Customer Service Management for Caravan Park -myassignmenthelp

Question: Write about theCustomer Service Management for Caravan Park. Answer: Avoid becoming emotional as the customers may be emotional or even violent in speech. The customer can become emotional especially if they feel so much offended (Kumar Madupalli, 2014, p.244). For instance, the customer who received a room not requested for, and of low class as he said, was emotional. The attendant was supposed to make him calm by telling him that it was an error that will be avoided in the future. Levels of customer service and the complaints in the business There are about five (5) levels of customer service that can best present the complaints that usually arise in the workplace from the customers. The levels define the status of the customers who visits a business or an organizations site of services. The levels of service of the company or the organization is the main contributor to the response of the customers. This can be in terms of service or the products provided by the business (Jahanshani et al., 2014, 296). Working in Mt Barker Caravan Park in Australia exposed me to a variety of experiences in customer service. In the work place, there was a flow of consumers from all the world coming to enjoy themselves in our caravan parks. The Caravan park and Cabin accommodation in this premise are given to the customers at an affordable price. There are however many other caravans in Australia which compete with Mt. Barker Caravan Park, it means that the customers must be treated so nice so that they can continue coming to our parks. In relation to the SWOT analysis, the management can be able to evaluate the strength, weaknesses, Opportunities and finally the threats facing the company as a result of customer services. It is possible through meeting the following levels of customer services (Jin, 2016, p.94). Unacceptable, is the first level of customer service. It became the weakness of Mt. Barker Caravan park. It regards poor, bad or poor services given to the customers. This level is unacceptable as the customer would not visit the business again for similar services. These leads to complains in the work place from the customer. For instance, in Mt. Barker Caravan Park, a customer complained because he was to receive accommodation in the fully self-contained cabins at $187 and the request processed for the customer with his wife was for the cabins with private adjacent ablutions which was supposed to be $99 but he had paid for $187. He was forced to spend there and in the morning the complaint was too much because the customer felt so much pain for the inconvenience. The service was unacceptable. Another level is basis service level. The customer is treated or handled normally. The customer is not made happy, meaning that, there is no any complain and no favorable moments in the workplace for the services given. Good level services occur when the services offered are satisfactory but also no trace of appreciation. The customer in Mt. Barker park comes, given the booked camp site, he is given all that h want but left by themselves. The services are plain because nobody came to see how the customer is doing. There is world class level of service where the ratings are beyond satisfactory. The customer finds your services great and awesome. The customer can compare your services with the top deliveries of the same business ventures. The trademark level of services is the best of them all. The customer is very glad, satisfied and the services are excellent. Other companies or businesses are behind you and tries to be like you. The company offering these services is the benchmark to other companies. For instance, in Mt. Barker Caravan Park, there are some customers who visited us as a group. They were given tents as they had ordered and they also received laundry facilities and all the items they were supposed to have. At 10.00 pm, the attendant noticed that the people wanted a site for cooking some of their traditional meals they had carried, he directed them to the kitchen, he also stayed close to them and kept asking what else they required. The services they received were so nice that they sent a letter after they left thanking the organization management. These services can be said to be of trademark level. SWOT analysis and suggestion of corrective actions to customer complaints over the services given In response to the strengths of Mt. Barker Caravan Park, the company is able to meet the customers needs in that, the management has provided the suggestion channels through the companys site where customers suggest what the management should improve from the experience of the service given. The management is therefore able to meet the customers from their individual point of view and afterwards, the positive suggestions are implemented. The management has also devices a strategy of involving the workers in planning for the customers welfare. It has resulted to the quality delivery of services to the people who becomes our customers. The management has also started giving free tickets of promoting those customers who regularly visit our premise. The plan has gone on for the last few years and the customers have started showing in big numbers to win the tickets and others to have an experience in Mt. Barker Caravan Park. The company has numerous opportunities in Australia to venture in catering and hotel services. Among many companies offering the same services in all parts of Australia, Mt. Barker Caravan Park has a better opportunity to expand. This is because of the locality, it is located in the green parts of West Australia where there is a good natural environment, many birds and beautiful scenes for camping and other related services. The company is also threatened by the competition in the global market where many other countries apart from Australia which provide such services (Nguyen, 2016, p.107). The global market has expanded and the visitors from outside Australia which could visit Australia has started to decrease. It is until then that Mt. Barker Caravan Park has been threatened to improve their services for their customers and adapt world class standards. The trademark level of customer service has therefore become a necessity for the caravan park so as the company can compete with other companies in the world (Smith et al., 2014, p.211). Step by step process of resolving a complaint of the customer in the workplace There is a procedure to be followed when resolving a conflict from the customer (Davidow, 2014, p.70). When the complaint comes to the management desk, the management should: Listen with an open mind whereby, the customer should be listened to and not prejudging them or the situation. The manager or the attendant should not rebuke the customer but carefully listen so as you can understand the situation well. Then repeat the problem back to the customer in your words to affirm what they said and let them make sure that you heard them keenly and you showed them a sense of concern, Empathize with the customer and assure them that something is going to be done. Let the customer know how much her concern is important and that you valued what he said. Try to cure their anger and calm her with an assurance of a better service for the next time. One should then follow closely, if the team of workers maybe, did not communicate to the customers well, or may be the customer was harsh and they became harsh too, you should seek to rectify that mistake for a better future of the business. Finally, correct, if need be, anywhere if the customer was correct on their argument. It helps the organization to grow and make the services better as previous mistakes will not be repeated (Song, Cadeaux and Yu, 2016, p.116). For good customer experience, there should also be; To resolve the complaints from the customers, it is imperative to start with policy documentation on how the customers who visit the caravan park should be treated. In this aspect, policy on service, communication and rewards should be laid. It will help the workers to treat the customers in a well strategized system with no confusion. When there is no policy, the caravan park would not succeed in giving the customer the best service. Order can be kept by the policies documented on service delivery to the customers as well to the products that the management has provided for the customers and the infrastructures for accommodation like well furnished rooms. Clear and precise procedures of the Caravan park to the customers is inevitable. When the customer books a room for example, or orders for some service, the procedures should be made simple for them to handle and carry. Good Customer Management is another important thing. When the customer is in the site, there should be a person guiding him, her or them, on where they want to go or what they need. Attendants should be in a position to manage the customers movements, provide answers to the questions of the customers as soon as they ask them. Communication Techniques to Be Used in Handling Customers Complaints Give the customer ample time and beware of interruptions by allowing them to talk. It is not courteous if one is speaking and you dont wait for your turn. The customer may not be courteous but as a manager or a worker, one should be courteous. Take the turn if necessary in communication and select the words to say amicably. Listen actively to the customer raising the complaint. It can be through minimal responses, repeating some of the statements from the customer and also nodding. Facial expressions will show whether one is actively listening. Avoid negative questions when communicating to the customer raising a complain. Questions like, why will not be fruitful and it can lead to a loss of customers. Be sensitive on the language you use. Select each word to say as they may be of good or bad impact to the customer. Adopt positive and not negative statement which would show the customer that you are either bored by their concern or that they are the ones who have done the wrong. Let the customers feel free when raising their grievances because failure in which, the business may be endangered through one customer. References Davidow, M., 2014. The a-craft model of organizational responses to customer complaints and their impact on post-complaint customer behaviour. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 27, p.70. Jahanshani, A.A., Hajizadeh, G.M.A., Mirdhamadi, S.A., Nawaser, K. and Khaksar, S.M.S., 2014. Study the effects of customer service and product quality on customer satisfaction and loyalty. Jin, H., 2016. Research on the E-commerce Business New Pattern from Perspectives of SWOT and Customer Relationship Management. DEStech Transactions on Social Science, Education and Human Science, (isetem). Kumar Madupalli, R. and Poddar, A., 2014. Problematic customers and customer service employee retaliation. Journal of services marketing, 28(3), pp.244-255. Nguyen, L.H.L., 2016. Improving Competitiveness in Service through Customer Satisfaction in ABC Company. Smith, K.R., Scarpaci, C., Scarr, M.J. and Otway, N.M., 2014. Scuba diving tourism with critically endangered grey nurse sharks (Carcharias taurus) off eastern Australia: tourist demographics, shark behaviour and diver compliance. Tourism Management, 45, pp.211-225. Song, H., Cadeaux, J. and Yu, K., 2016. The effects of service supply on perceived value proposition under different levels of customer involvement. Industrial Marketing Management, 54, pp.116-128.