Personnel Management

Assessment Task No. 3

There are two organisations we have selected to evaluate the customer service components: NZSTT and Stamford Plaza Hotel

The first organisation is NZSTT, which was established in 1997, with campuses in Auckland and Christchurch; it offers unparalleled academic and technical excellence in a friendly and professional learning environment. The NZSTT Group has also established a Global Campus offering distance-learning programmes offering generic distance learning programmes in computing, management and business. We also offer NZQA accredited courses. Prior to entry, the applicant is invited to gauge their readiness to participate in Distance Learning by using an automatic Self-assessment Test.

Unit 13176 PC 2.1 question 2 (a)

The level of the customer service in NZSTT is good. In my own opinion, first of all it is because the vision and the mission of the company are stayed right.

Unit 13176 PC 2.2 question 2 (b)

All of the 10 components are applied very well in the organisation. All the staff have been trained how to greet and meet customers. They know how to make a good first impression. The organisation care for their internal customers by giving them a chance for a free training, providing with good facilities, making the time-table better (there are almost no classes now, who are studying at evening). Caring for internal customers goes through the staff, the organisation gives for students floppy dicks, on which they can put their assessment and give to tutors after that. The records of students are kept really well. It's in a computer system, and it is strictly confident. Only Immigration or NZQA are able to ask for this information. There are fire exits, and the organisation has been doing evacuation of staff and students time to time, to maintain safety and security of all customers. Also it shows that they care about people they are dealing with. There are notice boards around the school with the information, which is always up-to date.

The organisation trains their staff how they need to treat students, how do they need behave and communicate with them.

Unit 13176 PC 2.2 Question 2 (c)

Ð'* First impressions

For NZSTT, the first impression is reception on the third floor for New Zealanders and on 6 for International students. What is the first that you see, it colour on the walls, placates with travel theme. To be honest, the first impression is really good.

Ð'* Caring for internal customers

The internal relationship is stayed really well in NZSTT. The construction of the organization makes it is easy to deal with internal customers. The tutors group may connect with the managers, they have a meeting every Monday, which helps to improve the quality of teaching and discuss any problems that they can have. Tutors from each floor are very friendly with each other and ready to help, which makes students also feel good and comfortable in the school.

Ð'* Caring for external customers

The organisation try to do the best for their customers, they will do evaluation forms, ask students if they are happy with teachers. Moreover students have an opportunity to print their work, or use computers. To make a course more interesting school organise trips around New Zealand.

Ð'* Assessing customer needs

Manager is always ready to help students, listen to their need and wants, help them, which is basically what assessing customers need mean.

Ð'* Exceeding customer expectations

To exceed customer's expectations staff and managers answering questions friendly an in details. Even when student don't understand, they will explain over and over to make sure he is satisfied with the subject. Also NZSTT give an opportunity for tutors to have a course in teaching in order to exceed student's expectations. NZSTT pays 50% in the beginning for the course and after 6 month gives back another 50% to the tutor.

Ð'* Achieving customer satisfaction

Tutors, such as the students also have to be in school on time. They have to be prepared for the lesson, treat students as the most important part of their job. Also tutors are asked to be honest with students, don't give promises that they can't keep

Ð'* Maintaining safety and security

In order to guarantee the safety and security, the rule in NZSTT do not allowed smoke, and keep the fire exit open whenever. There is also fire alarm in NZSTT.

Ð'* Providing information

There is a notice board on every floor which contains information for students and teachers, such as time table, or availability of tutors out of the class time, up-coming exam, or results for the test, etc. Also, if there is a need there can be a letter posted or given to a student with the information.

Ð'* Maintaining customer service records

Because of the large number of customers NZSTT keep their customer records which include attendants of the students, fees that has been paid, results of test, personal information, etc. This information is streaky confident and only NZQA or immigration has a right to look at it.

Ð'* Customer communication

Generally, in NZSTT there are the same standards for customer communication as in every other organization. They need to smile to the customers, greet them, be friendly, have an open body language, which helps students feel more comfortable in the school environment.

Unit 13176 PC 2.2 question 2 (c)

The second organisation that we chose was Stamford Plaza Hotels and Resorts in Auckland.

Stamford Hotels and Resorts was formed in 1995 by the parent company, Stamford Land Corporation Ltd (formerly known as Hai Sun Hup Group Ltd), one of Singapore's best known public companies.

It has grown to become the largest owner/operator of premium quality hotels in Australia and New Zealand, with plans for further expansion into South East Asia and South America in the future.

After just five years, the Group operates 10 hotels with nearly 2500 rooms, 2200 employees, and owns