Speed and accuracy of service Essay Example

Speed and accuracy of service Essay To test how speedy (taking into account of the slowness of the computer) and accurate their levels of service are, I put in my booking information and was delighted to find that exactly what I wanted came up, I then entered a few specific needs and they were able to cater for me.  Teamwork  Virgin Atlantic has a procedure of a one day training course which will enable staff to provide exceptional customer service. Mission Statement  The mission statement of virgin Atlantic itself; separate from Virgin as a whole is;  To grow a profitable airline, that people love to fly and where people love to work.  This shows that they want both their costumers and workers to have an enjoyable experience with them, which is good that they take into account the feelings of the both groups of people who make organisations growth possible.  Methods used to monitor and evaluate service standards  There are three main methods that can be used to monitor the levels of service and Best western use all three. Mystery Shoppers  Magherabuoy House hotel do use mystery shoppers to evaluate their levels of customer service, they have began using these methods due to complaints. After using mystery shoppers in the bar, reception area and generally throughout the entire customer facing roles of staff, Trevor Clarke told us this in our questions and answers session with him. He said that they were able to improve with a lot more ease and were able to pin point the flaws so the company could then improve. The hotel does not use mystery shoppers on a regular basis, more so only when there could be a problem which cannot be seen by managers or fellow colleges. We will write a custom essay sample on Speed and accuracy of service specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Speed and accuracy of service specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Speed and accuracy of service specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Questionnaires  Quantitative these are quite simply yes/no questions for example the Magherabuoy use these sorts of questions to try and understand the needs of the customers.  Qualitative are more open questions which can be used to describe how something felt, Magherabuoy use these in their restaurant to find out how people enjoyed the food and what could be better.  Observation  The managers at Best Western regularly observe the state of their properties, from the use of the questionnaires; the Magherabuoy restaurant staff were able to observe the responses and came to understand that the majority of the negative reports were coming from the breakfast menu. Once the observation had taken place, the restaurant changed their menu and then soon found goof feedback coming back to them about it. Part Two  P2 describe the benefits of good quality customer service, and the consequences of poor service, in two different travel and tourism organisations.  Benefits of good service to the employee  Magherabuoy promote working as part of a team for collective goals to help boost staff motivation; this is one of their staff incentives. With clear standards in place staff will be customer focused therefore the level of customer complaints should be reduced.  The employee will look forward to the financial rewards; the Magherabuoy give pay rises to the employees after a period of time, once the employee has worked there for the first three months their salary will rise slightly and so on. The employee will look forward to the monthly rewards such as staff bonuses and employee of the month; obviously these are only given when and were disserved so this will incentivise the staff.  There are opportunities for further promotion through training- once the staff are in higher training they will soon feel proud to work for the organisation.  When the employee is working well and looks well; they will feel well. This means that if the employees are providing a good service, the customers then will have nothing to complain about and perhaps may say thank you for the service- this will result in job satisfaction. Benefits of good service to the employer  The employer will achieve business success if customer expectations are satisfied and exceeded.  For the employer; increased sales and profits and profits mean customers may buy more products or services and will want to repeat business when they enjoy themselves but this will only happen when a good service is provided to the customer.  The employer himself will gain a good PR (reputation) as a strong share of market continues to grow.  As an organisation the Magherabuoy can compete more strongly by reducing complaints and complaints can only be reduce through providing a good service.