客户服务的第二次报告

Introductionofmyreport:Accordingtotheneedsoftheclass,ourgroupwasinvestigatedthecustomercarestrategyofShangri-LaHotels.IwilldescribetheShangri-lahotel’sstrategyofcustomercare.IalsowilldescribethewaysinwhichstandardsofcustomercareofShangri-lahotelwereestablishedanddescribethemethodsusedbytheShangri-lahoteltogatherandanalyzeinformationfromcustomer.FinalIwilldescribehowthecustomercarestrategyisreviewedandhowimprovementsaresubsequentlymakeandimplemented.Introductionofthecompany:Shangri-LaHotelsarefive-starluxuryhotelslocatedinpremiercityaddressesacrossAsiaandtheMiddleEast,withfuturedeluxehotelsunderwayinNorthAmericaandEurope.DiscerningbusinessandleisuretravelersfromaroundtheworldstaywithustoenjoytheirlegendaryAsianhospitalityandwarm,caringservice.TheShangri-La'S'，the'S'logowhichresemblesuniquelyAsianarchitecturalforms,suggestsmajesticmountainsreflectedinthewatersofatranquillake.ThewaysinwhichtheplansforacustomercarestrategyShangri-lahotelsarenolongerconfinedtothetraditionalprinciplesofincustomersatisfaction.Untilthecustomerloyaltyisestablished,theywillcontinuoustomakethecustomerjoyful.IntheShangri-lahotels,theyentertaincustomersatisfiedmainlythroughtheimportanceofcognitiveguests,theguestneedsandflexibleforeseehandleguestrequirementsandactivelyremedialproblemoftheirapproaches.Theirmaindrivingforcefordevelopmentiscustomerloyalty.Theyhavesomecustomercarestrategy.Consistentlyprovidetheexcellentservicesforcustomer.Theiremployersmustkeeptouchwiththecustomer.Ateveryguestcontactwillwithcustomersatisfaction.Shangri-lahotelsmissionstatementsareprovidethecharacteristicvalueserviceforcustomerandprovidemoreinnovativeproductsandcustomersatisfaction.Shangri-lahotel’shavesomepromisetotheinternalemployees.Theywanttoensurebusinessleadersthathavepursuitofenergy,developteamworkspirit,andmakeconcertedeffortsandtheconformity.Theywillenabletherightdecisiontocustomer.Theywanttomakesurethateveryhotelhasthewholecompanylong-termandshort-termoptimalperformance.Theymuststrivetocreateacareerdevelopmenttoemployees.Thosewillhelpstoachievetheirpersonalgoalsinlife.Whentheygetalongwithpeople,theymustshowthesincere,thecaringandthehonest.Inordertofacilitatethestaffandcustomers,theymustintroduceadvancedtechnologyandimprovingtheprocedure.Theymuststrengthentheenvironmentalconsciousnessandensurethesafetyofthecustomersandemployees.Shangri-lahoteldoesalsohavesomepromisetotheexternalcustomers.Customeristhelifeofenterprise,inordertomaintainahighlevelofcustomersatisfaction,theyevaluatecustomercommentsconstantly，andintheircountries，theyusefairnesssystemtohandlecustomercomplaintsandrespecttheconsumerrights.ThewaysinwhichstandardsofcustomercarewereestablishedShangri-lahotel’sstandardsofcustomercareisneversay‘no’tocustomer.Theconcertcontentsasfollow:TheShangri-LaPledgeWhenyouhaveaguaranteedreservationataShangri-LaHotelorResortandweareunabletoaccommodateyouforanyreason,theyarrangeaccommodationforyouatanotherhotelattheirexpense.Shangri-Lawillprovideyouwithacomplimentarylongdistancephonecalltransferyoutotheotherhotelandprovidetransportationbacktoourhotelwherewewantedyoutobeinthefirstplace.PrivacyPolicyShangri-Larespectstheprivacyofallitscustomersandbusinesspartners,andtreatspersonalinformation(personaldata)providedbyyouasconfidential.Theinformationtheirgatherisprocessedandstoredandwecomplywiththeapplicablelegalrequirements.AnonymousBrowsingVisitorstotheirwebsite(e.g.,torecognizeyoubynamewhenyoureturntooursite),saveyourusernameand/orpasswordinpassword-protectedareas,andtoofferyouproducts,programs,orservices.ThemethodsusedtogatherandanalysisinformationforcustomerShangri-lahotelhavetheirownersystemstogatherandanalyzeinformationfromcustomer.Statisticaldataisakindofmethod.Shangri-lahotelgatherandanalyzethecustomer’sfeedbackofallkindsofproductsandservicesfromtheirstatisticaldata,records,businesscontract,customerorderdiary,letter,etc.ObservecustomerisanothermethodiscanbeusedbyShangri-lahotel.Whentheyprovidethegoodstocustomerorservethecustomer,theywillobservethebehaviorofcustomerandanalyzewhatistherealwantofcustomer.Shangri-lahotelisusuallycommunicatedwithothercompanies.Theyhaveestablishedthepartnershipsandexchangeinformationwithothercompanies.Shangri-lahotelhaveprofessionalpeopletofilteruselessinformation.Thentheywillusetherightinformationtoexpandtheirowncust