客户服务文化构建.doc

Q1Answer:(1)The mountain high hotel complex should take the flat structure.(2)The characteristics of the falt stucture are:A.the flat stucture Widen span of control and cut the middle-level managers,this is good for improving the communication among the complex.B.the flat stucture can empower the resources and power to the staff.c.the flat stucture may ues the modern internet communicaton.D.the flat stucture can help to Carrying out MBO.(3) The mountain high hotel complex should take the following methods to make the falt stucture:1.The manager should make managing by walk around.The top managerAnlice Hendry should give the visit to the customers in time,to understand the demand of different customers,and then make changes according to the information from the demand of customers.For example,the Anlice Hendry can make a visit to the mature customer,and get to know the fitnesscentre could offer more sedate exercise programmes to this kind of customers.Then, the top managers listen to the frontline staff and accept employees suggestions.After all,the frontline staff work for customers directly,they usually know the basic demand of customers,and employees proformance influence the impress of customers. In the case, when Alice Hendry suggested the activities that make guided mountain tours with low-level valley walks for the less adventurous and the night club could easily be used for ballroom and line dancing for set up the market to attractive to the more mature customer.,Robert did not aggress with Alice Hendry.Alice Hendry are not arbitrary stop him,but decided to ask the staff to make some time to think about her proposals.At last, make the Internal customers survey is important to make flat structure,too.2.make the Self-managed work teams:first,the the team making the decision,then making the boundary is not clear through crossing training,and the manager is in charge of the total strategy and objectives.3.Q2(1)Top-Down:Because frontline staff face different kinds of pressure and contradictions,so the top manager should support the frontline staff and try to reduce the their pressure.In the case,the frontline staff main face the following three pressure and contradictions:A.Individual/Role:in the case,the frontline staff felt entitled to be able to “take it easy”during the off-peak mouths,but the high mountain complex could not allow the frontline staff to have a rest at the off-peak mouths,this is the pressure and contradictions between the personal and role.B.Company/Customers:the organization requirements the frontline staff can have the same attitude to every customers.But the fact is that the staff were generally very enthusiastic about their particular area of expertise but had no interest whatsoever in anything else,the staff of sport shop were more than willing to share their enthusiasm for skiing with anyone who came into the shop but had little time for non-skiers, this is the pressure and contradictions between the company and customers.C.Customer/Customer:different customers like different sports.For example,the most middle-aged customer like the sedate exercise programs such as walking in the countryside.But to most young customers,they like more dynamic sports,such as skiers and mountain bikers,so the frontline staff face the contradictions of this.Its the pressure and contradictions between the customer and customer.Conclusion:because the frontline staff face the pressure and contradictions,so the top manager should reduce the pressure of frontline staff during their working.The top manager should impower for the staff,make some training for staff,and design better service process to support their work.(2)”bottom-up”Because the top manager usually did not know the actual situation of the frontline staff,lack of the communication(sepecially the hierarchy is much),this results the plan which makes by top manager does not fit for the their actual working situation ,so the frontline staff should take part in the the managers when the managers make decision,this can improve the communication between the manager and the frontline staff.The communication problems which the high mountain complex could solve:A. The cost of communication and control is risingB.The company can not respond to the changing market needs quicklyC. The company can not achieve best benefit Conclusion:because of the problems of communication,so we must improve the communication between the manager and the frontline staff,and the frontline staff should take part in make decission to make the decission fit for the actual situation.Q3Anwers:(1)Empowerment means that service will, skills, tools, and rights are handed in staff.The staff will flexibly respond to the needs.The potential benifit are:A. Empowerment can bring quick response to the needs of customers.In the case,the young customers like more dynamic sports such as skiers and mountain bikers,then the high mountain complex offer the facilities and lessons during the winter months and mountain bike sale/hire and guided tours in the summer months.B. Empowerment can deal with the complains effectivety.In the case,the middle -aged customer compialns about the dynamic sports dont fit for them.The high mountain complex empower to handle the problem.So the top manager suggest to make some activies(such as offer guided mjountain tour with low-level valley walk)to solve the problem.C. Empowerment makes high staff satisfaction.For example,when the Robert didnt aggress with the suggest of top manager,the top manager give the staff the right to think about her proposals,rather than arbitrary make the decision,this can make high staff satisfaction.D. Empowerment brings great creation.in the case,Alice felt that there may be a maket for bird watching excursions,during the spring months as she was aware that the Mountain high complex was located in an area where many rare species of summer visiting birds could be found.E. Empowerment can make good advertisements.The empowerment can cultivating the ability of determination, creativity,communication and so on.(2)There are three types of empowerment: Suggestion involvement, Job involvement and high involvement.I think the Suggestion involvement is the most suitable way to High Mountain Complex.In the case,we can find that the suggestion is the important way to make communication between staff and top manager,even more,when the staff had different views,the top manager give staff time to think about her proposals.Base on this,so I think we can expand the empowerment to staff on suggestion involvement,take part in the the managers when the managers make decision.Q4Answers:The High Mountain Complex handle with the complain of customers should as follows:(1) Service remedies:A.The staff should treat the customer reasonably,the staff must be very polite and patient(Reasonable attitude), the solutions must be simple, quick, and no quarrel(Reasonable process), the result can smooth down the dis-satisfaction(Reasonable result).in all,the customers especially desire reasonable treatment when complaining.B.First staff solve the problem first,protect from the expend of the case.C.Focus on service contact,when the complain happen,the staff should: Apologize to the customers first, do not quarrel,then Show understanding of the complaining customers and try to isolate them from other customers,at last, make the customer know