Customer Service Assignment - InterContinental Hotel

Added on - Oct 2020

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Customer Service
Table of ContentsINTRODUCTION...............................................................................................................................3P6 Strategies of customer experience management that are used in business................................3P7 How customer service strategies can be created and develop the customer experience.............5CONCLUSION....................................................................................................................................7REFERENCES.....................................................................................................................................8
INTRODUCTIONThere are several strategies which InterContinental Hotels group can use to enhance theexperience of their customers. In this section, a discussion will take place on those strategies like,fix problems before they appear, capture customer feedback in real time and other strategies, whichcan helpan organisation in making improvement to customer's experiences. Along with thisdifferent approaches like, assessing the market needs, experience mapping will come in thisdiscussion (Chen, Zhu and Zhou, 2015). This also tell about how these strategies help in improvingexperience of customers and help business in gaining their objectives.P6 Strategies of customer experience management that are used in business.InterContinental Hotel Group is a huge sectorof UK, which provide services to theircustomers. Therefore, it is very important for organisations to maintain the relationship with theircustomers and provide them better services. This will help them in improving the experience of theircustomers.For doing all this and improving the experience of customers, InterContinental Hotelgroup can use different strategies, which are as follow :-1.Set up customer experience analytics :According to this is a strategy, employees workingin InterContinental Hotel group have to study the behaviour and words of customer. Thiswill help them in providing products and services which are best according to theirrequirements. For example, a customer come on hotel's reception and but he is not able tomake the person understand clear about their requirements, then it's duty of receptionist tounderstand the words of customer and behaviour, like number of members with them andtheir budget which they want to spend on hotel's room. This will help receptionist tounderstand the requirements and provide rooms accordingly for their customers, andfulfilment of requirements will lead the customer to get good experience by hotel. This allhelp in improving the engagement of customers also.2.Fix problem before they happen :This is one of the important strategy, whichInterContinental Hotel grouphave to adopt. According to this strategy, an organisation haveto make solutions for the problems before they happen. For doing this,InterContinentalHotel grouphave to study and verify their operations where some major problems can occurthat can hamper the situations for their customers. This can help organisation in maintainingthe good experience of their customers with the products and services provided by them. Forexample, if any problem occurs water storage of hotel, and the hotel get it's knowledge. Thenthey can make appropriate solutions for this problem, before it will arise in front ofcustomers. This will lead them to reduce problem that may arise and also help in customer
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