Customer service paper

consort to Mint Gang being able to understand and create the serviceman connection, from understanding the guest to building a legislations to sharing that interest and passion, is now taking centre phase angle for the service industry as expectations rise not Just among local customers, but international visitors as well (2013). Keeping this information in mind the guides of the check over perplex been impelled knowledge domains have authorized positive haemorrhoid however some questions asked lead to disconfirming gaps in the organizations customer service.Due to the negative scores that some questions received the Mavericks stave has heady to implement a recent doing heed system, a mentoring system that revised instant feedback and outpouringing that impart reinforce the employees knowledge. Mavericks allow for likewise be introducing hebdomadary showdown with its staff to en trustworthy the players argon receiving the best possible gaming experience. Data Collection cock Used Due to the complexity of a questionnaire that al crusheds the workors to remark on the service being provided Mavericks Poker room has opted to utilize a liker scale method to get the results of its customer service.A liker scale method was intentional and utilise by Mavericks Poker Room to evaluate the findings of the customer service bevel that is being received by patrons. The scale that was used is a 1 to 5 rate system with 1 being the low and 5 being the high. Surveyors were asked ten questions to determine the level of customer service that is being delivered to the patrons. The survey was designed with easy to answer questions. Avoid technical Jargon when designing the questions to ensure undefiled answers. Keeping the survey simple to understand and relevant to subject matter.In the liker scale open ended questions argon avoided to not trick the surveyor. The design of this survey is to determine Lear and precise answers of weak atomic number 18 as in need of improvement. Analysis of Data smooth Using table 1. 1 below it is determined that are areas Mavericks needs to consider improving upon. Surveyors were asked in Question 2 if they thought the dealers were bring together among players. Question 2 received and average score of 2. 4 under the acceptable score of 3. 0. The concern at Mavericks whitethorn want to consider a coming together to correct the implication that some players feel they have been unfairly treated.Question 2 can also populate of player perceptions and may not initially be as accurate as the management staff was looking for. If the surveyor is a disgruntled or wrothful customer the perceptions of fair and bias treatment may be blurred by the delirious state of the player. Question 7 asks if the dealers are invariable. This question also earned a negative average score of 1. 8 this should be a major uphold for the management. The management team pass on need to consider a training session to m ake sure the entire staff is running their table exactly the same way. Another negative gap is shown in question 10.Question 10 asks if the players feel the tables re swayled properly. This question received and average score of 1. 8. This is another area that could be covered in a training session to ensure no confusion approximately the obligations of the dealer. All other questions in the survey scored 3. 0 and above ensuring that most of the customer service at Mavericks is at an acceptable standard. Table 1. 1 Due to the negative gaps in customer service Mavericks canvas the average score of the on an individual basis. These results were a bit confusing to the management team. The negative gaps did not exist individually.As shown in Table 1. The average overall score for each(prenominal) individual is comparable to each other. Surveyor 1 has an average score of 3. 1, Surveyor 2 has an average score of 3. 1, Surveyor 3 has an average score of 3. 0, Surveyor 4 has an average score of 3. 0, and Surveyor 5 has an average score of 3. 5. If we add all individual scores and disjoint them by the number of questions Mavericks has an overall ranking of 3. 14. Mavericks has required an average customer service score of 3. 0 with which the organization is meeting as a whole. However, there are individual areas that are not meeting the 3. Goal. Table . 2 After analyzing the results of the surveys the areas that have scored lower may be an affect of emotional intelligence. According to an article from Teller Vision emotional intelligence is linked to the way individuals treat others. The article states emotional intelligence can make or break someones work performance (Teller Vision, 2013). Looking at the results it is determined that all of the questions that score low are in individual performance. With this information Mavericks needs to determine what frame of training would help eliminate these issues. RecommendationsIt is the recommendation that Mavericks R oom needs improvement in some of the areas surveyed. The results of the survey reflect that question 2 that asks if the customers believe that the dealers are fair to all players. Because of these results it is the decision to implement a performance management system that forget ensure closer monitoring of the dealers. Implementing a system that focuses on appraisals departing help indicate where the weaknesses are and which dealers are in need of training. It is the perception of the players that there are unfair acts or bias decisions made by the dealers.These perceptions may not be as accurate as the survey is stating. Perceptions are based on what the players perceive and may not be the certain reflection of the dealers Job performance. It is the belief of Mavericks management that once the performance management system is implemented the on-key results of the dealers fairness and unbiased actions will be reflected on the performance appraisal. Performance Management is a consecutive process of identifying, measuring, and developing the performance of individuals and teams aligning performance with the strategic goals of the company (Gauguin, 2013 p. ). The performance system will accept performance appraisals and timely feedback to the dealers whether it be positive or negative. If the appraisal reflects negative scores the dealer will then be able to do a development plan for the areas indicated. The development plan will ensure the dealer is working toward the goal of providing the fairest gaming experience. A performance management system will assist the management staff with the gathering of information to analyze if the dealers are being unfair or bias, or if this is Just a perception of players that have had bad experiences at the gaming table.Many organizations utilize the performance management systems to ensure the quality of work employees are providing. There was also a negative result in question 7 which asks if the dealers seem to be c onsistent among the players. Consistency is a major interested for management staff. If the dealers are not being consistent at the tables there is room for the players to be inconsistent as well. It is the decision of Mavericks to incorporate training program that will be ensure all dealers are consistent and all making the same decisions and calls at the table. All dealers will be required to adopt on a two week period of mentoring.A mentor will provide wisdom, technical knowledge, and financial aid to the dealer throughout the two week period. Mentoring is about relationships in organizations that enhance individuals development in the early, middle, and later on career years. It is the thought of Mavericks management that if they take their most seasoned consistent dealer and have them be a mentor to the other dealers the consistency of the dealers should rise to a higher level. After the two week period the management staff will sit with the mentor and the dealer to refry that the dealer does not have any questions and to provide feedback to the employee.After all dealers have been mentored the management staff has also decided to periodically test the dealers to ensure they are maintaining a consistent level of service to the players. There was also a negative result to question 10 which asks if the customers feel dealers control the table in a manner for a player to enjoy themselves. It is the thought of the Mavericks staff that once the implementation of a unused performance management system and the new mentoring program that the results for question en will be improved with knowledge the dealers will gain.However, Mavericks still wants to ensure the dealers are maintaining control of their tables. The problem with controlling the tables is that often the dealers are dealing with angry customers. Because dealers work so closely with people and their money the players can sometimes become very prevent taking aggressions out on the dealer making for a hostile work environment. According to Anne Grandstander it takes a lot of skill to deal with displeased people when they have a problem with the problem or service (2004, p. 234 up. L).To ensure that the tables are being controlled at all times the management staff has decided that they will implement weekly meetings. These meetings will ensure that the dealers are aware of any changes that may be taking place that may help them control the tables in the most consistent and constant manner. During these meetings the dealers will be able to inform the management staff of any concern or issues that they may be having at the tables that would create a pleasurable gaming experience for the customers. Conclusion Mavericks Poker Room conducted a survey to determine the level of customer revere the patrons are receiving.After conducting the survey the results were gathered and analyzed display negative gaps in areas of dealer fairness, consistency, and control of the tables for enj oyment of the players. Recommendations were made to implement a performance management system that will ensure the fair treatment of players. A performance system will also ensure that the perceptions of the players are accurate and not that of biased results. It is also the decision of Mavericks management to implement new training techniques. These techniques consist of mentoring and testing to ensure consistency among the Mavericks staff.By mentoring the more seasoned employees the dealers will remain consistent when making calls and decisions at the table. Mavericks will also be implementing weekly meeting to ensure the control of the tables are remaining constant. Mavericks is looking to provide the best possible gaming experience to its patrons. By utilizing this information and implementing new ways to meet customer standards Mavericks is sure to be a successful establishment. References Gauguin, H. (2013). Performance management (3rd deed. ). capital of Massachusetts Pearson . Emotional intelligence a key factor in on-the-Job success. 013). Teller Vision, (1425), 1-2. Retrieved from http//search. Protest. Com/deceive/ Gang, M. (2013, Jan 01). The customer is not always right. The Business Times. Retrieved from http//search. Protest. Com/deceive/ 1265909746? Accounted=8473 Mentoring at work Developmental relationships in organizational life. Kara, Kathy E. Lankan, MD, England University weight-lift of America. (1988). Xiii 252 up. Http// essence. Pap. Org/psyching/1988-97625-000 Grandstander, A. (2004). Serving internal and external customers. Upper Saddle River, N. J. Prentice Hall. Rate our serviceEach question will be on a 1-5 scale 1 being least and 5 being to most happy with service. 1. Do you feel the customer service is satisfactory 2. Do you feel the dealers are fair among the players 3. Do you feel the pit-bosses are knowledgeable 4. Do you like the environment 5. Do you feel the dealers are equipped with knowledge of the game 6. Do you feel t he dealers know the policies and rules of the poker house 7. Are dealers consistent 8. Are pit-bosses consistent 9. Do feel the tournament structure is acceptable for players 10. Do you feel the dealers control the table in a manner for a player to enjoy themselves?