Question:
Analyze the Customer Satisfaction Skills and Services Challenges.
This report discusses the customer satisfaction skill and service challenges in hospitality sector. It presents the good as well as bad practices of customer services. It shows some recommendation to improve the customer services and provide higher customer satisfaction.
The knowledge regarding customer satisfaction skill and service challenges can be effective to increase the productivity of organization. It can improve profitability as well as the financial condition of company. Customer is the key stakeholder of company therefore it should use effective strategy to satisfy the customers. Customer satisfaction and service challenge is the way that can make along with break firm. Therefore it can be said that organization can focus on enhancing the customer’s satisfaction skills and service challenges to make a favorable image in the market (Tannenbaum, et al., 2013). There are different factors that show the importance of customer satisfaction in an organization such as customer motivation, deliver added value to customers, and influencing the customers towards the brand. Further, the knowledge about customer satisfaction work as guide markers in the organization and make positive environment (Swanson, et al., 2016).
Motivating Customers
A top management is accountable for all activities of team members because it is a top of pyramid. Hence, it can be illustrated that the main benefit of customer’s service is to gain the productivity of company. Moreover, customer handling skills of manager can be important for a company to easily influence their customers as well as increasing the revenue. Thus, this ability of manager can be imperative for enahncing the productivity as well as improve the customer’s service quality. It is also enabled the managers to deal with consumers issues about product and services of company (Northouse, 2015).
Deliver added value to customers
An organization can also deliver the added value to customers to make a positive relationship with them. The added value can also be supportive to retain the consumers and enhance the brand awareness in the marketplace. Through this, company can focus on the needs of consumer to make robust relation with consumers along with improving productivity of organization.
Manage consumer’s issues
A company also provides different services to the customers such as effective services and meet the customers’ needs. Company believes that customers can be an important asset for an organization. Hence, Salesforce can be accountable to manage all the issues of consumers about product and services. A salesperson can also make a favorable relationship to the consumers because of retaining them in long-run. It will be effective to improve the quality of consumer services as well as enhancement of company productivity (Morgan, 2013).
Improve the patience level of manager
It also leads to improvment in the patience level of managers that can influence a large number of consumers for using product and services of company. Effective knowledge of customer satisfaction skills can support to make a positive relationship with consumers along with developing an efficient working environment in an organization
Executives determine the purpose of firm in market
An organization can increase their productivity by offering the actual information about the services being provided to the customers. An executive can determine the purpose of firm in the market. It also provides the actual information about product and services to spread the awareness in the specified market (Lumby, 2013). Moreover, the understanding about customer satisfaction skills can be imperative for an organization because it supports to meet the customer needs as well as improve the image in marketplace. In addition, management has decided to which kinds of information could be delivered in the marketplace because it can make or break the image of company in the marketplace. An executive of company can support to identify the appropriate data regarding the product and services that will deliver to potential consumers. Since, inappropriate or complex information can make an unfavorable image of organization in the marketplace. Therefore, an executive gives their contribution to specify the main purpose of firm (Johnston, et al., 2016).
Company guide the employees to meet the organizational task
A top executive of company can lead the salesperson about the enhancement of customer satisfaction level to meet the organizational goal along with attracting more consumers. An effective strategy of company can help to influence a large number of consumers in the less time. A top management can also guide the employees about their work to eliminate the complexity and satisfying more consumers. It will be also effective to save the time and cost of the organization to meet the goal (Huber, 2017).
Company unleashes the passion in managers
Company plays an imperative role to increase the passion among the employees regarding their job. A good knowledge of customer handling skills can attract a large number of consumers to use goods and services of organization. Further, an individual who loves to their job can perform better as compared to other. It is also addressed that a person who is passionate about their job can achieve the more favorable result without any complaints and issues. Therefore, company always tries to improve employee passion level regarding their job to complete the specified work without stress (Hackman, et al., 2013).
Lack of maintaining customer records
The term micromanagement has considered as bad practices for company. It is analyzed that getting the information in detail can be time-consuming for a marketing manager and can also build the annoyance, and unfriendly nature among team members. Company does not have adequate skills to maintain customer records as it unable to provide effective customer services. In the hospitality industry, Company does not set the general objectives that they want to achieve it by the employees and also do not predetermine that how it will be achieved. In case, Company does not have skill to deal with cuustomers then it can hire the infeasible person at the right place within company (Goleman, et al., 2013). As a result, it obtains negative outcome from the consumers with respect to the services.
Neglecting the employees
Company develops a general work culture which appeals to a large number of employees to work with them but it is analyzed that not everybody wants to work in same way. For example, account manager of Ovolo Woolloomooloo hotel might advantage from a various team meeting to exchange the ideas and builds the companionship. However, web developer of Ovolo Woolloomooloo hotel might see it as an annoying time-consuming. It can be said that such kinds of employees cannot be able to handle the customer issues and provide the effective services to them. For example, CFO of Ovolo Woolloomooloo hotel might be comfortable to work better in the morning while the designer can be comfortable in afternoon. Thus, it is stated that general work culture is bad practices as it creates conflict at the workplaces (Goetsch, et al., 2014). It can also create a negative image in the customer mind due to the conflicting environment of organization.
Lack of skills of manager to influence customers
Marketing managers have lack of skills to influence the customer’s mind towards product and services. Along with this, a marketing manager never thinks in the perspectives of customers. They spend their too much time to blame on company that they did not make clear their expectation from starting timing (Dimmock, 2013). As a result, marketing managers cannot satisfy consumers to use the goods and services of organization in the upcoming period. It will also decline the productivity of company.
Lack of adequate decision
Company has high pressure to conduct right practices as it can derive the business forwards. However, the wrong decision of company can affect the customer service. Furthermore, if Palazzo Versace Gold Coast hotel has a list of to-do items that Company is postponing because they are not sure what they have to do then it shows the indecisiveness of Company. In case, company unable to take a decision then it can create complexity to deliver effective customer service. Employees do not know which work to initiate or ignore as company should provide right direction. If company are not sure to provide right direction then it will ultimately effect on business outcomes. Thus, it can be stated that a bad decision of company can still better as compared to no decisions (Waal, et al., 2013).
Lack of skills to Delegate the responsibility
In the Hospitality sector, sometimes Company have a merit-worthy habit. They work as much as possible instead delegating this to their below level employees. It is analyzed that overworking can lead the employees to decline the productivity as well as delivery of customer services. Under this, executives are not able to manage the issues of customers regarding services. Therefore, company should learn that how to effectively delegate the work as it may affect the productivity as well as effectively deliver consumer services. Company should be aware of their habits and tendency of unnoticed the things because their bad habits may decline the quality of consumer services. Company should emphasize on how their action may affect the team members particularly, in a start-up setting (Daft, 2014).
It is analysed that positive changes may take more time of executives within company. However, if company are in doubt that how their activities are affecting others then it should communicate face to face with their employees. In case, company has built the atmosphere of mutual trust then employees will not be afraid to share the innovative ideas with Company to improve the quality of customer’s services.
Punitive application
Company who use punishment for those employees that do not act in accordance with the guidelines then it will discourage the employees to deal with consumers. Hence, Company should not be used punishment in their working culture. Punishment may produce the short-term outcome and also tremendously encourage offense and uneasiness. This strategy of company cannot pay attention for long period. In case, marketing teams do not provide effective customer services then it could not be the fault of them. Since, there could be lack of resources to deliver the customer service. Hence, Company should support to their subordinates and encourage them to handle customer services by delivering the added value (Choudhary, et al., 2013).
Cloning
Lack of diversity is a key issue in the recent business scenario as it particularly affects the customer services. This is also a social and business issue as it may affect the economy. The company should not try to take cultural advantages by hiring and training to homogenous team members as it could create a key issue for business. Along with this, Company should not look, act and think in same perspectives as it can generate a greater risk of failure. In the hospitality industry, Company should hire the divergent group as it has a broader set of skills and high talent to deal with the diverse customers. It could be beneficial to grab the opportunities in long-term. The company should ensure that they are not recruiting the clones of their peers. In this way, it should expand the capabilities and perspectives of the organization by using the diversity at the workplace (Carmeli, et al., 2013). As a result, cultural diversity can create a positive image of the organization in customer’s mind.
There are different kinds of strategies that will be used by the organization in the hospitality sector to improve the customer services. These are discussed as below:
The organization should address the great supporter to inspire a large number of consumers in less time and cost. Great supporter could be an individual whose work is followed by other. The major difference between an executive and great supporter is that great supporter cannot have a designation but have individuals who are inspired to eagerly follow them. Further, the great company focuses on trustworthiness as it supports to find the feasible result (Burke, et al., 2014).
The company should identify needs and preference of consumers to provide effective customer services. The customer needs also demonstrated which kinds of activities should be considered to meet the consumer’s needs. The company should also make policy about customer need that can be based on the past data for dealing with the present situation and avoid the future risk (Bolman, et al., 2017).
Dedication could also be an effective strategy for a company because it enabled the company to give their best in the operational activity. It could be effective to accomplish the task of the company in specified time and cost. The marketing manager activities should be considered customer needs in order to get a positive result. It can be appropriate to effectively deal with consumers regarding their services issues. The great managers are dedicated to continuing the right activity and effectively deliver the product and services of the company (Armstrong, et al., 2014).
The company should also need to develop the emotional intelligence of employee to deal with the emotion systematically. In an organization, the different employee has a different personality, emotion, and strength that can influence the customer services. The Emotional intelligence can be related to the way of talking, establishing a robust relationship, and accomplishment of goals. Moreover, lack of emotional intelligence in sales executives could demonstrate different features such as arrogance, insensitivity, volatility, selfishness, and rigidity (Obolensky, 2014). The main advantage of emotional intelligence is to take a decision about employment wherein it could incorporate some factors such as hire, fire, and promote workforces. It could greatly affect to deliver the customer services. From the utilization of emotional intelligence, an organization could be able to manage their emotion to attract a large number of consumers.
The manager should appropriately treat with their potential consumers to make a positive image in their mind. In an organization, each member seeks that code of conduct could be important to make the favorable relationship between salesperson and consumers. Besides this, it can be stated that different people have a different expectation that could influence the code of conduct. Where some people have need praise and gratitude while other desire to produce output by functioning as high performing. Therefore, the organization should categorize the employee accordance to their expectation and manage effectively with them. It can be appropriate to handle with consumers as well as make a robust relationship with them in long-run (Teiwes, 2017).
The company should also aware of their last mistake so they can learn from failure to handle the consumer’s service issues. A great salesperson should also remember each mistake to learn something new. It can be essential to improve consumer services and gaining productivity in long-run (Colla, et al., 2014).
Conclusion
From the above interpretation, it can be concluded that the knowledge about the customer satisfaction skills can positive impact on the enhancement of financial performance as well as improving customer services. It can also support to motivate consumers, make a positive relationship, and increase salesperson passion level. It can also be summarized that lack of customer satisfaction skills can decline the performance along with the quality of consumer services of the company in long term. It can also make negative image among customers in the marketplace. Finally, it can be interpreted that lack of customer satisfaction skills can be eliminated by using company strategies.
References
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