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You are a customer service consultancy Firm. As customer service consultant, you are preparing a portfolio for a company to identify issues and suggest improvements to its current customer service experience. You have been asked to provide certain specific aspects of customer service that they require improvement on. For that purpose you need to submit a portfolio. It will provide evidence of a clear, concise writing style by submitting on pre-defined subjects that will demonstrate liveliness and originality; submissions will be judged on the quality of writing and primary plus secondary research. Q.1.1 Discuss the three key reasons for using customer policy with in the hospitality Industry* context. Use Harvard style referencing & in-line citation). * Hospitality, Tourism, Leisure and Sports Q.1.2 From the customer policy of Hilton hotel given in class (and online): • Discuss the purpose of evaluating a customer service policy. • Explain how the evaluation of the policy can assist in future staff training and development. Additional information may be utilized from other sources. Use Harvard style referencing & in-line citation. Q.2.1 Evaluate two benefits and two drawbacks of each of the communication methods from the “Rent a Car Case study” case study. Explain how you would use this in real life scenario. Additional information may be utilized from other sources. Use Harvard style referencing & in-line citation. Q.2.2 Using this Link (given in class) and the table provided in class, analyse how customer perception is influenced by customer service provision. Additional information may be utilized from other sources. Use Harvard style referencing & in-line citation. Websites • www.surveymonkey.com – a free service to create, share and analyse customer surveys • www.customerservicemanager.com – a website with free articles and a range of information (including books). • www.bha.org.uk British Hospitality Association • www.caterersearch.com Caterersearch – Hospitality news • www.catersource.com Catersource – Education, products and news for caterers • www.compass.com Compass – gateway to sites for business, travel, shopping



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