Managing Customer Service

Case Study: Managing Customer Service

Customer attend to is the near choose tools we use for building up loyalty, attracting repeat business, generating word-of-mouth and boosting our simoleons (Cole 2001, p307). Statistics studies Shows 80% of the business sales are coming from 20% of the customers. Providing customer with excellent assistants that gain their loyalty is the most vital element for a business to survive in todays extremely competitive markets.

Part A. Develop a customer service plan

High quality customer service comes with the support of a advantageously customer service plan. Clear mission and vision parameter is what each organization moldiness experience to define their avow identity. In this case I make my as:

Ü tutelageÛ

To continu completelyy improve our self and provide customer with sensory service

ÜVISION Û

Through the relentless pursuit of excellence, we provide be the most preferred hotel accommodation service in Australia

There are 6 major planning steps adopt in the making process of the customer service plan, they are:

1.         Establish a realistic goal and targets

2.         List all the things that leave behind need to happen in order to reach the goal

3.         Sequence the activates involve in the process

4.         Communicate the plan to those who will be involved

5.         Implement the service plan

6.



        Check and monitoring the result

As for my hotel I have set up two goals, both longsighted term and short term.

Short-term goal: Promote TQM to the employees, aim to win 0% customer complaints, increase the amount of customer evaluate and the rate of our return customers (time: 1-2years)

Long-term goal: Continually to improve our service standard and by the year 2013 our hotel chain will have 40% of the total market shares

Customers is moving target to our business, we must keep on change our self in diametric situation...

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