Marketing

As customer service is a series of activities designed to enhance the level of customer satisfaction and their value to the organisation, the success of such interactions is dependent on the employees who need to adjust themselves to the customer’s personalities (Chitty et al 2012 and Dougherty and Murthy 2009). Achieving high marks in customer satisfaction is one essential element that needs to come from every part of the organisation ensuring that something unique is delivered to its customers (Mallet 2008 and Bilitiz 2010). As such, a customer service program formalises the level of customer service an organisation aims to provide and what practical things an organisation will do to achieve this, Queensland government (www.business.qld.gov.au[->0]). Establishing a successful customer service program requires commitment from both the employer and the employees as there is need to plan the program, develop it, implement it and also sustain it thus putting training and feedback in place, Queensland government (www.business.qld.gov.au[->1]). With focus on Duxton Hotel as the local service organisation, its core service is accommodation and they currently focus on the luxurious 5 star end of the hotel industry.

When an organisation wants to effectively implement a customer service program, there are essential elements that must firstly be considered. There must be a reason for an action to occur. According to Precision Group (www.anrl.com.au[->2]), an organisation should firstly know what its customers want. This can be obtained through customer complaints. An organisation should first know what they are doing wrong before implementing any changes. This is because customer complaints allow organisations to interact with their customers and acquire detailed information about the service. This can therefore be used as a guide to providing solutions to problems and also improving customer service.

Objectives to implementing the customer service program should also be...