CUSTOMER SERVICE MANGEMENT PLAN


You are the newly appointed Customer service manager of a well-known city hospitality establishment. To ensure that the business will continue to operate successfully in a competitive market, with the necessary level of customer service, you are to develop a customer service management plan.

The assignment is to include the following sections.

Section 1
Background information on the type of establishment, location, target market plus any information that will assist the lecturer in assessing the appropriateness of your plan

Section 2
Provide the:
1. Vision statement and an explanation to support the statement
2. Mission statement and an explanation to support the statement.
3. Your proposed service standards (objectives) to reach your mission and vision.

Section 3
1. Select two (2) strategies by which you would communicate the service standards to staff. Provide explanations and referencing to justify your selection.

2. Develop a customer survey form, which would help to identify your customer’s service expectations. Provide explanations and referencing to justify the appropriateness of your decision..
3. List the devices you would use to monitor level of customer service. Provide explanations and referencing to justify your choices.

4. A. Using primary or secondary research, report a current external change that has an impact on customer service in the hospitality industry. (Please ensure the source of your information is referenced).
5. State how you would adjust your plan to incorporate/acknowledge this change.