Customer Service Manual
Introduction
Customers services are the stepping stone for customer satisfaction, and consequently, business success. A Forum Corporation study indicates that 69% of customers will stop doing business with a business or organization, not because of product quality or cost, but because they feel they were poorly treated [1]. With such correlation, this manual aims to serve as an essential guideline for the hotel staff training program in a way that encourages customer loyalty.
[1] Brigham and Young University. BYU Manager’s Toolbox. Web. Nov 20th, 2017.
Basic of Customer Service
Whether someone is traveling for business or pleasure, the level of customer service received will help determine whether he/she comes
…show more content…
Customer service’s task often includes responding email, answering calls, escort customers to find what they need, among others. Importance of customer service?
The person on the receiving end of your company’s product and service is often referred to as “customer,” “guest,” “client,” “tourist,” and “visitor.” One thing is certain; these people are expecting for the highest quality experience from the beginning. If their expectations are not met, they become disappointed and often take their business elsewhere [3].
Customer service is an extremely important part of maintaining ongoing client relationships, which are key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. Although many people may work behind the scenes at a company, it is primarily the personnel that interacts directly with customers that form customers' perceptions of the company as a whole
…show more content…
Customers do not only include people who enter the hotel or place orders by telephone or the Internet. Customers also include those who work every day to make your operation a success: co-workers. Following these lines, there are two types of customers [6]: Internal: While internal customers may not necessarily purchase the products or services offered by their employer, the internal customer relationship also plays a key role in the business's success. Poor internal customer service propels discontent among co-worker motivating a poor external customer service. Therefore, strained internal relationships can adversely affect company morale. External: External customers are essential to the success of any business, as they provide the revenue stream through their purchases that the enterprise needs to survive. Satisfied external customers often make repeat purchases as well as refer your business to other people they know. A customer who suffers through a negative experience with a business, such as being treated rudely by an employee, can also hinder a business by dissuading others from patronizing it.
[6] Chris Joseph. What Is an Internal Customer & an External Customer? Chron. Web. Nov 20th,
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
Customer service is the process that is provided to the customers before, during or after purchasing goods and services from the business. The actions that the business takes to ensure that the customers are happy and satisfied make the customer service to stand out from its competitors in the market. In order to offer a good customer service the business needs to know the customers well. The business needs to understand what the customer expects. Furthermore the business should understand what the customer needs and wants. Essentially the better the ways in which the business meets customers’ expectations and needs, the better customer service would be.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
When i started here i thought that customer service was purely an employee doing their best to satisfy a customers needs and wants. Now that i am a little over half way through this part of my schooling, i have come to realize that customer service is so much more than just providing the service nesseccary to move the customer along. Communication, building rapport, and giving feedback are just a few of the things that have changed the way i see customer service forever. It is imperrative that you communicate thorough eye contact, body language and vocal
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
However, you will gain a negative reputation if you are providing poor customer service. Revenue also has a similar impact as it is maintained and can increase with good customer service. This is because customers will pay more for your brand. However, if poor customer service is given, the revenue will decrease.
They stated that in CCI, other customers can positively or negatively affect a customer’s evaluation of the service. The presence and behavior of other customers influences the organization’s service quality and may have a more profound impact on customers’ experience than contact with service personnel. Sometimes those sharing the service environment have different needs or preferences. Regardless of their behaviors, the sheer number of customers sharing a setting may affect service experiences.
Customer relationship management They have determined the key factors in maintaining and building. their relationships with customers are to provide a problem free experience at their hotels and restaurants and to give each customer personal recognition. Their strategies to build these relationships. are the same as those employed to build their business, they are tied. to each other. They are currently developing a Group-wide Guest History network.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
In a business, communication not only takes place between the business and their buying customers, but also with their suppliers, within themselves and all of the stakeholders involved in the business. This includes all of the internal and external customers.
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.