You are working as a Customer Servppriate software o analyse given by your customers on survey andice Manager at the Flicker Hotel. You have been working here for the last year and management is quite impressed with your work.

For the last three months, there has been an increase of customers complaints due to some issues with customer service. Management has asked you to identify the issues and make changes in the policies and procedures for the hotel to increase the quality of customer service experience for customers. You have to perform the following two (2) activities in which you have to identify the gaps in the old policies and procedures in order to develop the new policies and procedures for quality customer service in the hotel.

Activity 1:

UST 1: You need to obtain information on customer needs, expectation and satisfaction levels by using formal and informal customer interviews and surveys. You can refer to Appendix C to find the information, or you can obtain the information from other sources. Develop the template provided by the survey and write some questions based on the experience of customers and staff members regarding customer service practices and products in the hotel.

You need to print out five (5) copies of survey template after writing the questions about customer service practices and give these survey copies to any three (3) customers and two (2) to staff members. Your colleagues will act as customers, and your trainer/assessor will act as your staff members. If there are insufficient numbers of students, then your trainer will fill in these surveys by assuming different customers and staff members based on the questionnaires that you have written. o staff members. iting the questions based on above given coomplaints and give these survey copies to any four customers an

They willy ustomer complaint registermplaintsvey and write some to given three complaints. assuming different customers and staff mem give their feedback according to the questionnaires on survey paper. Your trainer/assessor will be acting as the manager of Flicker Hotel to whom you need to communicate about the customers' feedback on products and customer services.

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As you get feedback from customers and staff and information regarding the issues in the previous policies and procedures of customer service practices, you need to calculate the average of ratings given by your customers and staff on feedback surveys by analysing them using appropriate software.

You have found three major complaints from customers where customers have given a very low ranking.

These complaints are as followings:

Note: Words are not grammatically corrected to represent actual customer jargons and practicality:

Complaint 1. I entered the hotel and went to the reception. Nobody was there; I stood for almost 20 minutes. One guy came and asked about any help. He didn't even greet me well. It was the worst experience of my life.

Complaint 2. I ordered roasted chicken with red wine. The waiter served me the dishes in a rude manner. I complained about that behaviour to the manager of the hotel, but he ignored my complaint and told me that he would ask waiter later on as he is not having enough time for taking complaints at the moment.

Complaint 3. I booked a meeting at this hotel for the staff. It was on Friday, and unfortunately, we had to cancel our booking. According to hotel policy and procedure, they must give us a refund of 80% booking fee, but instead of giving 80% they gave me only 20% of the money back. The management said policy had been changed one day prior to your booking, but I have the document which states about the policy of refund for 80%. Even it took around two months to refund the money.

You have to analyse these complaints and speak to the management regarding these complaints and also read the previous policies and procedures of this hotel to develop better customer service practices.