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Customer service protocol
Running head: [CUSTOMER SERVICE PROTOCOL]    1
[CUSTOMER SERVICE PROTOCOL]    22
Customer service protocol
Table of Contents
Introduction    3
What is Observation    3
Procedures of Observation    3
Observations regarding customer service of Righteous Inn    4
Generating excellence in Customer Service Protocols    4
Review and Revision of Customer service protocols    5
Deliver quality customer service    5
Recommendation    7
Conclusion    7
References    8
Appendix    10

Introduction
Hospitality is defined as taking care for the guests and evaluating and fulfilling their needs and wants. The hospitality industry is a service industry which offers different services like Lodging, Food and drink service, leisure, travel and tourism. In this case study Righteous Inn is also concerned with its services in providing guests with food & lodge services. Different observations will be made on different specified criteria to find out analysis in relation to the checklist specified. Observation like generating excellence customer service protocols, delivery of quality services and reviewing and revising of the customer service protocols have will remain in focus in this study.
What is Observation
Observation is referred to analysing and noting down of information by collecting data through various means (Batra, 2017). Observation in hospitality industry refer to observing of different procedures whether they are being followed or not in relation to customer service, proper internal management, guest interaction etc.
Procedures of Observation
Observation procedure is referred to as following a set of activities or process to derive out information for the requirement. The first step to observation is Identifying objective for research as why the research and observation to be made. The second step is to establish and maintain a recording method as whatever the problem is arising the management is expected to keep record of the same (Roibu, Nica & Hornoiu, 2019). The management shall develop different techniques and questions to get into the root of the problem. The fourth step is to observe carefully and analyse behaviours and inferences.
Observations regarding customer service of Righteous Inn
Generating excellence in Customer Service Protocols
The three elements that are necessary for implementing excellent customer service protocol are Professionalism, Patience and Customer first attitude (POUDEL & THAPA, 2019). The company is expected to look into its customer problem and take necessary steps to solve it. Righteous Inn conducts research to take out information for customer satisfaction and their taste and preferences. Righteous Inn have also made proper arrangements for noting down the customer reviews but it is suggested that company should further introduce better grievance addressal system to address the problem of the guest and solving it (Garrido-Moreno, García-Morales & Martín-Rojas 2021). Righteous Inn is reluctant to incorporate any environmental changes factor that may affect the customer satisfaction. Employees are seen participating in the customer service creation program because they are the face of the company. Righteous Inn is least bothered about its service protocols by using only few source of protocol for setting up standard in fact the company should analyse many source stating service protocols. Righteous Inn is seen providing training to its employees to adopt the customer service protocols but has been observed that only education training is being given to them rather they should focus on given practical training as well (Fernández-Rovira, Valdés, Molleví & Nicolas-Sans, 2021). Righteous Inn is continuously monitoring the actual implementation of the three customer service protocols whether they are being followed by their employees or not. The professionalism of the employees while speaking to the guest should be good so that customer can feel satisfied that they are in the right place (Johnson, Park & Bartlett, 2018). Some issues that have been observed are the quality of the food as well as the delivery and availability of the food. The management and employees both are responsible for the cause and they are expected to solve it ethically (Zhu, Freeman & Cavusgil, 2018).
Review and Revision of Customer service protocols
The feedback received and observed is ensured by Righteous Inn that they are taken into consideration and proper monitoring is being done to follow the three service excellence protocols. Righteous Inn is not so keen interested in knowing effectiveness of customer service provided but rather the focus should be on observing satisfaction level from customer perspective. After a problem is known Righteous Inn focuses on solving such problem but it takes time to solve it so the company shall focus on solving it immediately and effectively so that both management and Customer...