TASK SUMMARY

You are required in the role of Operations Manager to develop:

A Customer Service Plan/Strategy for the business outlined in the following pages (see TASK BRIEFING):

The Customer Service Plan will cover:

• Customers expectations on service from the company
• Identified most important factors in delivering professional customer service to the clients (would recommend a table be used within your plan)
• Service delivery methods
• Processes relating to customer service
• Addressing dissatisfied customers

USE:

• Design your own template/report on how you wish to present this Plan/Strategy
• It should be professional; well documented; well designed and laid out in a common sense and efficient manner for reading and referral.
• Simply uploading a word document addressing the points WILL NOT BE SUFFICIENT

TASK BRIEFING

Capital Tower is a high-end motel/apartment complex located within the Canberra CBD.

Its clients are mostly professional business people; members of the Australian Public Service, Australian Federal Police; Defence Department; Health Department; DFAT (Foreign Affairs and Trade) and members of Parliament who use the motel as a base when in Canberra for high end business and strategic meetings.

Their length of stay varies from 3 night to 7 nights at a time.

They rely on taxi/uber or private vehicle hire for transport to meeting locations.

They require access to the following during their stay:

• High speed Wi-Fi/internet capability
• Secure rooms to meet in
• Secure aspects within their rooms for documents/weapons to be stored
• Laundry Service
• Food and Beverage service
• Exercise areas/Pool

These clients are extremely busy, time poor and work focussed. Their roles and responsibilities are some of the highest in the Country.

They have an expectation of the highest possible level of customer service at all levels during their stay at the Capital Tower and will not tolerate anything less.