Here is the synopsis of our sample research paper on Darling Harbour Visitor Information Centre Customer Service Plan. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 7 page paper is a plan to improve service in a visitor’s centre where poor service is being delivered. The paper identifies the problems, presents a sample questionnaire and then suggests strategies that may be implemented to increase service levels. The bibliography cites 7 sources.
Page Count:
7 pages (~225 words per page)
File: TS14_TEdarling.rtf
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Unformatted sample text from the term paper:
the aim of setting high levels of customer services which can be used as a benchmark by others, but there are currently complaints and there appears to be a shortfall
in the level of service provided. The priority is to increase the service level which is offered. 2. Identifying the Problems In
order to identify the problems the first stage is to look at the level of service which is being offered and assess where the shortfalls are taking place. This will
require a gap analysis, to assess where the problem reside in order to then identify the causes and implement suitable long term changes that will be implemented. The assessment of
the customers expectations and experiences needs to be assessed. The best approach to this is to use a questionnaire in order to assess these aspects and use this as the
basis for the gap analysis. A sample questionnaire is provided in appendix 1. The question regarding industries is asked in order to exclude any questionnaire form individuals in marketing or
in the tourism, as they may have biases. The questionnaire can be used to assess where there are gaps between the expectations and the services that is being delivered.
However, there are some areas where there are problems which can be assessed. Three critical areas where there are problems. 1. A
lack of clear well defined standards that should be met. 2. Insufficient knowledge and/or inundation communicated to the visitors, which may be the result of a lack of knowledge
or a lack of communication skills 3. Lack of cohesion and motivation with the staff, which is likely to be leading to the high level of attrition. 3. Requirements
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