Manage Quailty Customer Service - Identify and evaluate Customer Essay

Manage Quailty Customer Service - Identify and evaluate Customer service - Essay Example As all these prospective customers cannot be get hold by the marketing department at a single place, questionnaires has to be distributed to or featured in all the prospective places, where they will frequent. For example, as the Kingsley Hills as a whole was being developed and promoted by State Tourist authority, the questionnaires along with a pamphlet about the Guest house, can be placed at their various offices and outlets with their permission. It could also be placed in the offices of various travel or tour operators. In addition, when Tourism related fairs are conducted, Ralph and Momo can open up outlets there, and distribute these questionnaires among the visitors. In all these places, they can appoint a person to supply these forms to the customers, requesting them to fill and give in-person or can ask them to post. In addition, Ralph and Momo can open a website for this guest house, and also incorporate a questionnaire in them. Although, all the prospective customers may not respond, the responses of the ones who responded, should be collected and analyzed to assess the customers’ needs and could also help to figure out the target customer base. Customer Service Plan Executive Summary Kingsley Hills Guest House, owned and managed by Ralph and Momo, have opportunities to develop because of the features it is endowed with. The serene and comfortable guest houses with dining and spas can relax and rejuvenate the target customer base of professionals, businesspeople, their families, friends, etc. If these customer segments are treated effectively through various optimal facilities and importantly effective customer service, they will surely enjoy their stay, without any complaints. Even if complaints are raised by the customers, the personnel should handle them aptly. In addition, if the customer service personnel are monitored and motivated, they could provide good output. Introduction For organizations in any sector, customers are the Kings. On ly if the target customer base is found out and enticed through effective marketing strategies, any organization can succeed, or even survive. Marketing strategies will not be successful and importantly it cannot be formulated aptly, without the marketing department conducting market research. Once the market research is done, and the target customer is cornered and importantly their expectations and needs are found out, marketing strategies can be initiated. In service industry, customers will have heightened expectations, and so naturally they will have high grievances as well. So, organizations have to fulfill all those expectations and solve those complaints with the aid of an optimal customer service plan. Customer service plan involves formulating guidelines on the needs and expectations of the customer as defined by the customer. Based on or even using that plan, organizations need to know what their customers want, what they expect, so the organization and in particular the customer service can provide that to them on a consistent basis. (Saleem, 2007). Target market and likely potential guests of Kingsley Hills The target market or the potential guests of Kingsley Hills are professionals, businesspeople, their families, friends, etc., who want to have a relaxed and rejuvenating vacation or picnic in the countryside. As stated in the case, the

Theory Assignment Essay Example | Topics and Well Written Essays - 1250 words

Theory Assignment - Essay Example There will almost always be some common ground from which to work. By working from known shared meanings, it is possible to attach new meanings and new workds by comparing either similarity or difference. Using the more visual metaphor or simile can work well in these circumstances, as long as there is also a clear shared understanding of meanings carries by such imagery. For example one might explain â€Å"timidity† as being afraid of small things, such as l0ooking someone else in the eye. However, in some Eastern and Asian cultures, it is the height of rudeness and a very aggressive act to look someone else directly in the eye. The opportunities for miscommunication are many and truly competent communicators are few. II: Discussing Plans for Saturday Night with my Friend’s Mother It was early one Saturday evening, and my friends and I were going out to hang in the downtown area near places where there were always lots of girs. My two friends left for a few minutes to get something, and I waited. Carl’s mother came into the livingroom where I was waiting, and asked me about where we were going, but she started right off by asking if we were going bird watching. She had overheard a conversation earlier between Murray, who is from the UK and Carl, her son. I did not realize that she had misunderstood, so I simply chatted with her. FM: So I heard you Murray and Carl planning to go bird watching with you tonight. Where will you do that? Me: Oh right on the boardwalk. There’s flocks of them there. FM: Really? At night? Me: Oh you know they love the bright lights and the music. FM: That music? I would think it would drive them away. Me: Well I admit it is a tad loud, and keeps the same beat all night, but one little drink solves that whole problem. They start dancing and get more thirsty, drink a little more and pretty some they love everything. FM: That sounds more like you are planning to catch them. Me: Oh no, nothing quite so crude. A fter all, they can’t fly. FM: What kinds of birds are they, Penguins or Dodos? Me: Oh no, they’re just girls. I’m sorry. Murray’s a Brit. To him all birds are girls, doncha know? FM: No, I don’t. The prettiest ones are the boys. Me: I stood silent for many seconds and then started to laugh. III: Analysis of the Miscommunication in the Conversation and the Causes In the previous conversation, the two speakers did not share the same definition for several of the key words. Notably the two most important were â€Å"bird† and â€Å"fly†, which are colloquial expressions in Great Britain meaning â€Å"girl† and â€Å"run away†. Several other parts of the conversation were ambiguous when paired with the meanings of these two words. â€Å"Drink† was meant as an alcoholic beverage, but was interpreted as meaning water by the listener, because she was convinced the conversation was about the animals that have wings and fly mostly in the day time. Neither participant in this conversation were actually competent communicators, since neither one tried to establish a base of meaning before carrying on with the conversation. The use of slang