• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11

Assessing the Quality and Effectiveness of Customer Service.

Extracts from this document...


Assessing the Quality and Effectiveness of Customer Service TASK A - Carefully select one Travel and Tourism organisation whose Customer Service practices you can examine in detail. The issue of customer service has become very important to companies in competitive industries such as travel and tourism. There is not much point in spending huge sums in advertising for new customers to grow the business if the existing customers are defecting to competitors because they are not satisfied. On the other hand, a company, which has a solid base of satisfied loyal customers, will probably gain demand through personal recommendation which is the basis of a good reputation. It is clear, therefore, that good customer service which results in customer loyalty can have a direct impact on the long-term profitability of tourism enterprise. To Assess the Quality and Effectiveness of Customer Service in ONE travel and Tourism organisation I selected the Holiday Inn Garden Court in Ashford, Kent because I have visited before so I already have a sound judgement on how efficient the customer service is. The hotel has 100 bedrooms, a lounge bar, restaurant, 6 small meeting rooms and a separate pub in the car park which is owned and operated by another company. There are three main criteria's that I will analyse in the organisations customer service quality, they are: - What are their performance standards like? Measuring to see if the standards are being met Putting in place measure to correct any shortcomings I will also be analysing the quality criteria using the spider diagram shown below: ...read more.


I was impressed with the knowledge that the receptionist had of the hotel. TASK C - identify and describe the methods used by the organisation to monitor the quality and effectiveness of their customer service delivery. When we stay at any hotel we all have little benchmarks that we set in our minds. MVA's research in 1995 shows us the essential features in hotel accommodation. Staff attentive and efficient 78 High Standards of cleanliness throughout 76 High quality and well maintained bathroom 65 High quality bed, mattress, linen 63 Quiet bedroom, no disturbance 63 Attractive and pleasant bedroom to be in 63 Lighting in room and at bedside, good enough to read by 63 Well-furnished bedroom, mirrors, chairs etc 63 Efficient and easy booking service 61 Well regulated temperature and atmosphere 60 Prompt and efficient check-in/out 60 The above are many benchmarks that we automatically set the hotel before visiting it. We compare these to other hotels we've stayed at. Internal Benchmarking Here is a list of a few of the benchmarks: - Maintain their star rating Answering calls within 8 rings Take reservation and offer all information for example, room service, take dinner reservation In the restaurant, remember the guest's names External Benchmarking Here is a list of the external benchmarks: - The scores of inspections and complaints are compared against the hotels within the same area The scores from the Tourist Board which gives diamond grading Employees are sent to other hotels within the same area to their designated place to see how they work. ...read more.


This has become more and more popular as visitors also want to read other peoples comments, especially if and famous people have stayed at the hotel. TASK D - Evaluate the quality and effectiveness of the customer service delivery in the organisation. Suggested Improvements Although customer service is limited as a three star equivalent hotel, there is a concern among management about customer satisfaction motivated by the desire not to loose points through complaints on the brand inspection score. However, not all staff feel involved because they do not get a direct benefit or bonus when customers are happy compared to the telling off when there is a complaint. I would suggest a small bonus for everyone every day that there is not a single complaint. I would also suggest more talking to customers and market research to define customer needs and feedback from outside of the hotel. How is the hotel perceived by local businesses and local residents? How does it sound to callers when the telephone is answered - these things do not get attention in the inspection of bedrooms and customer complaints. As I couldn't be a mystery shopper because I had already stayed at the hotel before, it was harder to set some benchmarks. I did take note of how long it took the receptionist to answer the phone, in my mind I thought maximum of 10 rings was sufficient, they answered in up to 10. I was also watching closely at how they treated me as a customer, they were friendly and willing to answer questions that I asked. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Produce a case study comparing two business organisations, investigating the extent to which each ...

    Store Services Manager Marks & Spencer Store Services Managers are based either in our main store or in one of our regional stores. This is a diverse role and your challenge will be to make sure everything runs smoothly and efficiently from an operational point of view.

  2. Customer service Tesco's customer expectations

    the second method invites customers to phone in themselves and provides a free phone number on which to call. Tesco, inviting customers to suggest ways in which services could be improved, runs suggestion schemes. This might be a question of opening hours, store layout or information provided or specific

  1. Customer service within the travel and tourism industry

    product or service, and the actual product/service itself is worth the price paid for by the customer. Consistency/Accuracy Accuracy is whether or not customers receive clear, accurate information on the products and services provided. Consistency is whether or not customers are receiving the same level of service, which is also

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Argos states, "we aim to increase our market share in the UK and Ireland by providing the best service to our customers". Increase of sales and market share can be done through expanding, advertisement, and so on. Argos has successfully been able to increase its market share through expanding by having over 550 stores.

  1. Methods used by Tesco to monitor if good customer service is taking place.

    Also to improve customer service in your store members of staff can help customers by helping elderly people carry their bags. Your store can also hire staff at checkouts to help customers pack their items in the bags. The Mystery Shopping Programme is a key tool for stores to use to improve the service they offer to customers.

  2. Case Study--Mandarin Oriental Hotel

    A "Wn/Win" discipline philosophy is at the core of Mandarin Oriental's supervision technique. 5. Daily senior management personal contact and communication with customer and rank and file staff are essential keys to maintenance of quality standards in the consistent delivery of customer services.

  1. Produce an investigation into how a chosen company can improve its customer service.

    Sainsbury's also provides disabled parking for those who are disabled. This parking is present near to the entrance of the premises, which makes it easier for the disabled person to access the supermarket.

  2. Importance of good Customer service.

    Greater co-operation and teamwork Examples of internal customers: 1. Someone working on the checkout who takes receipt of new till-tolls 2. Someone at the fish bar who receives a new supply of fish 3. Someone waiting for receipt of goods from the wholesaler 4. Shop assistant Sainsbury meets their external customers by: > Giving out discounts to them >

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work