Solution to Question 3
In the capacity of senior manager I will do several things. First in relation to the incident mentioned in the case study I will apologise to the customers. I will do whatever it takes to appease and satisfy them. Perhaps give them a discount for a future stay or to offer them some premium service at a lower cost or even offer it to them for free. I will intimate to the customer that sometimes discrepancies arise however we are committed to satisfying the customer. Then I will make an investigation in to the managerial faults which lead to the ultimate dissatisfaction of the customers. I will implement policies and procedures to prevent such mishaps from occurring in the future. In the case withI the confusion of the telephone bill. I will ensure that our material on the billing procedure is clear and unequivocal. On the issue related to umbrellas I shall first ensure that Umbrellas are available for complimentary loan. And in the case they are not I shall advise the management to provide them to the customer. And should that not be possible advise them to be honest with the customer from the very start. In the case where the customers were provided the more expensive luxury service. I shall make it clear to the valet service that they are to inform the customer off all they options available to them. And to not attempt to influence the customers decision through deceit of any kind. Be it in the form of providing partial information. The customers should be informed of all the options available to them. The customer should be left to make their own decision based on their own budgets. Finally I would strive to enforce the ten strategies discussed above. For it these strategies that will ultimately lead to creating lasting customer relations and creating repeat customers. The effectiveness of these strategies cannot be emphasised enough. They are vital to the success of any hotel, particularly one that provides itself in providing superior customer service. If these policies are implemented then the managing customer relations and quality not only becomes easy but it also becomes effective in increasing business profit through returning customers.
问题3的解决方案
在高级经理的能力，我会做一些事情。有关在个案研究中提到的事件，首先我将向客户道歉。我会做任何事情以安抚、满足他们。也许给他们为未来留下或者为他们提供一些优质的服务在一个较低的成本甚至给他们免费折扣。我将亲密给客户，有时差异出现但是我们致力于满足客户的需求。然后，我会在这导致最终客户不满的管理缺陷进行调查。我将实施的政策和程序，以阻止类似事件在未来发生的。在案例中的电话账单的混乱。我会确保我们的计费程序材料是清楚和明确。对有关问题的伞，我应当首先保证雨伞可免费贷款。和的情况下，他们不是我应当告知管理提供给客户。如果不可能劝他们诚实的顾客从一开始。在的情况下，客户提供的更昂贵的豪华服务。我要代客服务清楚他们是通知客户把他们的选择提供给他们。而不是试图通过任何形式的欺骗影响客户的决策。它是在提供的部分信息的形式。客户应提供给他们的所有选项。客户应该根据自己的预算做出自己的决定。最后，我将努力执行上述十个策略。这些策略，它将最终导致建立持久的客户关系和创造客户重复。这些策略的有效性，不能强调足够。他们是任何酒店的成功至关重要，尤其是一个提供本身在提供优质的客户服务。如果这些政策的实施将客户关系管理和质量不仅变得容易，但它也成为提高企业利润的有效客户通过返回。
