Customerservices
1.1Indicatethereasonsforusingcustomerservicepolicies
IfwedonotusetheCustomerServicePolicy,consumersarefedupwithcompaniesthattreatthempoorly.Withoutqualitycustomerservice,youcouldbesteeringasinkingship.Customerserviceaffectsalllevelsofyourretailoperation,soeveryoneonyourstaffneedstohavethesamemindsetandfollowthesamepolicies.Takethesestepstokeepshopperssatisfied.Besuretoworkonthe“people”partofcustomerservicebyalwaystreatingcustomersinacourteousmanner.Gotheextramilebymakingaconsciousefforttofindwhatacustomerneedsorhelpresolveaproblem.Encourageyourstafftobuildarapportwithregularcustomers.Whentheycomein,greetthemandmakethemfeelcomfortable.Asimple“hello,”“goodmorning”or“thankyou”cangoalongwaytobuildingaloyalcustomerbase.
Retainingcustomers.Highqualitybuildsloyalcustomersandcreatespositiveword-of-mouth.
Avoidanceofpricecompetition.Thesurveydatashowthatfirmsinthetopthirdincustomerservicequalitycouldcharge5percentto6percenthigherthanthoseinthebottomthird.Highqualitycanhelptoavoidpricecompetitionandhelpmaximizepotentialrevenue.
Retentionofgoodemployees.Employeesappreciateworkinginoperationsthatarewellrunandproducehigh-qualitycustomerservice.Whenanoperationhasgoodqualityofcustomerservice,itcanretaingoodemployeesbecausetheyareproudtoworkforthecompanywhichhasgoodimage.Recruitingiseasierandtrainingcostsarereduced.Reductionofcosts
Internalcostsarethoseassociatedwithcorrectingserviceproblemsdiscoveredbythecustomersandthefirm.
Externalcostsareassociatedwithdissatisfactionthatthecustomersexperience,thisincludestheneedtopaycompensationifthecustomerservicenevermeetsexpectation.
Customerservicequalitysystemcostsarecostsviewedasinvestmentinthefutureofthecompanytoensurethatcustomersreturn.Therewillbevalueinthecustomergoodwill.
Customerservicepoliciesprovideacleardirectionandguidelinesforthestafftofollow.Everystaffknowswhattodotoprovidegoodservicetocustomers.
Furthermore,thestandardofservicequalitydifferentiatesonehotelfromanother.Thehighlevelofcustomerserviceenhancesthehotel‟s
competitivenessimageandreputation.So,thatiswhythereasonsfortheusingofcustomerservicepolicies.
1.2Summarisemethodsofassessingthequalityofcustomerserviceprovisioninabusinessandservicescontext
ThemethodscanbeusedtoassessthequalityofcustomerservicedeliveredbyGrandHyattSingaporeHotelisasfollows:
Externalassessment:feedbackfromcustomerinwritingorverbally,theguestcommentformsandlettersofcomplaint,whicharethesourceof
