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Implementation of customer service strategies

Introduction to Customer service

Customer service is essential part of organization that impacts directly on working performances of the corporation. Business units continuously try to enhance satisfaction level of its clients for that they provide them goods and services as per their requirements. Present report is based on Hilton hotel which is engaged in hospitality industry. Our assignment helper will answer the several questions related to implementation of customer service strategies.

QUESTION A

A) Issues that impact on service delivery

It is necessary for corporations which operate in the service industry that to identify needs of consumers in order to deliver them satisfactory services. There are many issues that impact on service delivery of Hilton hotel, these are discussed as below:

Corporate customers

Consumers are assets of any business unit, they have power to influence overall business operations to great extent. Needs of corporate customers (B2B) are different from other end users, they expect high level quality services from the firms. For meeting with their expectations hotel  has to modify its operations frequently, it has to take support of the latest technologies for raising quality standards. That may impact in positive manner because by this way quality of service delivery will get improved significantly.

Individual members of organization

Employees are the key stakeholders of the Hilton hotel, company hires  skilled and capable candidates in the organization. Ability of these employees help the cited firm in satisfying needs of guests. But some times due to communication issues and cultural differences workers fail to understand requirements of consumers that impact on service delivery of  organization to great extent. Some times it creates situation of conflict as well.

Individual member (B2C) of the public

It is another issue that can impact on service delivery of Hilton hotel.  It is not always possible for entity that to identify needs of every client and make changes in its service delivery process frequently in order to provide them services as per their expectation. Because it would be time and cost consuming procedure. Sometimes due to this issue Hilton hotel concentrates on universal needs of population and deliver them services accordingly. But sometimes it decreases trust of other clients and they turn to other hotels.

Agencies

There are many corporate agencies that my affect service delivery of Hilton hotel such as banking agency, legal agency etc. For example if interest rates or exchange rates of the banks get changed then in such situation cited firm will have to modify its operations that will affect service delivery to great extent.

b) Organizational requirements

Hilton hotel has two major types of consumers; internal and external

Internal consumers: Managers, suppliers, chefs, customer service officer etc.

External consumers: Client who come from outside and bring revenue in the entity by purchasing its products and services.

It is the main objective of cited firm that to meet with expectation of uses. In order to meet with their expectation of service delivery Hilton hotel's requirements are as below maintained:

  • Recruitment of skilled employees, so that cited firm can serve better to external consumers.
  • Capable managers, those who can lead the team well and can motivate staff members to work better in the organization.
  • Another requirement of Hilton hotel is to create win-win situation between value added services and operational saving.
  • Building strong relationship with consumers, so that their needs can be identified. It would help in matching with service delivery expectations of customers.
  • Empowering employees, so that they feel confident and be loyal towards the brand.
  • Effective utilization of resources, so that wastage can be minimized and Hilton hotel can improve its revenues.
  • Clear communication, so that no misunderstanding takes place in the workplace between employees, consumers and higher authorities.

Offer incentives, accommodations to internal consumers such as managers and employees so that they perform better in the workplace,  Offer attractive discounts to the external consumers so they be loyal towards the brand.

QUESTION B

Relevant and constructive advice is very helpful in promoting improvements in the customer service delivery of the organization. There are several ways through which Hilton hotel can improve its service delivery, these are described as below :

  • Training is the great solution that can help cited firm in improving skills and knowledge of staff members. By this way they will coordinate well with clients and will understand their needs before serving them. It will support the Hilton hotel in improving its service delivery process. Thus, brand image of the entity will get enhanced to great extent.
  • By improving delivery timing Hilton hotel can achieve its goal soon.
  • By developing clear communication with the internal and external consumers cited firm will be able to understand their needs, that will support in increasing service delivery of the entity.
  • By taking time to time feedback from clients Hilton will be able to identify loop-fall in existing practices thus, it would support the Hilton hotel in improving its mistakes so that cited firm can meet with service delivery expectation of clients.

QUESTION C

It is very important for Hilton hotel that before implementing any improvement strategy, cited firm consult with individuals or group those who are involved in the operations. It is because employees, managers, stakeholders know about the external market conditions well and they can share demands of users with the company. They have better knowledge about needs and demands of customers. By involving then in the decision making process of implementation of strategy, cited firm will be able to know their ideas that would help in getting optimistic results to the entity.

Availability of product and services is another strategy but before implement it in the workplace it is essential to know about demand of market. For that it is essential for Hilton hotel that to consult with marketing, research and production team members, it is because they can suggest innovative ideas that can help in achieving goal of the organization. By consulting with them Hilton will be able to implement these strategies effectively in the workplace.

Availability of product and services is another strategy but before implement it in the workplace it is essential to know about demand of market. For that it is essential for Hilton hotel that to consult with marketing, research and production team members, it is because they can suggest innovative ideas that can help in achieving goal of the organization. By consulting with them Hilton will be able to implement these strategies effectively in the workplace.

QUESTION D

Proforma
Company Name: Hilton Hotel

Evaluation:

Evaluation and reporting are essential methods that can help in understanding effectiveness of any strategies when implement in the workplace. It can be evaluated that corporate consumers and external clients impact on service delivery process of the Hilton hotel to great extent. It is very difficult to understand needs of each client and modify the operations as per their changing needs again and again. On other hand it can be evaluated that once company has understood needs of service users, it can improve its practices by implementing effective s

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