Customer Care Management Policies

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Customer Care Management Policies

Most of the hotel organizations will have a customer service policy, which describes their strategy for looking after customers. The policy will emphasize how highly the organization values their customers. The term the ‘customer is king’ is often used to describe the value which hotel organizations place on their customers. . The aim of any customer service policy will be to make customers feel satisfied and valued so that they will want to return. Staff working in a hotel organization must be made aware of the policy, as this will help them to understand the benefits of good customer service both for themselves and for the company. Many companies now organize specialist-training courses in order to ensure that staff provides the best possible service to their customers.

For example: Gold Standards Policy of Ritz Carlton Hotel.

Identifying, prioritizing and confirming customer requirements

It is pretty hard to deliver good customer service unless you know exactly who your customer is? In some cases the answer is simple. If you are a waiter, your main customers are clearly the people that present themselves at your tables. However, what about customers at other tables, on their way in and out, or those ringing to book a table, or to complain? Even you colleagues in the kitchen are your customers they are referred to as internal customers The main key is to identify your customers, to think of a typical day or week, and to jot down whom you have contact with – face - to – face, on the telephone or in writing. Then think about the purpose of that interaction – are they customers for your service or products?

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To sum up with we have two types of customers in an organization and they are

After knowing your customers, the next thing is to think about your products and services. For example, if you are in retail on the shop floor, your main customers are public; the services you personally offer include providing information, taking orders, taking payment and wrapping goods. Some of your internal customers could include the cashier, for whom the service you offer is cashing up the till.

Having identified your customers and the nature of the service or ...

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