begging for business. The guarantee could even introduce an element of doubt into the customers’ minds about the ability of the firm to deliver on the promised level of service. • There are many external uncontrollable variables. E.g. weather‚ location‚ etc. Customer Reactions When a customer makes a complaint about the level of service he receives‚ he expects a quick‚ suitable resolution. A customer who is not aware of this guarantee offered by Hampton will express shock and surprise that a company
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the data and material presented to make recommendations for changing the customer service processes and culture. Specifically‚ you are required to: • identify Brad’s major customers • prepare a customer service policy for Brad’s business • prepare a standard for handling complaints • prepare a work instruction for handling a complaint • give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals • outline how
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INTEGRATIVE CASE 7.0 The Plaza Inn OVERVIEW David Bart‚ General Manager of the Plaza Inn‚ received a letter from the hotel association of which the Plaza Inn was a member. The letter stated that the hotel’s service levels did not measure up and that the front desk and reservations‚ two critical departments‚ received the worst ratings among all of the association’s properties. Unless the management of the Plaza Inn could submit a plan for guest service improvement and pass the next inspection
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There is an array of things that are assessed in starting a successful business. When viewing the success of Dale Northrup who decided to open the Percy Inn in Portland‚ Maine‚ after being a critic and editor for hotels and cruise ships all over the world‚ it becomes very apparent that a great deal of work goes into starting a successful business. A business owner must first determine the reasons in which they want to start a business. The owner must determine what entrepreneurial characteristics
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Running head: FedEx Customer Service: A Management Dilemma The FedEx Customer Service Holiday Dilemma Southern New Hampshire University QSO 500 Problem Background Federal Express‚ also known as FedEx‚ is a delivery service business headquartered in Memphis‚ Tennessee. The company offers delivery services in all 50 states and across several U.S territories. FedEx offers services internationally‚ although this research will be focused on U.S. operations. FedEx’s mission
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Express by Holiday Inn was opened in November 1998 the hotel has always used CLS for its operations. Employees who use the system resign and go and as such knowledge of the system has been grossly reduced to an extent where the system is just used for the basics for checking in and out‚ posting cash and doing night auditing. There are a lot of capabilities of the system that are not being utilized. The paper will focus on the Computerized Logging System that is being used by Holiday Inn Express Beitbridge
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A subcommittee of the board of directors of Hampton Inns has made a bold proposal that customers be given a guarantee of “complete satisfaction or your night’s stay is free”. Employees will be permitted to make good on this guarantee without the approval of managers. But although the proposed guarantee would show great confidence in the hotels’ quality and would give Hampton Inns a competitive advantage‚ most of the hotel’s managers oppose the plan. Why would they not want to guarantee customer satisfaction
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Sleepy Inn Motel Eng Huang bought Sleepy Inn Motel‚ a 60-room motel located at the edge of a small town about one-half mile off the interstate highway. Even though Sleepy Inn Motel is 10 miles from a tourist area‚ the only promotion near the motel is two large signs advertising the name of the area. Over the past two years that Eng has owned and operated Sleepy Inn Motel‚ its occupancy has been far below the average for other motels with his classification. Eng must make a strategic business
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The Holidays The meaning of holidays is essentially a time we embark moments and share time with love one’s. In the United Sates‚ holidays are a very superior time that many of us embrace. Many can think back on holidays that they’ve encountered and recollect favorable moments. For many‚ it is the time of the year when people seem to grasp inside of one another and distinguish the best of things. Clearly‚ to some amount the “holiday season” gives people a sense of pleasure
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Holiday 1) a time of rest from work‚ school etc [= vacation American English] 2) a period of time when you travel to another place for pleasure [= vacation American English] 3) a day fixed by law on which people do not have to go to work or school. E.g.The 4th of July is a national holiday in the US. 4) the holiday season‚ the holidays a) American English-the period between Thanksgiving and New Year b) British English-the period in the summer when most people take a holiday
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