Identify Brad’s Major Customers Essay - 1259 Words

identify Brad’s major customers †¢ prepare a customer service policy for Brad’s business †¢ prepare a standard for handling complaints †¢ prepare a work instruction for handling a complaint †¢ give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals †¢ outline how you would change the work culture in the kitchen †¢ outline how you would evaluate the customer service Brad’s Holiday Retreat gives in the future BSB40207 Certificate IV in Business _____________________________________________________________________________________________ HCICSS Coordinate Implementation of Customer Service Strategies Student Guide v2.0 August 2010 Page 5 †¢ design a†¦show more content†¦Brad’s Holiday Retreat is a family business that is managed by Rosemary, a qualified accountant, and her partner Brad, who is a trained real estate investor. They employ a full-time accountant, one full-time front office manager, one full time food and beverage manager, one full time chef, part-time front office staff, kitchen staff, waiters, cleaners and a contract gardener. Casual cleaners, waiters and kitchen hands are ‘on call’ to help cope when there are increased customer demands. Rosemary helps out in the office and looks after the telephones and administration when the receptionist has a break or goes to lunch. All customer service issues are handled by Rosemary and she certainly gives feedback to everyone in the business, including Brad, if there are customer service issues to be resolved. Customer base Brad’s Holiday Retreat customer base is currently 60% domestic tourist and 40% international. The domestic side of business is equally divided between travel agent booking and online/telephone bookings. The international business is almost exclusively online/telephone bookings. Although the return is better, these customers are the most demanding. About 60% of revenue comes from room costs; the remaining 40% comes from meals (10%), drinks (15%) and tour operations (15%). Customer satisfaction ‘Customer Satisfaction Guaranteed’ is on all of Brad’s advertising material and business cards, so Rosemary and Brad like to ensure thatShow MoreRelatedCustomer Service and Holiday Retreat Essay1242 Words   |  5 Pagesanalyse the data and material presented to make recommendations for changing the customer service processes and culture. Specifically, you are required to: †¢ identify Brad’s major customers †¢ prepare a customer service policy for Brad’s business †¢ prepare a standard for handling complaints †¢ prepare a work instruction for handling a complaint †¢ give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals †¢ outlineRead MoreCoke vs. Pepsi Essay4713 Words   |  19 Pagesplace to work where people are encouraged to be the best they can be. âž ¢ Portfolio: Bring to the world a portfolio of quality beverage brands that expect and satisfy peoples desires and needs. âž ¢ Partners: Nourish a winning network of customers and suppliers, together we create mutual, enduring value. âž ¢ Planet: Be a responsible and answerable citizen that makes a difference by helping to build and support sustainable communities. âž ¢ Profit: Increase long-term return to shareownersRead MoreAdvertising Term Paper with Case Study6753 Words   |  28 Pagesthat advertisers want to publicize. 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The largest operations of PepsiCo are in North America (United  States and Canada), Mexico, Russia and the United  Kingdom. However, this paper analysis PepsiCo internally and externally using different matrices and approaches besides it identifies what PepsiCo follows in their business and finally this paper implements and evaluates the strategies that were formulated from SOWT,BCG,SPACE,SFE and IE and end with our analysis of PepsiCo strategy in competing globally. Phase One IRead MorePepsico Case8696 Words   |  35 Pagesfour overall by Diversity Inc, and earning the Green Award by the Environmental Protection Agency. COMPANY AND MARKETING HISTORY The Pepsi recipe was developed by pharmacist Caleb Bradham in the 1890s. Originally marketed under the unassuming name â€Å"Brad’s Drink,† Bradham’s creation was renamed Pepsi-Cola in 1898 due to the pepsin and kola nut ingredients used. Awareness of Bradham’s new creation spread quickly, and in 1902 he decided to create the Pepsi-Cola Company so people everywhere could enjoy