Customer Service Sample Assignment - Instant Assignment Help

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Customer service
Task 4 [Scenario 4]

3.1 Assess sources of information on customer
requirements and satisfaction level
There are different sources that can be used to access needs of clients and their satisfaction level
and among all a few sources are discussed in the below section.
Conducting market research can assist the staff members to analyze information about the clients
and their preferences.
At the same time, Ritz Carlton can also conduct market survey where in client's opinions can be
identified and this is beneficial in making prominent changes in the service delivery process.
Furthermore, with the help of social media websites, preferences of customers can be ascertained.
Surveys can also be conducted where in ratings can be given to existing services as per the clients
feedback.
Client feedback is vital for all the employees as through that they can make certain changes in the
way of managing client's complaints and issues.

3.2 Carry out research on customer requirements and
satisfaction level for selected business and suggest
improvements
As per the survey conducted, it has been analyzed that customers of Ritz Carlton have been facing
several issues; therefore the staff members have to make sure that they are dealing with client's
problems in an adequate manner.
The customers of Ritz Carlton expect quality services in all the areas; therefore to increase the
satisfaction level, the staff members must get training in all areas.
Business class customers expect to have healthy and hygienic food and according to that, Ritz
Carlton needs to make wide range of changes in service provision.
People who come to visit the country takes services from Ritz Carlton hotel because of the brand
value and prominent hospitality services.

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4.1 Deliver customer service in a business and service
environment
From the viewpoints of clients, it has been observed that Ritz is delivering adequate services to the
clients according to the needs and preferences which also increases customer satisfaction level.
The staff members is required to acquire training on several grounds so that all the issues related to
clients can be managed adequately.
It has also been explored that prior introducing any new product at market place; Ritz Carlton
make sure that quality factors are included in all the services.

4.2 Review own performance in the delivery of customer
service and make recommendations for improvement
Being an employee at Ritz Carlton, I tried to coordinate with all my staff members so that I can
deliver prominent services to all the clients.
I communicated properly with all the clients so that I can deliver exact services what they expect to
get from the staff members.
Since, I worked with team; therefore I made arrangement for each and every customer service and
this also increased my comprehensive power.
As per my own performance, I can say that I helped my entire team in managing customer
services; however the one thing which I realized was that, to improve the needs is the way of
managing things.
I got good experience in this field because I learned many things which needs to be considered
while serving the clients.

References
Shaw, G., Bailey, A. and Williams, A., 2011. Aspects of service-dominant logic and its implications for
tourism management: Examples from the hotel industry. Tourism Management. 32(2). pp 207-214.
Sigala, M., 2005. Integrating customer relationship management in hotel operations: managerial and
operational implications. International Journal of Hospitality Management. 24(3). pp. 391-413.
Victorino, L. and et. al., 2005. Service innovation and customer choices in the hospitality industry.
Managing Service Quality: An International Journal. 15(6). pp. 555-576.
Wilson, A., 2012. Services marketing: Integrating customer focus across the firm. McGraw Hill.

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