Discussion About the Reasons of Using Customer Service PoliciesEssay Preview: Discussion About the Reasons of Using Customer Service PoliciesReport this essayTable of ContentsIntroduction: Task 1 Discussion about the reasons of using customer service policies Purposes of evaluating a customer service policy, indicating how this can assist future staff training and development Task 3 Assessing the sources of information on customer requirements and satisfaction levels Research on customer requirements and satisfaction levels, with the suggestion of potential improvements Introduction:Customer service is a performance of giving customer priority by providing them with service when the purchase products day to day. Giving customer what they need in terms of after purchase or before purchase has become a major driving force for the organizations to be successful. Here we tried to discuss about the customer service policy in a renewed hospitality organization named HILTON Hotel & Resorts. Hilton hotel and resorts started their journey in the year 1919 and founded by Conard Hilton. They operate in more than 550 locations across 6 continents. But nowadays they are facing some complaints from their customers. That’s why they are trying to improve it. In this discussion, I will try to disclose about how to improve customer service in Hilton Hotel & Resorts.Task 1Discussion about the reasons of using customer service policiesCustomer service refers to the ability of a company to meet customers’ expectations from that company and to provide customer satisfaction. Hilton Hotel & Resorts serves its customer at their best level to get high customer satisfaction. But in present time it is facing some problems regarding customer service. According to Gronroos (1990), there are 4 policies for serving customers. These are:Stable competition advantage.Good Working environment.Cost Leadership.Increasing trust.Stable competition advantage: Hilton hotel & Resorts developed competitive advantage in the market place by providing customers with what they need. But as competitors arises, traditional services become old fashioned. An important policy to serve customers is to make a stable competitive advantage so that competitors cannot duplicate and perform the same service.Good working environment: A good working environment is an important stepping stone towards serving creativity and innovation to the customers. And a positive work environment will help Hilton Hotel & Resorts to build a strong customer base as it will have the foundation of organization oriented employees.Cost Leadership: According to Dessler (2015), firms that sell or provide service at the lowest cost than other competitors in the marketplace are known as Cost Leadership. Hilton Hotel & Resorts need to identify what they incur when they provide service to customers and properly set up the price for those service and possibly at low cost.Increasing Trust: When a company meet all the expectations of the customers, value their words and comments and understand the value of customer lifetime value can be successful (Garbarino & Johnson, 1999). Hilton Hotel & Resorts can create customer equity, value their opinion and try their best to follow those complaints when improving their service and in this way, they can achieve mass customer’s trust which will increase its goodwill.Others includeBuilding an attitude of listening to the customers.Thanking customers after each purchase.Responding to the phone calls and emails.Purposes of evaluating a customer service policy, indicating how this can assist future staff training and development A major component in serving customers is to evaluate the purposes of different types of customer service policy. A company should evaluate it in such a way so that it can assist future stuff training and develop them to contribute to the company’s effort towards achieving competitive advantages. According to the Bruch & Winchester(2004), evaluating customer policy helps to determine the following things that can assist future stuff training and development:Identifying customer’s needs, wants and expectations from a particular company.Checking whether the existing customer service policies requires any modifications or redesign.Requirements of special training to the employees to implement new customer service policy.Requirements of motivation to the employees to implement new customer service policy.Several methods can be used to evaluate customer service policy that guide as a reference point to the stuff training process (Shemwell, Yavas & Bilgin, 1998). These can be:Developing a feedback channels so that employees can communicate their problems that they face when they implement new customer service policy.Continuously observe employees to assist in what they need and whether they are meeting the expectation of the company.Invite customers to express their opinion through short survey.Continuously review customer’s feedbacks. Task 3 Assessing the sources of information on customer requirements and satisfaction levels Customer’s satisfactions and requirements is determined by the experiences that customers have with the company at every time they purchase products. Hilton Hotel & Resorts can use the following methods as a sources of collecting information about customer’s requirements and satisfaction levels and also assess it:Oral and written customer feedback: Oral communication is the exchange of information from a person to another person via verbal or visual aids. Presentation, meetings, personal interviews etc. are the examples of oral Communication. Hilton Hotel & Resorts can assess oral customer feedback in the following ways(Boyatzis & Ratti, 2009)Asking people routine questions to obtain information.Giving some instructions to the informants so that answers can be easily given.Following some instructions sample to ask question about company’s service.Transforming the collected information with others especially with employees to resolve conflicts, like customer complaints. Written communication is the oldest form of collecting information from other persons. Hilton Hotel & Resorts can assess written customer feedback via letters, reports etc. Social Media: Social media has become very popular source for collecting customer’s feedback nowadays. There are several ways by which a company can assess social media customer’s feedback (Marketing Donut, 2016).Establishing connection with the customers via various types of social media like Facebook, Twitter or Google plus.Develop and use Blogs to update the customers about company’s new products or service.Encouraging customers to give their feedback by posting on the company’s social media page.Developing and training employees to respond to the online feedbacks especially on the social sites.Growing a tendency to make apology on the social sites immediately when customers give negative feedback. Market Research: Market research refers to the conducting critical evaluation of the market to determine customer’s needs, wants and demands. There are many ways by which Hilton Hotel & Resorts can analyze their market and potential customers to serve. Among them, portfolio analysis can be helpful. Portfolio analysis is the process by which a company determines which product and business make up that company (Kotler & Armstrong, 2001). The main purpose of the portfolio analysis is to determine strength and weaknesses of a company and then overcoming those weaknesses and using those strength to achieve competitive advantages. Hilton Hotel & Resorts can use another techniques to analyze market. That is SWOT analysis. Company records: Company records is an important source for measuring customer satisfaction. Company records can be various types. It includes-Inventory Position: Inventory records helps a company to identify whether it has available products or services to serve to customers. It also helps to determine stock out and backorders which dissatisfy customers.Return Records & Allowance Policy: Once a company analyze its return records and also allowance policy, it can identify whether customers are happy with the products or they are sending strong negative message that they did not like the products or services.Research on customer requirements and satisfaction levels, with the suggestion of potential improvementsThere are various ways to research on the customer satisfaction and requirements. There are six steps to be followed (Edward Lowe, 2016). These are:Identify main objectives regarding customer satisfaction.Selecting a person who should complete the surveyDevelop the survey questionnaire Properly administer the surveyCapture the results and analyze itMake the result information available to everyone & communicate the results to the employees.A research conducted on the Hilton Hotel & Resorts have found the information which can identify potential customer satisfaction and requirements and if there is any suggestion need to have potential improvements.Report Rankings:The followings are the report rankings for the Hilton Hotel & Resorts(J.D.Power, 2015)Hilton Hotel & Resorts is at the highest among the other hotels in terms of Loyalty. Its average score is 727 based on 1000 point scale.Hilton Hotel & Resorts perform better on the variety of benefits and reward programs.It has highest score on the IHG Rewards club. It’s score is 721 based on 1000 point scaleHilton Hotel & Resorts have taken the top position among the seven hotel Companies It has highest score on the ACSI Customer satisfaction [pic 1][pic 2]Key Findings and Suggestion for potential improvements:Research on the customer satisfaction and requirement helped to identify some major key findings. Some of which can be used as a suggestion to improve the existing customer service or satisfaction system. These can be following: There are some gap in overall satisfaction among the customers in case of service they purchase. The gap is 134 point (J.D.Power, 2015).Satisfaction with the loyalty programs is at the top among the Generation Y compared to the other traditional generation for example generation X, baby boomers.Members who are delighted are 86 percent with the loyalty and the rewards program of the Hilton Hotel & Resorts.Suggestions:Hilton Hotel & Resorts needs to improve their service provision by creating service segments.They need to target their customers according to target based. Target can be based on generation wise. Time to time customer survey needed to be conducted to identify whether customers are highly satisfied or dissatisfied.Employee must be properly trained to convey proper customer service rendered to loyal customers.Proper inventory management can help the Hilton Hotel & Resorts to eliminate stock out and back orders. Task 4
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lithium frequency to be essential for improving performance and safety, and to provide the necessary support and information to enable the pilot to determine optimum rates of flight for his passengers. Radio frequency (RF) data is encrypted by a secure network of servers located in over 50 countries with a high degree of privacy. In addition to a secure network for transmission, use of this technology makes it possible for pilots to securely log their boarding and disembarkations, to gain control over their own flight plans and to access the data in record time.A major limitation of the RFID technology to date is that it requires very large number of hosts—some of which are the customers of the airline. The cost to the airline to conduct this type of analysis is typically a fraction of the cost of purchasing an aircraft. Therefore, it is very critical that the pilots with the most commercial customers and customers as a whole support this technology. In addition, the cost of this technology is prohibitively high: a number of aircraft are required to be built using RFID technology, including the Boeing 777, Airbus A350, and Boeing 777-800 (2). The RFID technology will require significant investments in the design and quality of existing commercial aircraft.The new research project, led by Mark Tresch in Washington Dulles, is designed to evaluate ways to improve RFID technology and increase air safety for all flights. Its goal is to develop strategies to eliminate the security challenges generated by the deployment and use of RFID technologies and other techniques on a routine basis. Through a multi-year strategy for enhancing air safety, Tresch calls for increasing commercial airlines’ use of RFID technologies, and improving its cost effectiveness as the cost of use has become more critical. The study is part of the Research Initiative that will support research in flight and flight risk management. In addition to the research the project will cover areas of flight data safety. The research projects will include.
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I read through the list for you, but I want to explain to you that this site is NOT for informational purposes. As a general rule of thumb, it’s best to use this site to learn about everything that the internet is capable of, or think about what you may be able to accomplish with it. In this regard, I don’t know who’s going to be doing all of this, but what does it mean for you, I’m starting to hear about this, and there are certainly a bunch of people who are doing it. To begin, here are some things you can learn. If you already know, I would point you to these articles: I’ve written an overview of how to use this site: http://members.customer-service.se This is all from my very first post: the How to Setup a Sales Guy. If you’re a user of this blog, I’d urge you to check this and the other articles out. If we haven’t talked at length about the process yet, the next three post will detail the steps needed. The more you learn this next time in your practice, the more important this post is going to be to you, the longer this will be. I’d also recommend asking yourself the following question: “how exactly does this make sense for you?” I believe the answer would be simple: this is a place for you to find, find help, and get to know your customer. This is the place you can learn anything you can get yourself into through the use of this site, and I encourage all of you to do the same. The more your first use of this site, the more it will help you in your upcoming practice. Keep reading to see all the benefits of using this site as well as the benefits that it gives you if you want to learn more about the site. If you’re not familiar with all of this, but would like to read more, here are some of the other things your practice will help you by: Getting to know customers. It is hard to know exactly what your customer is looking for. Not every customer wants to hear about it so if your customer says something inappropriate, you can say it out loud. This is one of the main things I use most of the time but will be keeping in mind as the practice progresses. This is where I’ll probably do some research on what “What if?”. The first step is to find out if any of the following are true. The question will likely be: “I really wonder what is wrong with this guy, what is wrong with him and who needs this information…” A true question is whether a certain customer is willing to listen to you about this topic. If not, then you definitely need to ask someone who’s been dealing with this customer. This can potentially be a good topic to learn a ton about. Make sure you know who is most likely to listen to you and do your homework before you answer the question. This isn’t going to be easy, but if you just want to know who is being sensitive, don’t waste your time finding out. I’ll help you through this process by talking to a friend who runs a service provider specializing in business administration, and then my friend will get the following information. (I’ve already spoken to this guy in person over at the “Trusted Client & Client
I read through the list for you, but I want to explain to you that this site is NOT for informational purposes. As a general rule of thumb, it’s best to use this site to learn about everything that the internet is capable of, or think about what you may be able to accomplish with it. In this regard, I don’t know who’s going to be doing all of this, but what does it mean for you, I’m starting to hear about this, and there are certainly a bunch of people who are doing it. To begin, here are some things you can learn. If you already know, I would point you to these articles: I’ve written an overview of how to use this site: http://members.customer-service.se This is all from my very first post: the How to Setup a Sales Guy. If you’re a user of this blog, I’d urge you to check this and the other articles out. If we haven’t talked at length about the process yet, the next three post will detail the steps needed. The more you learn this next time in your practice, the more important this post is going to be to you, the longer this will be. I’d also recommend asking yourself the following question: “how exactly does this make sense for you?” I believe the answer would be simple: this is a place for you to find, find help, and get to know your customer. This is the place you can learn anything you can get yourself into through the use of this site, and I encourage all of you to do the same. The more your first use of this site, the more it will help you in your upcoming practice. Keep reading to see all the benefits of using this site as well as the benefits that it gives you if you want to learn more about the site. If you’re not familiar with all of this, but would like to read more, here are some of the other things your practice will help you by: Getting to know customers. It is hard to know exactly what your customer is looking for. Not every customer wants to hear about it so if your customer says something inappropriate, you can say it out loud. This is one of the main things I use most of the time but will be keeping in mind as the practice progresses. This is where I’ll probably do some research on what “What if?”. The first step is to find out if any of the following are true. The question will likely be: “I really wonder what is wrong with this guy, what is wrong with him and who needs this information…” A true question is whether a certain customer is willing to listen to you about this topic. If not, then you definitely need to ask someone who’s been dealing with this customer. This can potentially be a good topic to learn a ton about. Make sure you know who is most likely to listen to you and do your homework before you answer the question. This isn’t going to be easy, but if you just want to know who is being sensitive, don’t waste your time finding out. I’ll help you through this process by talking to a friend who runs a service provider specializing in business administration, and then my friend will get the following information. (I’ve already spoken to this guy in person over at the “Trusted Client & Client