Customer Experience and Service Strategies

The project focuses on the importance of customer experience and service strategies in restaurants. It discusses how digital technology helps manage customer experiences and shows that customer service strategies develop customer experience. Recommendations for improvement are provided, including motivating customer service teams, managing customer complaints, and using affective websites to connect with customers.

Managing the customer
experience

Table of CONTENTS
INTRODUCTION...........................................................................................................................1
LO3..................................................................................................................................................1
P5 Digital technology is employed in managing the customer experience................................1
LO 4.................................................................................................................................................2
P6 Customer service strategies in a Havez restaurant. ...............................................................2
P7 Customer service strategy to create and develop the customer experience to meet their
needs and requirements...............................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES ...............................................................................................................................6

INTRODUCTION
Managing the customer experience is the way to manage all details about the customers.
This report will select the Hazev restaurant. This report will cover that digital technology help in
manage customer experience with in the Hazev restaurant. It will cover that customer services
strategy. This report also show that strategies create the customer experience.
LO3
P5 Digital technology is employed in managing the customer experience.
Presently many digital technologies are available to help in managing customer
experiences. There are many digital technologies available which is help in to improve customer
satisfaction. Social media also a good platform to manage customer
experiences(Rajaobelina,2018.). Social media is an online platform where customer give their
feedback, suggestions and advice for specific service sector.
Hazev restaurant also receive customer demands through social media. For a good
customer experience, management should response to customer questions and queries and be
active on social media. Restaurant management can also use email for provide services. Through
the email management can inform all the detail about their services whereby customer has
influenced. From this way customer experience improve.
Customer relationship management(CRM) is a technology which helps to manage
customer relationship. Sales force and sales cloud is a new way to manage and collect customers
data. They both a part of CRM software. It includes accounts, product, contact Etc. they both
focus on sales and handle customer relationships.
With the help of the CRM software's, restaurant know about the customer requirement
because customer's all data kept in the restaurant software. Hence, they keep food according
customer's choice and requirements whereby customer satisfied and also
appreciate(Secchi,2018.). Restaurant wants to enhance customer experience then they check
customer historical data through the software and they provide their service according the
customer.

With the help of CRM system, it automatically sends the email or SMS to their customers
for sales services. For example Havez restaurant send time to time SMS to their customer for
more offers and discounts.
M3
Digital technologies plays a big role for changing CRM system. Due to digital
technology, restaurant employees can maintain all data of customer and provide services
according to the customer. They can check customer history. With the help of Software
employees know about the customer needs and requirements(Stangl, 2018). Through the social
media, website and emails customer get all information about the restaurant services.
D3
CRM advantage that they manage customers data and according to the customer history
they provide more services. With the help of CRM system employees improve the relationship
with the customers to manage all the details. It has also disadvantages. Sometimes records may
loss from the CRM system. It is also difficult to manage CRM cost.
LO 4
P6 Customer service strategies in a Havez restaurant.
Customer satisfaction is more important for the businesses therefore they apply different
types of strategies. Some strategies have explained below.
Ensure proper delivery time : Havez restaurant can use this strategy for customer
satisfaction. It is beneficial for the restaurant when employees satisfied their services. Restaurant
can deliver services on time. They can take clearance advance from the customer whereby it
helps to reduce the delivery time. Restaurant can make policies related their services. For
example they can make policy that if food could not deliver on time so they can refund
amount(The Best Customer Experience Strategy: 5 Simple Tools for Hotels, 2018.).
Effective communication : presently, restaurant use the digital technologies. Through
the technology they can give effective offers through email and SMS. Customer use their
services if offers are beneficial. This strategy use for customer attraction. Restaurant can give
their services at low cost or some discounts whereby customer influence by their offers. Its

restaurant responsibility that they communicate with the customers effectively therefore
customer experience enhance.
Refund facility : Restaurant can provide refund facility if customer does not satisfy with
their services(Rajaobelina,2018.). For example if customer order some food and they get
different food. That time manager responsibility that they can refund customer amount for
customer satisfaction. This strategy can apply for maintain restaurant goodwill. They can also
take and give amount through online whereby customer can easily do the process.
Quality assurance : Restaurant employees responsibility that they should give their
services with quality. This strategy very influenced to the customer when employees got food
with the best quality. Customer influenced and also appreciate in front of others whereby
restaurant goodwill increase. They can also provide a good services like comfortable room.
Customer satisfied with the quality then their experience automatically enhanced.
Customer satisfaction : Havez restaurant can take care about it that they should provide
services for customer satisfaction. For customer satisfaction, they can give the best quality their
products, reduce the service cost and give discount offer. They can also provide a good
environment. It is necessary that environment must be comfortable and clean. Security is also
part of the customer satisfaction. They can also provide secure environment for example they can
keep security guard(Papaioannou,2018).
Illustration 1: Customer service strategy
(Source : The need of CRM in hotel industry, 2019)

P7 Customer service strategy to create and develop the customer experience to meet their needs
and requirements
Restaurant employees take the feedback after providing services. Due to feedback
restaurant employee know that customers needs and requirements. Customer when give negative
feedback then its employees responsibility that they take quick action upon feedback for
customer satisfaction. According to customers needs they can change and also improve in their
services. Employees always try that customer give feedback positively(Law, 2018.). Employees
try to customer's experiences enhance through fulfil customer needs.
Restaurant refund strategy create a good image in front of customers. Due to strategy
customer security and trust automatic build up. One time customer's trust the restaurant services
then they will always come and appreciate to the restaurant policy. Customer needs also fulfil by
this refund policy.
Customers wants the best quality in the services and products. Customers influenced
when they get food and services with the best quality. Satisfied Customer will convey the quality
of services to other people which increase customer flow into the hotel. Presently money does
not meter rather than quality.
Through digital technology Customer get services offers then they direct influence by
these offers. They ordered and receive their food on time with the best quality then they can give
online positive feedback of the restaurant. For this way customer need fulfil and also restaurant
goodwill increased. Customer satisfaction also depends on the customer's needs(Bueno, 2019).
Restaurant employee can provide perks to the customer. For example they can give hotel
logo mugs whereby customer influenced by the gift. Customer's also wants that employees
provide attractive perks as a gift. They apply strategy to satisfied customer and enhance
customer satisfaction.
M4
Customer's service strategies like quick action on feedback, provide affective perks,
quality assurance, refund facility Etc. create the customer experience and also help to satisfied
them.

Recommendations are given to improve customer experience. To keep customer happy,
restaurants employees can attach with their customer through email, phone call etc. and also can
inform about the new foods and services.
Restaurant can motivate their customer service team whereby they will try to keep
customer happy. Employees will do hard work if they also satisfied restaurant services.
Restaurant services be available through affective website. They can connect their customers and
provide fast services(Secchi, 2018.).
They can also manage customers complaints. Its necessary for the restaurant employees
to resolve complains immediately.
CONCLUSION
From the above project it has been included that digital technology helped to manage
customer experiences and also showed that Customer services strategies of the Havez restaurant.
It also showed that customer service strategies develop customer experience and
recommendations for improvement.

REFERENCES
Books and journals
Bueno, E.V. and et.al., 2019. Measuring customer experience in service: A systematic
review. The Service Industries Journal.pp.1-20.
Law, R. and et.al., 2018. Systematic review of hospitality CRM research. International Journal
of Contemporary Hospitality Management. 30(3).pp.1686-1704.
Papaioannou, A. and et.al., 2018. Customer Oriented Strategy and Business Performance in
Tourism and Hospitality Industry. In Innovative Approaches to Tourism and Leisure.(pp.
417-432). Springer, Cham.
Rajaobelina, L., 2018. The Impact of Customer Experience on Relationship Quality with Travel
Agencies in a Multichannel Environment. Journal of Travel Research.57(2).pp.206-217.
Secchi, E. and et.al., 2018. The impact of service improvisation competence on customer
satisfaction: evidence from the hospitality industry. Production and Operations
Management.
Stangl, B. and Pesonen, J., 2018. Information and Communication Technologies in Tourism.
2018.
Online
The Best Customer Experience Strategy: 5 Simple Tools for Hotels. 2018. [ONLINE] Available
through: <https://www.socialtables.com/blog/hospitality-technology/customer-strategy/>
The need of CRM in hotel industry.2019. [ONLINE] Available through:
<https://cynoteck.com/blog-post/the-need-of-crm-in-hotel-industry/>