In my assignment I will provide information about customers services levels, customer satisfaction, what is customer services , I will give examples and evidence about different institutions and their customers services levels and policies .I want to start with the definitions of customer services and customers service policies. Customer service is the provision of service to customers before, during and after a purchase.
“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”Some people say that ‘Customer is always right’ but nowadays if u work in the hospitality industry u will definitely disagree with that .Some customers are really informed about their rights so because of that the stuff should be really confident and well trained to reach the customer expectation.
Every business should have customer service policies. According to Entrepreneur Magazine, the definition of a customer service policy is ‘the degree of assistance and courtesy granted those who patronise a business ’.The customer service policies apply, because for every business is important to give their best in way to satisfy the customers. Policies are written rules which customers can see and read at any time, and they protect the business owners.
Why we use the customers service policies ?We use them because they inform the customers for their rights ,they give information for the place .That’s why they are very , very important and useful nowadays .There are so many hotels, pubs , bars and other hospitality businesses today which have very interesting customer service policies. I have choose Hilton London Wembley Hotel to give as an example with its customer service policies .The hotel is one of the world wide best hotels so they really know how to satisfy customers needs . Everyone knows that hotel so I want to inform you more about it .For example Hilton London Wembley Hotel check- in time is 3.00pm. , check- out time is 12.00pm.This time hours gives advantages to the stuff so they clean the rooms and prepare them for the next customers and of course they inform the guests when they should leave the room.
1. Google ,Wikipedia (2013)
2.Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective.
3. Entrepreneur Magazine http://www.entrepreneur.com/encyclopedia/customer-service