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Customer Service Hotel Management

Paper Type: Free Essay Subject: Marketing
Wordcount: 1994 words Published: 27th Apr 2017

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A good customer service is the lifeblood of any business were can offer promotions and slash prices to bring in as many new customers as they want, but unless we can get some of those customers to come back, the business won’t be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about the business along to others, who may then try the product or service that they offer for themselves and in their turn become repeat customers.If the company truly want to have good customer service, all you have to do is ensure that your business consistently does these things: How do the company go about forming such a relationship it easy we just should do by remembering the one true secret of good customer service and acting accordingly and their needs


The company go about forming such a relationship it easy we just should do by remembering the one true secret of good customer service and acting accordingly and their needs . Positive expectation can be achived in some ways such as :Answer your phone an answering service Don’t make promises unless you WILL keep them an example”Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it Listen to your customers an example Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained Deal with complaints. You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service. Be helpful – even if there’s no immediate profit in it. Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable Take the extra step. Throw in something extra.

Question 1

There are 5 basic needs of customer. Please list and explain in details those needs


Every customer comes into the customer situation with differing wants.While wants are frequentlyhard to identify and may occasionally be unrealistic, all customer have the following five basic needs:












1: SERVICE: Customer expect the service that they is appropriate for the level of purchase that they are making .A small ,spontaneous purchase may have a smaller service needs than a longer purchase that has been carefully planned and researched.

2:PRICE ;The cost of everything we purchase is becoming more and more important .People and business want to use their financial resources asefficiently as possible .Many products previously considered unique are now considered commodities .This means that while a customer previously had to travel to the local hamburger restaurant to purchase a hamburger , now one can be acquired at many other locagtions.This makesthe component of price even more important to the customer .

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3 : QUALITY ; Americans are less likely today to think of thier purchases as throaway items .Customer want the product that they purchase to be durable and functional until customer decide to replace them. This requirement of quality mandates that manufactures and distributors produce products that live up to the customers expection of durabilty .Customer are much less likely to question price if they are doing business with a company thatb has a reputation for producing a high-quality product .

4: ACTION ; Customers needs action when a problem or question aries.Many companies offer toll-free customer assistance telephone lines , flexible return policies ,and customer carryout services in response to the need for action.Customer are human beings and like to think that they are an important priority and that when a need or question arises someone will be ready and waiting to help them.

5: Appreciation : Customer need to know that we appreciate their business.Customer services providers can convey this appreciation in many appropriate ways .Saying ‘THANK YOU . to the customer through our words and action is agood starting points.Preferred customer mailing list ,information newsletters, special discount, courtesy , and name recognition are good beginnings to showing our customers our appreciation .Additionally ,letting them know that we are glad that they have chosen to do business with us conveys a positive message .A fast food restaurant has a sign in its drive -through lane that says , we know that you could eat somewhere else : thank you for allowing us to serve you..

Conclusion Q1

I know this verges on the kind of statement that’s often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things: If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.

Question 2:

All customer have their own unique sets of expectations.Expectations may be positive or negative .Organizations must periodically attempt to determine what their customer expect from their customer experience .In a group, list and explain in details the top five expectations that customers would have of the following organizations:

5 stars hotels

International Fast Food Chain

Travel and Tours company


When we manage a company the most an important thing that we should take note is about the expectation of each customer .Expectation mean the belief that something will happen or come with hope for the future an example an expectation can be the positive and the negative.An expectation is an important because it wil bring your customer or loose your customer. Expectation is base on personal vision of the result and the expectation can be identity based on the experience the way you are treated , the value, prejudice , priorities.

There are two levels of expectation : primary expectation and secondary expectation .Primary Expectation is most basic requirement of interaction and Secondary Expectation are expectation that is based on previous experience that are enchancement from primary expectation.

Answer Q2:


The expectation of five star hotels are must fully equipped with modern facilities and serve the visitors in the best possible way. The warm hospitality, quality and friendly service by the hotel staffs adds to the comfort and luxury of staying in a five star hotels i. The five star hotels must promise the tourists of providing the best accommodation option which ensures comfort and pleasure. The five star hotel live up to the tradition of stylish decors and impeccable customer service.The accommodation offered at the Five Star Deluxe Hotels includes deluxe, suite, deluxe suite and standard accommodation style. All the rooms and the suites of the hotels are air-conditioned, well ventilated, spacious, well lit and are equipped with amenities and facilities like,

· 24 hours room service

· En-Suite Bathroom with hot and cold running water

· Personal safe

· Wardrobe

· Television

· Telephone

· Work Desk

While the dining facilities offered at the Five Star Deluxe Hotels are excellent and comprises of in-house dining at the hotel restaurant. The restaurant must serves multi cuisine dishes like Indian, Chinese, Continental foods. The coffee shop of the hotels is opened throughout the day and serves light snacks and beverages to the tourists.

For the business facilities of five star hotels are must considered the best. An example the conference halls, the banquets, the meeting room of the hotels are the ideal venues for organizing business meetings or formal gatherings. The recreational facilities at the Five Star Deluxe Hotels give variety of options to its guests. The hotels must have, swimming pool, Jacuzzi, health club, playing arena, shopping arcade to entertain the guests staying at the hotels. The five star category hotels also must provide additional facilities to their guests along with the facilities mentioned above. The list includes,

· 24 hours reception

· Doctor on call

· Safe Deposit box

· Travel desk

· Luggage storage

· Elevator, lift

· Car park

International Fast Food Chain

The expectation of Fast food restaurant is The expectation of Fast food restaurant is cheap, convenient, filling, and to many of us it tastes good




and to many of us it tastes good

The expectation of Fast food restaurant cannot be over expected with fully equipped with modern facilities and serve the customer in the best possible way with the warm welcoming, quality and friendly service by the restaurant staffs when the restaurant fully pack with customer While the negative expectation are eating out, a fast food restaurant is often the cheapest option, but unfortunately not a healthy one. Eating just one fast food meal can pack enough calories, sodium and fat for an entire day or more. Eating fast food on a regular basis can lead to a host of different health problems, both physical and psychological. Still, in a bad economy the quick-and-cheap temptation can often be hard to resist. As an informed customer, though, you can make healthier choices and still enjoy the price and convenience of fast food restaurants.

Travel and Tours company:

Travel is a great way to experience new things the expectation when we dealing with the tour guider or tourist department first off all the customer consider the Trip destination

Trip dates Activity: biking, hiking, rafting, and Price range The company staff should be friendly, efficient, knowledgeable, and able to answer the following questions

the group size for a trip

What is included in the price of the trip and what additional expenses should Iexpect

What are the food arrangements

What type of accommodations are provided

. What training do the guides have

What is thecancellation and refund policy

any references can contact for company and/or this trip


If you work just for money, you’ll never make it, but if you love what you’re doing and you

always put the customer first, success will be yours.”

One of the most important customer service skills you can develop is the ability to understand and effectively respond to the customer’s needs and concerns. For a long time, sales has been perceived to be mostly about trying to convince the customer that he needs the product. Excellent customer service starts by first taking the time to get to know the customer, his situation, his vision, his frustrations and his goals. To devolope our service the company should their staff to Customer Service Skills seminar will guide you in how to get a grasp of these key issues. Once you have a good handle on what is on his heart and mind, then you will know how to offer the customer helpful solutions that are attractive to him because they have value.


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