Oberoi Hotel
Introduction
This chapter presents the background of the study, statement of the problem, purpose of the Study, objectives of the study, research questions, scope of the study and the significant of the study.
Background of the study
Customer care was defined by Kotler (1998) as a service that one can offer to another which is essentially intangible and does not result in the ownership of anything but brings about customer delight and satisfaction. In other words, customer care is a service that seeks to acquire new customers, provide superior customer satisfaction and build customer loyalty. As times change so do customers care aspects. The hospitality industry is one that is constantly undergoing change and because of this, the customer care service programme must be kept constantly updated as well.
Customer care services in organization include reliable services, security, parking space, front desk services, attractiveness, speed in service delivery, after sales services, customer attention and sensitivity to their needs, honesty, and good attitude towards customers. Customer care services are focused on making the customer comfortable, creating memorable interaction in the minds of the customers and making them feel better, satisfied than they were before the transaction and stimulate customer retention. The motive of any business is to create and serve their customers, but the biggest challenge is how to satisfy them for the life time of a business.Businesses should always look for ways to serve their customers more than they expect. In doing so, it helps them to know you care and it will leave them with the feel “Feel Good Factor”.
Customer care plays an important role in an organization’s ability to generate income and revenue therefore customer care should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.Customer care
This chapter presents the background of the study, statement of the problem, purpose of the Study, objectives of the study, research questions, scope of the study and the significant of the study.
Background of the study
Customer care was defined by Kotler (1998) as a service that one can offer to another which is essentially intangible and does not result in the ownership of anything but brings about customer delight and satisfaction. In other words, customer care is a service that seeks to acquire new customers, provide superior customer satisfaction and build customer loyalty. As times change so do customers care aspects. The hospitality industry is one that is constantly undergoing change and because of this, the customer care service programme must be kept constantly updated as well.
Customer care services in organization include reliable services, security, parking space, front desk services, attractiveness, speed in service delivery, after sales services, customer attention and sensitivity to their needs, honesty, and good attitude towards customers. Customer care services are focused on making the customer comfortable, creating memorable interaction in the minds of the customers and making them feel better, satisfied than they were before the transaction and stimulate customer retention. The motive of any business is to create and serve their customers, but the biggest challenge is how to satisfy them for the life time of a business.Businesses should always look for ways to serve their customers more than they expect. In doing so, it helps them to know you care and it will leave them with the feel “Feel Good Factor”.
Customer care plays an important role in an organization’s ability to generate income and revenue therefore customer care should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.Customer care
References: http://nightout-party.blogspot.in/2012/03/oberoi-hotels-resorts-rated-1-in-guest.html http://articles.timesofindia.indiatimes.com/keyword/oberoi-group/recent/2 http://www.vccircle.com/news/consumer/2013/08/05/oberoi-hotels%E2%80%99-parent-eih-posts-102-growth-revenue-116-increase-net-profit http://www.oberoihotels.com/special_offers.asp