Quality of Customer Service in Commercial and Accomodation Serctors.

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.

Costco started as a small company in Washington State in the 70’s named Price Club. The founders Sol and Robert Price sought out to create a new and revolutionary way to shop, and the result we now know today as Costco Wholesale. Costco is now a top five company in America. They are focused on serving their members, shareholders, employees and the community. Costco holds truth to their mission statement which consists of “providing the best products at the lowest possible prices”. Over the years Costco has added a Pharmacy, food court, tire center, optical, hearing aid center, gas station, and one hour photo. They also work in cooperation with car dealerships, travel agents, and various other trades and organizations for the benefit of their members.

Food chain industries are starting to realize the significance of service quality and how it affects customers’ satisfaction. Customer dissatisfaction occur all the time whether it is something as simple as getting the wrong order at a fast food chain restaurant or a service complaint at an expensive restaurant. A customer must be the priority of every business around the world because customers are the ones to buy the goods and services (Lesley & Faure, 1992). According to Thompson (2014), everyone working in the food chain industry will have to deal with customer dissatisfaction at some point in their career, how you handle those dissatisfaction makes all the difference.

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

This paper explores three published articles that report on subjects having to do with customer support. Be the relationships online (Internet) and offline (non-Internet) and how they relate to customer service and the help desk environments. The articles have little variance in how they treat and face the subject matter as this is more about the history and thus not a very subjective topic. This paper examines these three works in relation to each other and to show how customer service has grown and changed over the years, from face-to-face interactions to computer-mediated communication.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Attached is our proposal, “Investing in Human Capital: A Recommendation Report.” At Assess the Best LLC, we seek to solve your employee related challenges by providing a total employee lifecycle solution. By investing in your greatest asset (human capital), productivity, sales, motivation and customer service levels will increase and employee turnover will be reduced. Our solution includes leadership training and development, employee training, management, and hiring tools to help you succeed.

The Customer Service Experience plays a key role in communicating the culture of your business and services. Customer service is communicated to customers through employee’s appearance, their interaction, knowledge, skill, and attitude. Managers, supervisors, and/or team leader are to provide the information, skills, and support to provide quality service to customers, “In other words, for customer service to be successful it must be managed successfully” (Martin, 2011, pg. 1). Customers want is value for the money along with effective, efficient service. This paper will discuss the

Regardless of the setting, the one thing that will always accompany someone is a cell phone. Cell phone use, in this day and age, is omnipresent and owning one is a basic necessity. In In a study conducted by Pew Research Center, in 2016, it was reported that 92% of Americans nationwide owned a mobile phone, a staggering increase from the 62% reported in 2002.

In any business the customer is the most important component. The customer numbers and frequency determines the company 's profit and loss. The number and frequencies of a customer are dependent on the quality of goods they get from your business while in the service industry, it is all about good customer service. Good management of customer service leads to customer loyalty.

Party Rental Ltd began as a secondary line of business for Oprandy’s Liquor store in Englewood, New Jersey. Oprandy’s provided an additional service to customers who were picking up wine and beer for their house parties by renting tables, chairs, and glassware. In April 1972 it was expanded into a larger scale rental business with more appropriate items. A year later they moved into a 10,000 square foot facility. In august 2006, it was relocated to a 350,000 sq. foot corporate headquarters in Teterboro, NJ where they currently reside. However, there also are smaller subsidies in Pennsylvania, the Hamptons and Maryland. Although, there is a written mission, core values and philosophy, they are only posted and pop up on our computers daily.

MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH

Assistant Professor Department of Economics and Tourism «Dr. Mijo Mirkovic» University Jurja Dobrile in Pula

This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.

Throughout history, people have always travelled, whether it is to conquer worlds, discover new places, for business pleasure. This need of man has consequently led to the development of accommodation.