In my report Im going to cover many aspects of customer service which then I will link with Thomson small & friendly.
Customer service is a service and experience delivered to a customer either verbal or face to face.
According to Institute of Customer Service (Why customer service matters ,online 2014),
“Customer service is central to the health and sustainability of the UK economy.
More than 70% of the working population deal directly with customers in their job roles. The service sector accounts for around three quarters of GDP.”
Good customer service equals to satisfied customers, great feedback and experience.Where as bad customer service leads to complaints and loss of sales.
Customers are very important to organisations as without them
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If a customer needs to change their booking they will need to contact Thomson as soon as possible and need to be aware that some holiday details cannot be changed for example transfers or flights. However if just the numbers of people going will be changed Thomson is willing to recalculate the booking for their customers.
Customers also need to be aware of things that could happened when they cancel their booking. If a customer cancel their booking for example 6 weeks before the departure 70% of the price of the booking will be retained.
Sometimes Thomson will make major changes, customer need to be aware that they are entitled to compensation.
When a customer have a complaint Thomson usually can sort out the complains but if the customer decide that they want to take the matter further,Thomson resort staff might have to communicate with Thomson resort office to report the complaint made by the customer so then the resort office pass that information to the UK Head office so they are aware of what's going on and can act on that.
Thomas Cook Tour Operation UK Ltd Introduction Thomas Cook Tour Operation UK Ltd is the third largest travel group operating in the UK travel industry, owning it’s own travel distribution channels, tour operation and airline. The company believes that they have earned their position through consumer recognition for their quality and expertise in providing package holidays. The instability of the market caused by high sensitivity to economic change and the intangible and perishable nature of the products sold, forces companies competing within the travel industry to constantly seek new and imaginative ways to create demand and maintain or strengthen their position. A combination of economic downturn, a lack of consumer confidence,
An Investigation and a Report into the Customer Services at Sainsburys Introduction For my business report on customer service I have chosen to investigate Sainsburys. Sainsburys is a leading UK and US food retailer; although Sainsbury's main business activity consists of food sales they also have interests in financial and property markets. The Sainsbury's group consists of Sainsburys supermarkets and bank in the UK and Shaws supermarkets in the US and employ a total of 172,900 people throughout their company. What is Customer service? Customer service is very important to every company and keeping customers satisfied can lead to a big increase in profit.
...keep a watchful eye on the reviews that’s given to them by the guests that’s stayed in one of their hotels. The reviews pick up on faults with the hotels along with some that are good. By making these changes, more people would come back to their hotels because they see that Apex has made an effort to correct the problems. If the changes were made, people would review the hotels and then more people would want to book with Apex. Apex already have thousands of reviews and over time, the reviews are getting better and better reviews which shows that Apex are looking at them.
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
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Hilton collaborate with a lot of franchises, like 25 airlines, 3 car rental firms and many other smaller hotels that generate synergy effect. After reunion HHC and HIC, cost leadership is achievable.
Excellent customer service is hugely important as the type of service you provide lies at the heart of your referral pipeline, which plays a significant role in keeping you afloat in this business. Agents who provide great customer service with clients build bond that leads to long term relationship or even friendship. So how do you provide excellent customer service to your clients? There are several aspects that are to be considered such as:
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
History of Hilton hotel has been very interesting as it started as Mobley Hotel in year 1919 a small building. Because, when the company started it had no plans or ideas of expanding, the sole purpose was to serve as a place for the travelers to stay where they can comfortably enjoy a night or few and carry on towards their journey. After twenty-seven years of business and hard work, this small hotel went nationally in eleven states within United States, known as Hilton. Currently they have four thousand worldwide properties, either directly owned or franchised (including third party), in seventy-eight countries. Hilton even though allows franchises but there policies remain the same and direct Hilton officials do all the upper level management. The company name Hilton understands for Hosp...
The experience that each individual receives with the company should mirror the beliefs, goals and values of the company. Customer service is the most important aspect of running a successful business. Although, the customer service interaction may be altered on a social media platform, rather than face to face, means that the business will have to adjust how they respond to consumers on that platform in order for them to achieve a successful experience within the company.
Some of repeated customer complaints of the hotel are on their staff members. Some of them are not friendly and not welcoming to the guest. Some of the frontline staff at the Holiday Inn Harare does not provide much information of what the customer need to know about their products and
The contemporary economy has shifted from industry-based to economy-based. This shift has rendered the consumer at the core of any business transaction. As service industries continue to grow in importance, customer satisfaction has become a key objective for every industry player. The consumption of service often entails the personal interaction of customers and service employees (Lovelock, Wirtz, & Patterson, 2010). This interaction is referred to as service encounter. The customer’s experience within the service process is a crucial determinant of his or her satisfaction with the service (Bitner, Booms & Tetreault, 1990b). The service encounter thus facilitates the consumer’s evaluation of service quality. Therefore, the service encounter is the ultimate moment of truth in the service industry. How well a customer is served will determine not only his or her satisfaction, but also their loyalty and future consumption trends (Hoffman & Bateson, 2010).
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.
That is why customers are taken good care of. Customer service is important and the staff are trained specifically for this.