Part -1:
Customer service is imperative for the success of any hospitality service related business. For this task, you are to evaluate the customer service of a hospitality organization of your choice. If you are currently working, you should consider referring to your workplace for this task.
In performing this task, you must develop a checklist to ensure a valid and reliable evaluation process.
You may want to consider:
- First impressions
- Positive customer service factors
- Negative customer service factors
- Products offered vs. customer needs
- Environment
- Professionalism of staff and presentation
- Response times
- Service guarantees
- Pricing guarantees
- Product quality
- Document presentation standards
Your research may include:
- Talking to customers
- Qualitative or quantitative research
- Seeking feedback from service delivery colleagues
- Analysis of competitive environment
- Analysis of industry and market trends
You are to then develop and submit a written report that outlines your findings, and makes suggestions for improvement. These suggestions should discuss the rationale behind your opinions, along with details on how each suggestion could be implemented.
It is important to note that your assessor will be looking to ensure you were thorough in your review. Don't even think of saying the service is perfect - everything can be improved!
You must also submit your completed checklists with your report
Part -2:
Following from part 1, you are to imagine that you have been employed as a manager within this organisation. Your main priority is to improve the customer service provided by the organization as a whole. Your employers have provided you with full authority to implement any changes necessary you think are necessary.
You are to make the following assumptions for this task
- You are to keep the current staffing budget (that is. you cannot increase the staffing levels at the company)
- Your role is customer service focused, not product development or refurbishment
Your task is to develop a detailed customer service system that includes
- Policies and procedures for implementing your customer service standards
- A well thought-out customer service standards and expectations
- Policies and procedures for monitoring the customer service satisfaction within your own organisation.
You must ensure your customer service policies and procedures cover at least 3 different areas
of the business.
You need to consider
- Opportunities for customers and colleagues to provide feedback on products and services
- Opportunities for colleagues to participate in your customer service process
- How you would review changes in internal and external environments, and how you would integrate your findings into planning for quality service
- Who your customer service reviews would be communicated to and in what time frame
- What access to information on service standards and delivery would be provided to your colleagues
- How you would encourage your colleagues to take responsibility for service outcomes
- A thorough implementation process that includes procedure dissemination and appropriate training / coaching processes
By the completion of this project, you should have developed a thorough customer service process that can be implemented into a hospitality related business.
You should stay in communication with your trainer during this assessment to ensure you are on the right path. If you get stuck - ask your trainer for guidance!
Part -3:
Following form assessment 2, you are to prepare for the run an information/training session for your team to review and implement your customer service policies and procedures.
Your team will either consist of members from your workplace (if undertaken on the lob), or other Members of your class (if undertaken in the classroom environment).
It is important that you are prepared for this session so be sure to:
• develop a session plan to make sure you don't forget anything
• allow for staff interaction including
o comments for improvements
o questions regarding implementation
• Prepare any hand-outs or learning aids accordingly
• Communicate clearly and professionally
If you are undertaking this task in the classroom, your assessor assign you with a group who will role-play your customer service team. In response, you will also be required to role-play a team member for at least one other students presentation.
Things to consider whilst role-playing the manager:
• Provide an explanation to your group before you start that outlines the hospitality organization used for this task, and the outcome of your customer service review (set the scene)
• Be organised
• Arrange access to all required documentation for this process
• Be prepared to ask questions
• Be prepared to be asked questions
Things to consider whilst role-playing the team member
• Be involved
• Listen to and respond to the explanations provided by the manager
• Be sincere and fair. Your assessor will expect you to participate like an actual employee
• Ask questions where appropriate
• Be professional