The customer service charter below is of National Australian Bank .The customer service charter provides high standard services to the customers. In order to offer the service adequately to the customers the aspect of fairness, service, security, issue of accountability and transparency are always respected. The aim is to provide the effective and efficient customer service by use of the deliverables indicated by the charter.
Customer service charter for National Australian Bank.
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Service from the organization. |
The goal. |
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Aim to service customers effectively and promptly. |
Not more than 3 minutes. |
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Withdrawing amount of less than $ 44500 in the counter |
Should be within 5 minutes. |
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Opening new account |
Within 5 minutes. |
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Answering calls from customers |
Within 1 minute. |
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Issuing cheques and approving cheques |
Not more than 30 minutes. |
In this section I have indicated the profile for creditors and debtors in the bank. The profile includes personal information and data that helps in accessing data of the intended customer in the bank.
There are number of strategies organization has designed so as to meet all the needs of the customers. Some of these strategies include;
First the National Australia bank aims at answering the questions regarding the account management. The bank has many branches that will meet customers at their comfort zone.
The bank also aims at resolving all the queries promptly.
The organization emphasize on efficient customer service and it is in position to resolve issues promptly thus meeting the expectations of the customers.
The bank also has designed a computerised software which assists in handling complains.
The bank also replaces the ATM card quickly if one has lost or being stolen.
Debt certificate is issued so as to remind customers on the available debt.
Did you get good customer care?
Yes I appreciated the care you accorded to me. In fact I have enjoyed your services and am anticipating to come back in future. The delightful rooms and adequate balcony was wow!
Would you come back to the hotel?
Probably yes, have enjoyed all the services and I don’t expect whether there is anything that can deter me coming back. The pay was fair and I am delighted.
Was, it value for money (fair value) when you considered the travel /cost?
Yes, the price was fair. Last month I remember I visited another hotel on the lower side and I was spending thrice of what I have been spending in this hotel. Of course the fare was not too much so to me I have enjoyed my holiday in this hotel and I hope next time will be more.
Customer Service Experience.
The travel indeed was somehow tiresome. Indeed the fare was not expensive as I was expecting.
The check in department did not alert me on the visitors in the hotel. Entering hotel was not easy as I was expecting .I met with a number of visitors who were moving around. I have never been experiencing large number of individual in other hotels.
The person who escorted fully explained to me what I was supposed to do. In fact he guided on getting Golf Shoes and I was happy so I think the escort was helpful to me.
The room I used was delightful and I appreciate the hotel for good work. The room had balcony and I enjoyed the cool breeze.
Generally, the golf was expensive and the shoes for hire were expensive too. Also, the weather did not favour for the game and the management were unwilling to refund me.
The gyp tools and pool were good. The facilities were good and it was wow using the gym tools which were available and of optimum weight.
At first I was turned away since the restaurant was full. I was not happy but next time I believe you will pay attention on it.
The cancellation of the tour frustrated me but despite all these I enjoyed staying in the hotel.
The check-out experience was not bad .I was given a note indicating the next event in hotel and I appreciated the nice moments I experienced in the hotel.
Part 2 C; Customer service police .The hotels perspective.
(i).Five policies from the experience
The hotel need to identify on policies that will assist in emphasizing direct fly to the hotel. Using taxis seems to be tiresome.
Yes the check-in was good but is it necessary to offer wines to all customers. Policies should be formulated to look for other drinks.
Generally, giving direction to new visitors is always helpful. The hotel need to consider use of lifts instead of stairs when shifting from one floor to the other.
I was not satisfied on the prices tagged to the shoes and gym resources’ used. Mechanisms need to be formulated so as to reduce huge prices incurred.
The checkout system need to be systematic so as to control large number of visitors in the hotel.
(ii) How to communicate new standards with staff.
It can be through use of media.
It can through the questionnaires.
Consider new staff.
Stuff induction starts by initiating planning strategies within the organization. When planning there should be the impression needed, a clear description of the policies, procedures in induction process and selecting the right person for the position.
Also, the other analogy to consider is creating a checklist thus preparing new workers in the organization. After the check list the worker is allowed to carry out activities in the organization.
In order to account for the performance management, the following procedures should be adhered to;
Performance management.
The assessment will include the following;
The succession plan for the organization will be analysed through the following;
Task 4; Complaint letter.
Complaint letter
Reference number 054
December 17, 2018.
Managing accountant
Chloe’s Holiday Retreat
P .O. box.08910-46320
Far North Queensland
We are sorry for what happened in the hotel in your last visit. I received the complaint letter yesterday and I am sorry for what happened to you. I have realised that there were delays and you were served with food of cool temperature in our hotel.
Therefore, I would like to apologise for the inconvenience .The manager has improved on use of microwaves and we have purchased new instruments which can keep the food hot for more than 50 hours. The delay you experienced we have fixed it and it’s my hope come next time all will be well sir.
From the management perspective we would plead for you to preach good news on our hotel. We are focusing to improve on customer satisfaction. Therefore, I thank you so much for revealing the matter .Feel welcomed next time we love you as our main customer.
Reference
Chen, Yuan-Ho, Ming-Lang Tseng, and Ru-Jen Lin. “Evaluating the customer perceptions on in-flight service quality.” African Journal of Business Management 5, no. 7 (2011): 2854-2864.
Sampson, Scott E., and Martin Spring. “Customer roles in service supply chains and opportunities for innovation.” Journal of Supply Chain Management 48, no. 4 (2012): 30-50.
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