A STUDY ON IMPACT OF CUSTOMER SERVICE TRAINING ON EMPLOYEE SATISFACTION AND CUSTOMER LOYALTY IN THE HOSPITALITY INDUSTRY

Abstract

A customer is one of the most important visitors in any business premise because they are the key person who consumes and buys an organization’s products or services. In a nutshell, without customers any business entity will not survive as there will not be any profit to generate revenues. It is important to safeguard the internal and external customer, moreover in the hospitality industry where a customer falls in a very crucial and important segment. It proves that customer service is the most important department in an organization as it functions as a frontliner in dealing with customers. Being a human being, internal and external customer needs to be motivated and understand their needs to create a wonderful environment for both parties to be connected and preserved. Taken together, this study reinforced the importance and impact of customer service training with design thinking elements on employee’s satisfaction which will directly create customer loyalty in the hotel industry. Customer service training will provide all the survival tools to an employee to survive in any environment while motivating them to stay focused and positive, which an employer can give as a great investment. A contented and satisfied employee will provide a great service to customer and upon receiving a warmest service, a customer will always be a loyal visitor in a hospitality industry which creates a symbiosis environment for both parties while bringing prosperity to hotels by achieving their vision and mission easily with a guaranteed return of investment.