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Hospitality Unit 2 -P5, P6, P8, P9, P10, M3
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1) Analyse how effective teams can be developed to deliver excellent customer service. Consideryour experience of excellent customer service from the point of view of being a customer in a
hospitality business. (P5)
The quality of customer service that a business provides is based on effective teamwork between
employees of the business. These are the different ways to develop teams to deliver excellent
customer service that a business can adopt when trying to improve the way in which employees
deliver customer service.
Recruitment
The HR department is responsible for the recruitment process and decide who is hired to work for
business. It is important that they make this decision carefully as selecting the wrong candidates to
become employees can affect teamwork, this then also affects the level of customer service that is
provided.
Induction
An induction is a way to introduce and welcome new employees into the business, a good and
successful induction process will help that person to feel a part of the team. This will allow both
existing and new staff to be more effective in what they do such as delivering customer service.
Motivation
There are a range of different ways to motivate staff for example promotions/empowerment,
financial gains or better working conditions. As a result of motivating employees the customer
service which is provided by employees will be improved.
Training
By training staff properly they are able to develop their customer service skills and knowledge, in
addition to this the more that staff practise their customer service skills the more that they improve.
Training that is effective can both inspire and motivate staff.
Team Goals
Another way to motivate staff is by rewarding them for good performance as a team, by setting
goals for the whole team to work towards it will encourage everyone to work together in order to
meet the target. In addition to this, team goals give everyone the same focus.
Team Knowledge
Good team knowledge is built as the result of sharing knowledge and different experiences together,
there are many benefits of good team knowledge such as the team know how to deal with certain
situations and are on hand to help if anything goes wrong.
Rendition of Staff
It is important to keep staff happy and satisfied as it means that they will be loyal to staff and the
company.
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