View the below video film, read the articles through the hyperlink provided below and post your views on the discussion forum through the above link on the points/ questions posed by your instructor:
Hilton@Home
http://www.workhomeyou.com/resource-detail/685773-working-from-home-the-work-life
Play Video
The link
Discussion Points:
· What are the potential risks in Hilton@Home program of Hilton Hotels for its customer care employees?
· How does Hilton@Home program help in TQM Sustainability?
· How does Hilton@Home program help in better customer relationship management and service quality?
TO BE RE-WRITTEN FROM THE SCRATCH
View the below video film, read the articles through the hyperlink provided below and post your views on the discussion forum through the above link on the points/ questions posed by your instructor:
Hilton@Home
http://www.workhomeyou.com/resource-detail/685773-working-from-home-the-work-life
Play Video
The link
https://youtu.be/wPfCrAayyeg
Discussion Points:
- What are the potential risks in Hilton@Home program of Hilton Hotels for its customer care employees?
Despite the Hilton work-at-home program being efficient and offering quality services to their consumers, the program also pose some risks for customer care employees. Many are times, which certain employees tend to be rude to the customer care employees causing less motivation for these employees. Some consumers tend to harass the employees by being rude to them and other goes to an extent of being abusive to the employees. This may end up affecting the employees negatively and to and to an extent of failing the program since some of the people interested in joining the program may fail to join the program because of this. Further, some consumer threatens the employees due to the kind of services they require, where they prove to be stubborn to an extent of threatening the employees. Other employees give death threats to the employees. Additionally, using call centres, various employees prove to be jokers, which end up wasting the time for the employees as well as contributing to some loss due to certain expenses that the joking consumer might contribute towards the customer care employees.
- How does Hilton@Home program help in TQM Sustainability?
Work-at-home program for Hilton Hotels is a universal business strategy, which aim at ensuring that their consumers are served effectively and efficiently by ensuring that they improve their service quality. Total Quality Management sustainability ensures that an organization is able to have a contant improvement to their product or service quality. The Hilton program gives the organization a competitive edge in maintaining sustainability of their products by ensuring that they have a competitive strategy that ensures the organization maintains constant improvement in their service quality. The program aims at ensuring that the organization offers better and flexible services to their consumers through various employees who are able to work at the comfort of their homes, this offering better services and ensuring that total quality management sustainability is maintained and enhanced.
- How does Hilton@Home program help in better customer relationship management and service quality?
Hilton Group of Hotels have come up with Work-at-Home program which aim at reducing the call centre costs, while at the same time improving their customer relationship management as well service quality. As such, employees participating in the work-at-home program are able to work at home where they are able to have quality time to deal with clients and give them a better service. The work-at-home program ensures that the organization is able to distribute its services especially customer booking by using different service providers that are able to work at the comfort of their home. Thus, the service provides of Hilton are able to give their consumers undivided…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………….
potential risks in Hilton@Home program.
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