Customer Service: Policies

As requested by the general manager of Britannia Hotels in North London, the operation manager would improvise major ideas that make customer service policies good. Customers cherish the business and take care of the things, which have a good value. It is seen that customer spends 10% more on a same product to make the service better (Oliveira and Gimeno, 2014). Every organization makes a good involvement in holding its territories ideal and to be profitable, Britannia Hotels should reflect a good image though points that are:

On Sustainable competitive advantage, the rival business would match up easily on major prices and products but would be hard to propagate outstanding customer service.

Building relationships would provide excellent customer service to the major clients. This would develop their balance in making their relationship specific on a major brand(Nguyen, Leclerc and LeBlanc, 2013).

Continuous improvements are also necessary as through client’s interaction, one can learn what clients has observed and liked about that brand and so that areas needs be to improved.

Accountability serves as a major platform on the online platform because reputation may fall successively in business(Lapré, 2010). These mistakes can be overlooked to provide exceptional service to grow the business in higher positions.

The purpose of indicating assistance on future staff training and reputation will make an alliance on customer service policies. This will motivate the customers through future assessment in building their value in making relationship among them. The operation manager of Britannia hotels will review its current policies to make the approach better through cost efficiency and attracting future customers to gain credibility on major product and services (Hudson and Hudson, 2013). This will however make the performances ideal through ethical values, which could provide customers with a relative focus in driving them to good position in future through technology and innovation. 

Understanding purpose of promoting customer-focus culture

b) Evaluation of different communication methods and how it is used as a best effect in Britannia Hotels:

Communication provides good alliance in interacting with people through different ways. As reviewed by the operational manager of Britannia hotels, the segment will bring new change in their communication styles (Geierhos, 2011). The ideas that make a successful change in the communication methods developed to get the best effect on Britannia Hotels reflects on various opinions that are as follows:

Verbal communication:

Verbal communication includes written and oral communication. Written communication involves the use of traditional use of pen and paper items that involves on e-documents, emails, texts, SMS, etc. This forms a dominant position, which includes brochures, handbooks, memos, and formal business proposals. The other form that is oral communication includes face-to-face, voice chat, voice conferencing, phone calls, etc. This has an effective part on communication styles maintained on voice clarity, pitch, modulation and body language (Coldwell, 2013).

Non-verbal communication:

 This entails on communicating by sending and receiving messages. It also conveys thoughts and feelings of their own. Body language includes eye contact, facial expressions, body posture, voice tone, etc.

Visual communication:

 This comes through visual aids like as drawing, graphic design, illustration, signs, and electronic resources. Visual communication reinforces written communication through graphs and charts. The technological developments made here is easier to develop practices on Britannia hotels.

c) Analyzing customer perceptions, which influences customer service provision at Britannia hotels:

A survey shows that there are around 36 UK hotel chains, and these attract a good price on the top-rated hotels. They have a better strategic alliance on customer service, good bed comfort, and a good value for money. Britannia Hotels runs on a slow chain on other hotels in getting an overall rating of just 36%, and the major customers do not attract to their services. Hence, to bring a change in Britannia Hotels, the operation manager would implement innovation techniques, which would bring luxury, good infrastructure, good employee support and good behavior to restrain customers hold (Anosike and Eid, 2011). Customer service provisions have a good hold on major hotel industries. This reflects Britannia hotel through major areas that are as follows:

Selection process:

The manager of Britannia Hotels has revised new methods in making the market significant. Here, messages are created to develop an ideal strategy on the competitive lines of the research process (Bacal, 2011). Customers are interested towards major messages to build on motivation and theory.

Organization’s control: 

Consumers classify perception that overlooks in making a good sense on stimuli. This forms on various grouping options that are closely related (Evenson, 2012). Here, people are associated with messages and interact on the common lines of forming good reputation.

Interpretation:

Consumers apply their mode of learning to make esteem criteria in understanding development and interpret their conversations for organization’s effectiveness.

Exposure to stimuli:

Here, customers interact in making a proper position on outlook and development. This has a good dimension that holds successful on Britannia hotels (Geierhos, 2011).

Investigating Customer requirements and its expectations

Task 2:

a) Undertaking secondary research in assessing information of customer requirements and the satisfaction levels at hospitality organization

The researcher has taken significant findings that make the research varied on application and criteria on Britannia hotels. As evaluated by Lapre (2010), the idea of this research will make a particular territory assess customer satisfaction levels on hospitality sectors. Through various articles and blogs, a survey was found that out of 500 hotels the rating was found to be just 50% overall. However, it is seen that from the 650 hotels in UK, Premier Inn is one of the biggest chains than Britannia hotels. This is because of the excellent quality and customer satisfaction maintained in these hotel chains. As opined by Hudson and Hudson (2013), to make the topic evident, the operational manager has evaluated ideas that make the plan authentic on customer expectations, delivering a good promise, building customer loyalty and expanding communication networks. On the contrary, the impact of customer satisfaction brings a good strategy in making the service providers of Hospitality sectors even (Nguyen, Leclerc and LeBlanc, 2013). This will formulate in delivering sophisticated products and services that customer demands from hospitality sectors.

b) Primary research on customer requirements and the satisfaction level for Britannia hotels by suggesting potential improvements

To make the research appropriate, researcher has taken concepts on customer satisfaction involved through questionnaires forms.

Q.1) How far are you satisfied with customer satisfaction levels of Britannia hotels on major improvements that are taking place.

Options	No. of respondents	Frequency (%)	Total number of respondents
Strongly satisfied	5	10	50
Satisfied	10	20	50
Neutral	5	10	50
Dissatisfied	10	20	50
Strongly dissatisfied	20	40	50

Table 1: Customer satisfaction levels of Britannia hotels on major improvements

Analysis: The customer satisfaction level has a good impact on Britannia hotels where most of them are strongly dissatisfied, as promotions do not take place at a good rate.

Q.2)  what are the factors involved in potential improvements of Britannia hotels.

Options	No. of respondents	Frequency (%)	Total number of respondents
Good technology	12	24	50
Innovation	22	44	50
Infrastructure facilities	10	20	50
Customer satisfaction programs	6	12	50

Table 2: Factors involved in potential improvements of Britannia hotels

Analysis: The factors involved in potential requirements of Britannia hotels are seen that technology and innovation take a good place whereas customer satisfaction programs are a little low.

Q.3) How far do you agree Britannia hotels will make good response in implementing innovation and techniques?

Options	No. of respondents	Frequency (%)	Total number of respondents
Strongly agree	15	30	50
Agree	12	24	50
Neutral	5	10	50
Disagree	13	26	50
Strongly disagree	15	30	50

Table 3: Britannia hotels will make good response in implementing innovation and techniques

Analysis: Britannia hotels have a good reflection in the change outlook of innovations and techniques. These will make a good concern where the balance is same between most customers.

Providing customer service with business and services

Task 3:

a)  Delivering customer service in business from organization’s context (AC: 4.1)

The idea reflected on this topic would make a theoretical approach on Britannia hotels that how planning and motivation have led to a great environment. The complexion revealed at this point delivers an outcome, which would satisfy assessment criteria of the individual. The role-played by the students in taking a professional customer whose work would be to look after the services of the company, how this is going at a good pace (Paluch and Blut, 2013). On the other side, the role of the angry customer will point out on certain defaults of hotel’s service will make him unhappy. Moreover, the observer will see that how consumers are reacting to these effects and have a look how employees are giving good satisfaction to customers on Britannia hotels chains (Timm, 2011). Thus, the planning agenda will reflect a mark on research notes in the three meetings. This will also see the group log and the written contribution that is going to happen.

b) Reviewing own performances on deliveries of customer service and making necessary recommendations

Effectively, the performances delivered by quality control of customer service programs on Britannia hotels are as follows:

To listen to customers, that will monitor success in interacting with others. This will be specific to hold a proper territory, which comes in contact on customer interaction. Ideally, speech analytics involves a treaty on an evaluation that involves call whereas text analytics involves email and chats for interaction purpose(Wang, 2013).

Capturing an ethical idea would assess primary channels and make the quality response on text-based interactions that are well performed. Here, the customers would find a way to interact with the organization on quality and control.

Using quality monitoring on own performances would help to improve skills among customers. This would also assess in identifying skills and providing a good opportunity for making a track of learning opportunities.

Providing continuous improvement would determine the consistency of individuals, which would make a sophisticated record of the individuals on progress and development on Britannia hotels(Paluch and Blut, 2013).

Conclusion

The idea resolved in this chapter focuses on the ideas that make a good reflection in this chapter. The researcher has conveyed business ethics that make the context ethical through customer service policies in meeting demands. These would make a treaty to indicate ideas on customer satisfaction and perceptions made on the main influences. The operational manager of Britannia Hotel has also laid primary and secondary research to make a good evaluation of customer service programs. Hence, the research concludes fundamental strategy to assess major ideas that will assist future training and development.

Reference List:

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