1.0 Introduction
The report is for the mountain High Hotel creating a culture of customer care to increase the level of business during the traditionally quieter spring and autumn month.
First, this report identifying what kind of the customers. Second, this report identifying the factors that contributes to excellent customer care. Then, the report identifying the factors that contribute to excellent customer care. At last, its explanation of the impact on the business of poor customer service, acceptable customer service and excellent customer service.
2.0 The identification of customers
2.1 Internal customers
These are fellow employees an managers within your place of business. They support the company and make the company look good to external customers. In the company staff, board of directors , bed room, restaurant, 2 bars, and night-club employees are internal customer for mountain High Hotel.
2.1 External customers
These are people and organizations who have a need for the company product or service. They purchase company stuff in exchange for money to meet their needs like mature clients, younger clubbers, skier and expectations. They are customer for mountain High Hotel
2.3 Potential customers
The potential customers are enterprises or vendors selling things there are demand. But also has the purchasing power of people. Now for the Mountain High hotel middle-aged customers are the potential customers for mountain High Hotel.
3.0 The factors that contribute to excellent customer care
3.1 The value of money offer.
A good company need make the value of money offer. The hotel complex had a number of distinct operations. There were 150 bedrooms, 2 restaurants, 2 bars and a night-club. In addition, there was also a sports fitness centre and swimming pool and the complex also managed its own sports shop that offered ski equipment sales/hire and lessons during the winter months and mountain bike sales/hire and guided tours in the summer months. These improved facilities make customer can gain service and product with they need. It can make customer satisfaction.
3.2 The professionalism, friendliness and expertise of employees
Company needs the professionalism, friendliness and expertise of employees. The sport shop was a good example. The staff was all young, fit and fully committed to their sport of skiing. They were all experts and spent their free time in the winter out on the slopes. While at work they were more than willing to share their enthusiasm for skiing with anyone who came into the shop but had little time for non-skiers. The employees’ professionalism and expertise are very good. But them not have enough friendliness for every. They can make the friendship with skiers. But other customer will be not satisfaction.
3.3 The product or service matches customer needs
The company needs product or service matches customer needs. For example the complex also owned and managed the mountain gondola and ski lifts. The gondola operated throughout the year for sightseers’ as well as being used by skiers in the winter and by mountain bikers in the summer. The mountain gondola is good service to matches customer needs. Its can make the repeat customer.
3.4 After-sales service you provide.
Company need build an after-sales service team to service customer. Because the after-sales service team can developing the customer loyalty. And the company can find what of the question need to improve from customer. It can make company develop.
4.0 Product and service knowledge
There are many benefits of hiring a professional knowledge of staff. For example, the sport shop hire a ski instructor is much better than an ordinary person. Because of that ski instructor has enough professional knowledge for teaching customers and they can protect customers. Service staff needs knowledge too. A professional service staff knows how to make customer satisfaction. So the customer is easy to be the repeat customers. That will increase and development the company prospects.
5.0 Explanation of the different customer service impact on the business
5.1 Poor customer service
Poor customer service will lead to customer dissatisfaction resulting in the loss of customers and decreased performance of the company, in the company development, poor customer service is a serious impact in the short and long-term.
5.2 Acceptable customer service
Acceptable customer service can make the most of customer satisfaction. So, in the short term there will be more stable performance. However, in the long term, if there are competitors providing better customer service. The company will be loss of customer. Its will make company performance decline and corporate income.
5.3 Excellent customer service
Excellent customer service can increase the repeat customers and customer word of mouth to enhance the performance and image. Excellent customer service in long term will increase and development the company prospects.
6.0 Conclusion
This report is about the mountain High Hotel creating a culture of customer care to increase the level of business during the traditionally quieter spring and autumn month.
The report main points are what kind of the customers, identifying the factor that contributes to excellent customer care, identifying the factors that contribute to excellent customer care, and its explanation of the impact on the business of poor customer service, acceptable customer service and excellent customer service.
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