Frog by Adam Handling Management Report on Customer Service and Management

Customer Service
Management

EXECUTIVE SUMMARRY
This report looks at the consumer service at hospitality establishment. Service Blueprint
template helps understand the consumer journey at The Frog By Adman Handling. Service
quality, food quality and physical environment of the restaurant limit consumer service at
hospitality establishment. Personalization and quick resolution of complaints are some of the
consumer expectations which need to be fulfilled by hospitality establishments to deliver high
quality consumer-service. Exceeding consumer expectations has many benefits such as building
inter-personal relationships and gaining loyal consumers.

Table of Contents
EXECUTIVE SUMMARRY ..........................................................................................................2
INTRODUCTION...........................................................................................................................1
Overview of case study organisation..........................................................................................1
MAIN BODY...................................................................................................................................2
Determination and evaluation of elements which restricts consumers service in the tourism
and hospitality sector ..................................................................................................................2
Various kinds of consumer behaviour and adjusting consumer service to meet specific
consumer behaviour ...................................................................................................................3
Ways to ensure that service delivery marches consumer expectations ......................................5
Benefits and opportunities derived from exceeding customer expectations to an organisation’s
success.........................................................................................................................................5
Service Blueprint Template.........................................................................................................7
RECCOMENDATIONS .................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Overview of case study organisation
Customer service management consist of handling and managing the needs and wants of
customers in such a way which will help a company to achieve higher customers satisfaction. In
context of hospitality industry, companies key to success is to gain positive customer experience
by providing them appropriate services as compared to their expectations (Afshar and et. al.,
2019). Customer life- cycle will help them to identify how a consumer behave while purchasing
their desired products and services. It will also help to maintain god relations with customers. It
is essential for hospitality sector to focus on needs and wants of their customers because they
directly interact with their customers. The hotel of Frog by Adam Handling shows their reviews
on different services of their hotel on Tripadvisor which is a travelling site. From the reviews of
this hotel it is evaluated that they are unable to provide good services to their customers because
their most of the reviews are related to the high prices of their food dishes and the quality of food
dishes is not good because customers get ill by consuming food from this restaurant. Customers
also share that they like the concept of restaurant but the prices and quality of food item are not
matching to their expectation.
Demographic profile-
Demographic profile are those personal data of customers which consist of their
preference, age, income and many other information. This data plays an important role to
identify how customers get influence toward a particular product and services (Žilinskienė and
Norkus, 2021). Adam is a well known chef in UK who has opened the restaurant Frog by Adam
Handling in the year 2017 in London. The location of this hotel is perfectly decided because it is
located in the heart of Covert Garden and near this location there are many residential as well as
events and corporate gathering are also conduct near this area. This restaurant provide well
furnished and attractive dining room to the people who want to host private parties. It also have
Library area which is named as “The Library” which has the capability for 16 people to sit. The
restaurant also have a bar whose name is 'Eve', it is beneficial for those customers who
demanded for bar services.
Customer trends and customer expectations-
1