CUSTOMER SERVICE ON HOSPITALITY MANAGEMENT

Apr 22nd, 2015
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MEMO TO: Marjorie Hemingway, Chief Executive Old City Group FROM: DATE: 18 Jan. 15 SUBJECT: Customer Service Policy After a lucid re-look on the extent of growth and expansion of Old City Hospitality group together with its growing dissatisfactions and complaints from clients, I have established that there is need for the company to initiate a customer service policy. As established by various studies, the best description of such policy is the degree of responsiveness and courtesy that is granted to those that patronise the company’s services and products (Entrepreneur Magazine,).

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CUSTOMER SERVICE ON HOSPITALITY MANAGEMENTBy (NAME)CourseProfessorUniversityDateMEMOTO: Marjorie Hemingway, Chief Executive Old City GroupFROM:DATE: 18 Jan. 15SUBJECT: Customer Service PolicyAfter a lucid re-look on the extent of growth and expansion of Old City Hospitality group together with its growing dissatisfactions and complaints from clients, I have established that there is need for the company to initiate a customer service policy. As established by various studies, the best description of such policy is the degree of responsiveness and courtesy that is granted to those that patronise the company's services and products (Entrepreneur Magazine,). For Old City group, such policy will provide daily guidelines to recurrent and the not so recurrent situations on how to handle customers' pleas and complaints. Moreover, service policy will among other things attempt to create a positive dealing environment, sustain company's long reputation and image, and conceivably build more customer loyalty. Through this policy, the company management can be able to monitor customer satisfactions and complaints continually.The frequent monitoring of customer service policy is very crucial. According to Halpern and Churchill, the principal actors in customer service evaluation, are the clients and the subordinates, whose evaluation is best in determining the level of client satisfaction (Halpern & Churchill, 2001). First is to monitor customer feedback. Through

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