编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页 共1页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 hotels 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 strategyShangri-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 innovative products and customer satisfaction.Shangri-la hotels 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 establishedShangri-la hotels standards of customer care is never saynoto customer. The concert contents as follow: The Shangri-La PledgeWhen 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 PolicyShangri-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 BrowsingVisitors to their website www.shangri-la.com 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.CookiesTo enhance your experience on their web site, some of their web pages may use cookies. Cookies are text files that they place in your computers 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 (e.g., to recognize you by name when you return