The service at the reception is the first point of contact that a company has with clients and helps in introducing clients to the company and provides the necessary assistance to visitors to make their visit of good experience. It is through the services that clients get at the reception that enables them to get holistic information and make clarification regarding the services provided by the company to get necessary information they need. Due to the importance and the effect of first impression, service at reception is put to be of great importance to ensure that client develop a positive attitude about the organization and feel at ease to solicit assistance to what they need. Service at reception is of great importance in the building of working relationships with customers as it determines where clients will be loyal to the organization of not. In this, service that clients get at the reception helps in promotion of business activities between clients which then proves to be of great importance for the fulfillment of organizational obligations.
In addition to the importance of service at the reception to clients that visit the organization, such services also prove to be of great importance to the clients after visiting the organization and they provide a medium through which clients can make clarifications, make suggestions and deliver their feedback regarding the quality of products and the services they got from the organization. Ease of reaching the organization through online means and through making telephone calls improves communication between clients and the organization and the same helps in building good business relationships between clients and the organization. There is a need for organizations to acknowledge the importance services at reception and ensure that such services are of the highest quality ever. It is in this regard that establishes the need for employees to acquire skills and analysis of customer satisfaction. It suggests that employees that provide services at reception need to carry out an analysis of customer satisfaction and be able to provide the best services for their clients.
There are various benefits of analysis customer satisfaction to the service at reception. One is that through the analysis of customer satisfaction, employees at the reception desk get to know the types of clients that visits the organization more often which then helps them to acquire necessary skills that help them to interact with clients more effectively. Acquisition of relevant skills enables employees to provide the right services which then helps in the improvement of customer experience at the time they visit the organization. Analysis helps workers at the reception to identify services with which they need to dispense and those that they need to uphold to ensure customers are happy with the services that they receive. By understanding the clients from the analysis of customer satisfaction, employees are the reception have the ability to provide constant quality in the services they provide which the improves confidence that customers have.
Furthermore, analysis of customer satisfaction helps reception desk to get updated information on the clients and the various aspects of the organization thereby making it easy to spot factors that helps in improving quality of products and services that customers receive. In this manner, there is a need for organization to acknowledge trends in the provision of customer services and champion the same in the provision of customer services. There is also the importance analysis of customer satisfaction in it provides employees ate the reception desk with instant feedback where the employees get to acknowledge the importance of their services and the way they can improve the quality of products and services they provide to their clients. Furthermore, analysis of customer satisfaction also helps in benchmarking results which allows workers at the reception desk to get continued insight on the working of the organization. In this manner, there is the provision of data which help in comparing data overtime and benchmark survey data. Across the previous years and identifying where changes are required to boost services that they require. In addition, because analysis of customer satisfaction requires that clients deliver their feedback on the quality of services that they receive, it helps in showing customers that the organization cares and that it is focused on the provision of excellent services to clients.
Furthermore, analysis of customer satisfaction also helps in the improvement of service sat the reception in that it creates a path through which customer care personnel can listen to the views of clients. In this regard, the clients get the opportunity to share their thoughts about the working of the organization which provides the opportunity for the reception desk to change strategies of interacting with clients. Moreover, understanding also improves through the use of analysis of customer satisfaction, and the same helps service at reception to be more understanding of the needs of the clients thereby improving the quality of services. Finally, such analyses help in retaining clients because analysis of customer experience makes use of customers views which leads to the improvement of programs that can help in the fulfillment of organization objectives through ensuring that customer retention remains optimum.
Methods of Data Collection
The methods of data collection would include the SWOT analysis where there will be the analysis of strengths, weaknesses, opportunities, and threats to the organization; qualitative analysis; quantitative analysis; and geodemographic study. In SWOT analysis, there will be the identification and explanation of the organizations strengths, weaknesses, opportunities and threats. The SWOT matrix is used to help develop a strategy by considering all the internal strengths and weaknesses of the company, as well as all the external opportunities and threats that exist. Because there is no cookie cutter approach to formulating strategic plans, there is a need to use the SWOT analysis as part of the planning and development process to avoid issues later on.
This SWOT analysis will be completed by researching as well as analyzing internal and external data, for reasons indicated above, to gain insight into the factors that will directly affect the firms and success of service at reception. The internal data will include current market trends and sales data that are associated with service at the reception in the organization. The external data pertaining to opportunities and threats will be found by using inexpensive forms of secondary data like the Internet.
The next method would be qualitative research involves collection, analysis, and interpretation of data by making observations of what people do and say, and these techniques afford rich insight into client behavior. Since the qualitative research serves as a foundation for the quantitative research, we begin the research process using qualitative methods. The researchers place emphasis on the importance of qualitative research. Because little is known about the problem that has been identified, we will need to use this form of exploratory research. We will retrieve contact information from censuses provided to us by the organization to conduct our depth interviews over the telephone and online. The objective here is to obtain unrestricted comments or opinions and to ask questions that will help us better understand the various dimensions of these opinions as well as the reasons for them. An advantage here is that we have the ability to probe, by asking many additional questions, which enables us to generate rich, deep, in-depth information.
The interviews that we will be conducting over the telephone and internet will be using a set of probing questions. These questions will be open-ended, with emphasis placed on the respondents ability to answer in their own words. These questions are important for us to better understand decision making on the individual level, and hopefully the emotional or private aspects of consumers lives. To help us formulate a solution for research objectives, we will be using the laddering technique. This is where we will attempt to discover how the attributes of the organization and especially services at reception desk are associated with their clients values, and where these customers are travelling from.
A couple of challenges that may occur at this point of the process is the risk that the qualified sample unit is unavailable, unwilling to participate, or unsuitable. In order to mitigate these potential problems, we are ready to use the following substitution method:
Drop down substitution this is where we will call the name immediately following the unit who has been deemed unfit.
The next method would be quantitative analysis. Quantitative research is research involving the use of structured questions in which the response options have been predetermined and a large number of respondents are involved. Our quantitative research will begin with the development of a survey. This survey will be developed by the research firm, and will wait for approval from the client. Once approved, the survey will be distributed online. These surveys will be essential in the collection of clear data format and sources that are well defined, and the compilation and formatting of the data gathered follows an orderly procedure that is largely numerical in nature. A couple of challenges that may occur at this point are in relation to the types of quantitative research being used. With the use of different scales such as: The Likert Scale, The Lifestyle Inventory, or the Semantic Differential Scale, we encounter problems with the responses of consumers. Likely problems involve the halo-effect or a no opinion response. In order to mitigate these potential problems, we are ready to use the following solutions:
Halo-Effect this is a general feeling about something can bias a respondents impressions of its specific properties. In order to avoid this situation, we will randomly flip favorable and negative ends of the descriptors, as well as use a balanced set of negatively and positively worded questions.
No Opinion responses we will use a neutral response option when we think respondents have a valid no opinion response.
After completion of the online surveys, we will move on to our geodemographic portion of the research process. Geodemographics is the classification of arbitrary, geographic areas in terms of the characteristics of their inhabitants. We will also be conducting tracking studies, which are studies that monitor, or track, a variable such as sales, market share, customer satisfaction levels and measures of promotional levels. These studies will help tell us how well the organization is doing in relation to communicating and sharing values with its customers.
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