Customer Service & Service Quality at Intercontinental Hanoi Westlake’s Club Lounge
Essay by Megan Pham • March 15, 2017 • Research Paper • 4,560 Words (19 Pages) • 1,111 Views
Essay Preview: Customer Service & Service Quality at Intercontinental Hanoi Westlake’s Club Lounge
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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. | |||
Assessment Criteria | To achieve the criteria the evidence must show that | 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]
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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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