak who foreign and are available for foreign customers.
A loop system is available for customers who are deaf. There are
staff on board for customers who have any medical problems, such as
epilepsy.


OBSERVERSATION & ANALYSIS OF CUSTOMER SERVICE FOR UGC CINEMAS

Below is a table showing an analysis of the practices and procedures
used by the organisations staff to meet the quality criteria.
Furthermore, within this table is a rating of how well the actual
level of service was delivered:

Rating System:

1 -

Excellent

2-

Very Good

3 -

Quite Good

4 -

Adequate

5 -

Poor

QUALITY CRITERIA

RATING

ANALYSIS OF CUSTOMER SERVICE

Price/Value for money

3

Quite good. After looking at the prices, they appeared to be quite
reasonable and the discounted were quite reasonable. This customers
felt the prices were reasonable but feel that they could be improved

Consistency/Accuracy

2

Very good. All staff were always punctual, polite, patient and
explained any information as clear and accurate as possible.
Furthermore, it appeared that organisation consistently met customer
needs as all films were shown on time and customers were satisfied

Reliability

3

Quite good. Calls were attended to but not rapidly, due to lack of
staff. Some customers were a bit dissatisfied of waiting in a queue
to be attended to, as it was reflected the reposes when they were
finally attended to, which happened on my second an third visit

Staffing levels/qualities

4

Adequate. There was only one member of staff at the box office, so 10
customers were put into a queue lasting 20 minutes when buying
tickets. There was lack of security around front entrance, only one
member of staff around the escalators, no members of staff outside the
cinema screens, therefore making it possible for customers to enter
the wrong screen/theatre room. Despite lack of staff on each floor,
the staff were polite, patient, and were always in uniform. Customers
were not satisfied being put into a cue for 20 minute, but were
pleased with the staffs attitude as they were very apologetic.

Enjoyment of experience

1

Excellent. Customers seemed delight throughout of what the cinema
offered, but were slightly dissatisfied with the movies available

Health & Safety

2

Very Good. The fire exits were always accessible and so far all was
well, as there was no emergency situations and the fire extinguishes
were all in place. However, I was concerned about the lack of
security on the main entrance and around the reception.

Cleanliness/Hygiene

2

Very Good.

Accessibility & Availability

3

Quite good.

Provision for individual needs

Apart for the fact that the organisation met customer needs, there
were not specific needs that were met, therefore I was unable to
assess this factor.


COMPARISON

Below is a table show the comparison of the quality criteria for both
organisations, indicating which organisation had the better customer
service delivery:

Key Code:

Thistle Hotel

UGC Cinemas

QUALITY CRITERIA

RATING

COMPARISON OF CUSTOMER SERVICE QUALITY CRITERIA

Price/Value for money

2

3

Thistle Hotels had better price/value for money as customers were
satisfied with the prices and felt product/services was worth the
money that was paid to purchased it. However, UGC cinemas despite the
fact the customers were satisfied with the prices they paid to
purchase them

Consistency/Accuracy

1

1

Reliability

2

3

Thistle Hotels had better reliability as they attend calls rapidly,
attended to customers immediately, and customers were pleased the
behaviour of the staff, and felt that the products and services were
always up to good standard (especially the catering), which was
reflected in their complimentary responses. UGC Cinemas staff were
not attending to customers as rapid as Thistle Hotels, as it was
reflecting in some of the customers’ comments when they were finally
attended to. However, UGC cinemas reliable when broadcasting films as
all movies were shown on time which satisfied customers.

Staffing levels/qualities

1

4

Despite both organisations maintain the minimum of staff in the
organisation, Thistle Hotels had better staffing levels as they were
to attend to customers immediately, unlike UGC Cinemas, who’s lack of
staff made it difficult to attend to customers immediately. However,
the staff qualities for both organisations just as good as each other,
especially when UGC staff were very apologetic to customers for
putting them in delay.

Enjoyment of experience

1

1

Customers for both organisations were very pleased and delightful for
the products and services that were provided to them

Health & Safety

2

2

Both organisations were had very good health and safety, as they both
had more than enough fire exits that were always unlocked, and
accessible with all the fire extinguishers were in place. However,
both organisations did have lack of the security around the main
entrance and the receptions, which cause some concern towards
customers.

Cleanliness/Hygiene

2

2

Both organisations were clean, and the staff didn’t have poor personal
hygiene, which made customers feel comfortable with other
organisations.

Accessibility & Availability

3

3

Provision for individual needs

2

Thistle Hotels had very good rapid and response and provision for
individual needs, however, it wasn’t possible to assess this for UGC
Cinemas as there were no situations involving specific individual
needs despite customers be satisfied with the organisation

[IMAGE]

Above is a graph showing a comparison of the customer service quality
criteria for both organisations, which indicates that overall, Thistle
Hotels have better customer service.


CONCLUSION/SUMMARY

Overall I found this investigation to be quite successful, and
beneficial to me as I gained knowledge of what organisations does to
achieve customer satisfaction and customer loyalty. Also, it was
beneficial to me as I was able to explore the activities for working
in these organisations, which influenced me to consider employment
within these organisations. Furthermore after completing this
investigation, I found that Thistle Hotels provided better customer
service, particularly with the assistance they provided me for this
investigation. What really impressed me of their customer service was
their empowerment programme, which showed their courteousy towards
their customers as they provide them with extra services.
Furthermore, their competitive edge strategy, I also found impressive
because instead of copying their competitors’ activities, they take
advantage of what their competitors don’t to strengthen their own
customer service. Despite Thistle Hotels providing the better
customer service, I found that UGC cinemas also provided good customer
service, as the customers seemed generally satisfied with customer
service. Furthermore, the members of staff that were present, were
still able to provide good teamwork which created a relaxed atmosphere
for communication between customers


RECOMMENDATIONS

Below is a table suggesting the possible recommendations to improve
customer service for both organisations:

QUALITY CRITERIA

RECOMMENDATIONS

Price/Value for money

Thistle Hotels could introduce discounts, which would depend on age,
time of year, and introduce competitions and raffles. Despite the
prices being reasonable, UGC Cinemas could also be available discounts
on the weekends, as reduced prices were only offered Mon-Fri.

Consistency/Accuracy

For Thistle Hotels, the only recommendation would be to keep up the
good work. For UGC Cinemas, a recommendation would be to show more
films

Reliability

The only recommendation would be for UGC Cinemas to provide more staff
to attend enquiries rapidly

Staffing levels/qualities

Both organisations should have more security staff around the
reception and front entrance

Enjoyment of experience

The only recommendation would be for UGC Cinemas to show more films
for customers to have more enjoyment

Health & Safety

The only recommendation is for both organisations should strengthen
security

Cleanliness/Hygiene

The only recommendation is for both organisations to always have the
toilets inspected every hour

Accessibility & Availability

The only recommendation is for Thistle Hotels strengthen accessibility
for disabled customer by providing ramps and automatic doors

Provision for individual needs

The only recommendation is for Thistle Hotels to increase provision
for the deaf, by hiring that can communicate in sign language.

Another recommendation is for both organisations to improve their
feedback techniques, with the use of informal feedback and focus
groups.

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