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Customer Service & Service Quality at Intercontinental Hanoi Westlake’s Club Lounge

Essay by   •  March 15, 2017  •  Research Paper  •  4,560 Words (19 Pages)  •  397 Views

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Student name

  Assessor name

Hieu Manh Dinh

Vicky Nguyen

Assignment issued on

Interim Submission on

Final submission on

11.04.15

Click here to enter a date.

11.04.15

Qualification

Unit number and title

Higher National Certificate (HNC)

HM03 – Customer Service

Assignment title

An Analysis of Customer Service and Service Quality at InterContinental Hanoi Westlake’s Club Lounge.

In this assessment you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.

Assessment

Criteria

To achieve the criteria the evidence must show that
the student is able to:

Task no.

Page numbers

[page x to y]

1.1

Discuss reasons for using customer service policies.

1.2

Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development.

2.1

Evaluate different communication methods and how these are used to best effect.

2.2

Analyze how customer perception is influenced by customer service provision.

3.1

Assess sources of information on customer requirements and satisfaction levels.

3.2

Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements.

4.1

Deliver customer service in a business & service environment.

4.2

Review own performance in the delivery of customer service and make recommendations for improvement.

Student declaration

I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.[pic 3]

Learner signature:         Date: 03 – 03 -2015

CHE ASSIGMENT FRONT SHEET FOR STUDENT SUBMISSION WITH ASSIGNMENT[pic 4]


[pic 5]

[pic 6]

An Analysis of

Customer Service & Service Quality at InterContinental Hanoi Westlake’s Club Lounge

        HIEU MANH DINH | HM03 – CUSTOMER SERVICE | 03 – 03 – 2015

Acknowledgement

        I would like to express my sincere gratitude to all who supported me to accomplish this research. In addition, a real appreciation I desire to send to my dear lecturer, Ms. Vicky Nguyen, who have been with us from the very beginning and always tried her best to contribute to the general success of the class.

Besides, it will be an omission if we do not mention CitySmart Hotel Management, colleagues and also the hotel of InterContinental Hanoi Westlake, the people and organizations we desire to send our appreciation for helping us in searching information.


Table of Contents

Abstract        4

Introduction        5

Review of Literature        7

Customer Service        7

        Characteristics of Services        8

        A Customer-focused Industry        9

Service Quality and Ways To Assess        9

        SERVQUAL        10

        Feedback Forms (Comment Cards)        11

        Maslow’s Hierachy of Needs        12

        Services Marketing Mix (7P’s)        13

Research Methodology        14

1.        Services Marketing Mix (7P’s)        15

2.        Maslow’s Hierachy of Needs        18

3.        SERVQUAL        19

Conclusions        21

Bibliography        22

Abstract

This research will provide the reader the understanding of customer service and service quality through patterns and theories.

First, the author will review all of the literatures collected from alternative resources to make comparison and then conceive with the definition supposed to be the clearest. Then, based on collected data, all of the theories and patterns will be applied to a chosen venue, Club Lounge at InterContinental Hanoi Westlake Hotel, to test and verify the effectiveness of them. Finally, the author will finish and summarize the research in the conclusion.

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