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书山有路勤为径，学海无涯苦作舟
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Introduction of my report:
According to the needs of the class, our group was investigated the customer care strategy of Shangri-La Hotels. I will describe the Shangri-la hotel’s strategy of customer care. I also will describe the ways in which standards of customer care of Shangri-la hotel were established and describe the methods used by the Shangri-la hotel to gather and analyze information from customer. Final I will describe how the customer care strategy is reviewed and how improvements are subsequently make and implemented.
Introduction of the company:
Shangri-La Hotels are five-star luxury hotels located in premier city addresses across Asia and the Middle East, with future deluxe hotels underway in North America and Europe.
Discerning business and leisure travelers from around the world stay with us to enjoy their legendary Asian hospitality and warm, caring service.
The Shangri-La 'S'，the 'S' logo which resembles uniquely Asian architectural forms, suggests majestic mountains reflected in the waters of a tranquil lake.
The ways in which the plans for a customer care strategy
Shangri-la hotels are no longer confined to the traditional principles of in customer satisfaction. Until the customer loyalty is established, they will continuous to make the customer joyful.
In the Shangri-la hotels, they entertain customer satisfied mainly through the importance of cognitive guests, the guest needs and flexible foresee handle guest requirements and actively remedial problem of their approaches. Their main driving force for development is customer loyalty.
They have some customer care strategy. Consistently provide the excellent services for customer. Their employers must keep touch with the customer. At every guest contact will with customer satisfaction.
Shangri-la hotels mission statements are provide the characteristic value service for customer and provide more
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innovative products and customer satisfaction.
Shangri-la hotel’s have some promise to the internal employees.
They want to ensure business leaders that have pursuit of energy, develop teamwork spirit, and make concerted efforts and the conformity. They will enable the right decision to customer. They want to make sure that every hotel has the whole company long-term and short-term optimal performance. They must strive to create a career development to employees. Those will helps to achieve their personal goals in life.
When they get along with people, they must show the sincere, the caring and the honest. In order to facilitate the staff and customers, they must introduce advanced technology and improving the procedure. They must strengthen the environmental consciousness and ensure the safety of the customers and employees.
Shangri-la hotel does also have some promise to the external customers.
Customer is the life of enterprise, in order to maintain a high level of customer satisfaction, they evaluate customer comments constantly， and in their countries， they use fairness system to handle customer complaints and respect the consumer rights.
The ways in which standards of customer care were established
Shangri-la hotel’s standards of customer care is never say‘no’to customer. The concert contents as follow:
The Shangri-La Pledge
When you have a guaranteed reservation at a Shangri-La Hotel or Resort and we are unable to accommodate you for any reason, they arrange accommodation for you at another hotel at their expense. Shangri-La will provide you with a complimentary long distance phone call transfer you to the other hotel and provide transportation back to our hotel where we wanted you to be in the first place.
 
Privacy Policy
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Shangri-La respects the privacy of all its customers and business partners, and treats personal information (personal data) provided by you as confidential. The information their gather is processed and stored and we comply with the applicable legal requirements.
 
Anonymous Browsing
Visitors to their website - do so on an anonymous basis. They have not configured their website to collect any information from your computer without your input.
This means that unless you voluntarily and knowingly provide them with information, they will not know your identity, your e-mail address, or any other information identifiable to you.
  
Cookies
To enhance your experience on their web site, some of their web pages may use "cookies." Cookies are text files that they place in your computer's browser to store your preferences. However, once you choose to furnish the site with your personally-identifiable information, this information may be linked to the data stored in the cookie.
They use cookies to understand site usage and to improve the content and offerings on their sites. For example, they may use cookies to personalize your experience at our web pages (., to recognize you by name when you return to our site), save your username and/or password in password-protected areas, and to offer you products, programs, or services.
The methods used to gather and analysis information for customer
Shangri-la hotel have their owner systems to gather and analyze information from customer.
Statistical data is a kind of method. Shangri-la hotel gather and analyze the customer’s feedback of all kinds of products and services from their statistical data, records, business contract, customer order diary, letter, etc.
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Observe customer is another method is can be used by Shangri-la hotel. When they provide the goods to customer or serve the customer, they will observe the behavior of customer and analyze what is the real want of customer.
Shangri-la hotel is usually communicated with other companies. They have established the partnerships and exchange information with other companies. Shangri-la hotel have professional people to filter useless information. Then they will use the right information to expand their own customer’s data.
Shangri-la hotel have their owner website. Through the company's website, they will receive and issue the information of customer. In the website they design a questionnaire that will make customer satisfy so that they can collect customer feedback easily. They also download the information of customer from another site.
In addition when the customers have expenditure in Shangri-la hotel, they will record the shopping habits of customer. Then for the customer who often buy a kind of good and service in Shangri-la hotel，they will make a survey on them and get the feedback information.
The methods used to review the customer care strategy
Shangri-la hotel have systems to review the customer care strategy. Shangri-La has always believed in the unique characteristics encapsulated by Asian Hospitality.
Their commitment to providing guests with distinctive Asian standards of hospitality and service from caring people remains their major point of differentiation from their peers and the very cornerstone of their reputation as a world-class hotel group.
“Pride without arrogance” is of particular importance as they want their people to be internally proud of their achievements but outwardly humble. After all, the hallmark of true success is that it does not need to be stated.
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In striving to delight customers each and every time they stay with us we aim to exceed expectations through consistently providing quality and value in their products and services. That’s why they look for trendsetters, professionals who are enthused by innovation and driven by achievement.
The idea of their service philosophy is that they treat their customer like a family. Their Vision is to be the first choice for guests, colleagues, shareholders and business partners. Their Mission is to delight our guests every time by creating engaging experiences straight from their hearts. They will make guest loyalty a key driver of their business. They will enable decision making at the guest contact point. They will ensure their policies and processes are guest and colleague friendly.
They have class to train their employees. All colleagues are encouraged to develop their skills and expand their knowledge continuously. Everyone can take advantage of a wide variety of ongoing courses and seminars and workshops, on management, business, service delivery and leadership, as well as on specific technical skills.
Shangri-La Care is their acclaimed training program which all colleagues undergo within six months of joining. It gives employees all the skills they will turn passion into success. The program comprises 4 modules.
First is Shangri-La Hospitality from a Caring Family. This will make guests feel special by bringing their core values to life. Second is Delighting Guests. This will train employees how to win guests loyalty by delighting every time. Third is Take Ownership. This will empower colleagues to take the initiative in everything they do. Forth is Recover to Gain Loyalty. This will train employees how to turn unfortunate incidents into valuable opportunities.
The results above are my investigate information for Shangri-la hotel by our group’s datum.
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时间：x月x曰
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DJ42 34: Creating a Culture of Customer Care
Outcome 3
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Assessor: Ye Chunli
Report
Candidate: Peng Jie
SCN: 105297599
Submitted date: 10-06-2010