500 words Assessment brief Assessment name Assessment 5 Assessment type Review Paper ...

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500 words

Assessment brief Assessment name Assessment 5 Assessment type Review Paper Assessment mode Individual Due date Sunday 23 October 2022, 11:00PM Length 500 Words Task Aims • To integrate the knowledge you have accumulated during your studies and to assist you in reflecting on your current learning in the workplace. • To evaluate current work practices • To identify industry concepts and principles • To demonstrate knowledge and understanding of previous studies and how it applies to a tourism or hospitality workplace setting Task Description This paper focuses on the external customer and requires you to evaluate current workplace practices of hospitality organisations, research concepts and principles integral to an organisation’s success. You may need to observe, draw on your own experience or that of your colleagues, and conduct research in completing these papers. Important note: In order to achieve a passing grade in this unit you must submit all assessment tasks and obtain a score of SR for all submissions. Assessment 5: Review paper – Calming my customers Additional comments: _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _______________________________________________________________ SR / Rewrite Marking Criteria SR Not yet SR • Why complaints are valuable to your organisation • Why it is important to calm and/or address the dissatisfaction of the customer • Identifies and outlines three common complaints by customers at your workplace • From your research, identify and explain a technique you would use to resolve complaints • Propose a solution to eliminate or minimise one of the three common customer complaints you have identified • The solution you provide is viable and realistic and benefits your organisation • Paper focuses on the external customer • Grammar, spelling, flow • Identifies & evaluates current workplace practices • Minimum of 3 different academic references • Minimum one industry reference • Referencing technique (in-text & Reference List) • Meets word count requirement of 500 words

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Sajina · Accepted Answer

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Essentially, complaints provide valuable feedback that can help hospitality organizations improve their service quality, retain customers, identify trends, and manage their reputation. Therefore, it is crucial to calm and address the dissatisfaction of the customer is important because it can help retain customers, manage the organization's reputation, increase customer loyalty, and create future business opportunities (Kimes, S. E. 2018).
Complaints can be valuable to a hospitality organization in several ways:
Improving service quality: Complaints provide feedback on areas where the organization's service may have fallen short. By addressing the issues highlighted in complaints, the organization can improve its service quality and meet the needs of its customers better (Kandampully, J., & Suhartanto, D. 2020).
Retaining customers: When customers complain, they are giving the organization a chance to make things right. If the organization responds effectively and addresses the customer's concerns, the customer is more likely to stay loyal to the organization and continue doing business with them (Kim, W. G., & Kim, H. B. 2017).
Identifying trends: Complaints can highlight trends or recurring issues that the organization may not have been aware of. By identifying these trends, the organization can take steps to address the root causes of the issues and prevent them from happening in the future.
Reputation management: How an organization responds to complaints can impact its reputation. By responding promptly and effectively to complaints, the organization can demonstrate that it values its customers and is committed to providing high-quality service (Kandampully, J., & Suhartanto, D. 2020).
Three common complaints by customers at the workplace
· Poor service quality: Customers may complain about poor service quality if they feel that the service they received did not meet their expectations. This could include slow service, rude or unhelpful staff,

Assessment brief Assessment name Assessment 5 Assessment type Review Paper Assessment mode Individual Due date Sunday 23 October 2022, 11:00PM Length 500 Words Task...

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