Monitor and improve customer service Assignment

Monitor and improve customer service - Assignment Example The firm is expecting at least twice the number of waiting calls in relation to the calls that are active (Tugnoli ). The indicator will focus on the number of calls that will lead to the resolving of a particular problem as put forward by the customers. The institution will need at least ten calls from the consumers in order to look into a particular problem (Parmenter). The number will eliminate any doubts in the existence of the problem. The perspective will focus on registering the opinions by customers about the provision of the services by the agents of the business entity (Kerzner). The feedbacks will ensure the apprehension of consumer needs and the upgrade as per the consumer satisfaction. The aspect will register the time that elapses when an agent attends to the client. The information will evaluate the efficiency of the workforce. The time measure will also register the ability of the institution in handling complaints. Every employee objective has a link with at least one KPI. The fact will make sure that the evaluation of the performance is simple and efficient. To be more specific, the institution will employ the unit team key performance indicator. The indicator will illustrate the ratio of the difference between the complaints that an agent handles that result to customer satisfaction against the number of the customers that are not satisfied. The KPI illustrates the performance of the human resource. The following questionnaire will focus on acquiring customer feedback as well as registering the performance from the consumers’ perspective. Any information henceforth will be confidential and shall not be available to the public. The title of the essay illustrates the possible upgrades that the customers suggest about the prevailing customer service exercises. The propositions here in also concentrate on the possible weaknesses of the program. Consequently, goes a

The impact of knowledge sharing on Hotel Industry effectiveness in UK Literature review

The impact of knowledge sharing on Hotel Industry effectiveness in UK - Literature review Example This, in turn, can have positive implications for London hotels, restaurants and the tour operators and increase their overall profitability. However, the number of hotels keeps increasing and the competition becomes tougher as the market share gets divided among a large number of players, which decreases profitability of individual hotels. From the current trend, it transpires that the hospitality market shows a mixed response and factors such as region and sector do exercise a crucial influence in determining the trends in profits. Similarly, the profitability in certain regions and sectors may be reflecting the impacts of certain temporary phenomenon such as some major events and the consequent surge in tourist flow rather than a sustainable change in market structure. On the other hand, the advent of computer and internet technologies has facilitated an environment where hotels have access to about â€Å"1000 times more data than a decade ago† and hotels can make use of it for furthering their business (Toedt 2013:15). In a market condition, which remains uncertain and volatile due to its dependence on a variety of variants, companies have to look for appropriate strategies to cushion the risks and set off possible failures in the market. Thus, they have to integrate all possible management concepts in their day to day functioning to ensure their smooth operation and optimizing their potential in the marketplace. This becomes especially relevant in the case of companies in the hospitality and hotel industries because of their unique characteristics that make them susceptible to seasonal fluctuations apart from conditions that apply to other industries. Similarly, some of the major management concepts that are being integrated to other industries are not being implemented in hospitality industry. A good example of this is Knowledge Management (KM), which emerged in the recent years as a management concept to enable companies to attain optimum efficien cy and â€Å"sustainable advantage† over their competitors (Isa et al 2008:103). Hotels need to explicitly manage their â€Å"intellectual capital† by incorporating knowledge management principles into their day to day functioning (103). With the advancement in information and communication technologies, major changes have occurred in all spheres of management, to stay compatible to the ever evolving technologies and to update employees with the emerging innovations. Similarly, there is an imperative requirement for employees engaged in the hospitality industry to keep themselves abreast of the latest developments in technology and other fields so that they can understand the effects of such changes in different â€Å"elements of business† and easily adapt to the changes occurring the society around them (Carina Antonia Hallin & Einar Marnburg 2007). Christensen (2003) argues that in the recent years, knowledge has become the significant component of business op erations to achieve as well as â€Å"sustain competitive advantages† (2). He defines knowledge management as process that involves several â€Å"mechanisms and structures† necessary to handle knowledge as well as understanding various aspects and stakeholders of such knowledge that one pursues (3). In the backdrop of a dramatic