Analyzing Customer Service Strategies in the Hospitality Sector

This report analyzes customer service strategies in the hospitality sector, specifically focusing on Tonkotsu, a restaurant in London. It discusses the various strategies implemented by Tonkotsu to provide a consistent customer experience and meet business standards. The report also explores how customer service strategies can enhance customer experience and fulfill customer needs.

Managing the Customer
Experience
(PART-2)

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 4............................................................................................................................................3
P6 Analyse customer service strategies in specific service sector..............................................3
P7 Discussing how customer service strategies can develop customer experience in such a
way that meets customer need which requires business standards.............................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
In hospitality sector, there are different strategies which are there need to form to
accomplish the goal. In relation to implement strategy, there is need of proper market
investigation which should be done by organisation. Tonkotsu is the restaurant which is able to
provide kyoto-style ramen which distinguished by creamy pork bone broth and having different
branches in London. In this report there is discussion about the analysis of customer service
strategies which is there in hospitality sector along with this, there is some discussion about the
way through which company is able to create and develop customer experience to meet the
required business standard (Jiang and Cardinali, 2018).
TASK 4
P6 Analyse customer service strategies in specific service sector
Customer service strategy refers to a throughout plan which is there to handle customer
interactions. This helps to provide a consistent customer experience which is throughout
customer journey.
Audit Form
Tonkotsu conveys information about their product to customers by online websites and
different ways like by using online delivery services in which they provides menu and reviews
along with ratings of particular restaurant. There is large menu through which customer are able
to select their dishes and meals (Ramanathan and et. al., 2017).
Product pricing
This influence customer to avail their products and services in which Tonkotsu have
reasonable pricing which means there is no high price of their products and but there are some
beers which are having high price which is due to having that product from different place of
world.

Menu of Tonkotsu
Product range
Tonkotsu is able to offer different range of products in their restaurant which gives high
chances and different variety of choices to their customers. These products are there in normal
range of price which gives different choice for food and drinks. There were many things which
were on menu (Mody and Lehto, 2019).
Staffing issues- comments and reviews
Waiters of Tonkotsu restaurant were very polite and friendly. There was warn welcome
during entering to premises of this restaurant. They were in formal uniform which helps in to
identify their staff members. During order there was interaction with waiter and they were happy
to deliver service to their customer. There were also presence of manager who was instructing
their staff when there is any situation.
Time

After ordering food, there was about 5-10 minutes of waiting time then food was served.
There was an small interaction with waiter which was about best product of their restaurant.
Supplementary items
Restaurant has offered different supplementary item with order which made meal more
enjoyable. These supplementary items were added the taste along with this there was no
limitation on supplementary items during dining.
Payment
There was different payment mode available there which provides wide range for
payment. Payment was done by credit card. There were also presence of contactless payment
which gave the vibes of use of latest technology (Ramanathan, 2016).
Customer service strategies
It is essential for Tonkotsu to implement strategies which helps to accomplish goals of
restaurant in easy manner. In relation to this there are some strategies which are discussed
further.
Ensure accurate timing to customer- There is need to ensure their waiting time which
gives them an idea to wait for their meal. As per informed wait time when food is delivered
before this gives surprise rather than getting late creates disappointment and turning-off of mood.
Deal with customer complaint and concerns- Customer is always right which is well
known proverb. There is need to resolve and satisfy their customer with satisfactory
compensation which creates positive image in customer mind.
P7 Discussing how customer service strategies can develop customer experience in such a way
that meets customer need which requires business standards
Customer service strategy are important in role to understand and fulfil the requirement
of customer. Without this strategy there is no possibility for Tonkotsu to develop customer
experience which is there in well organised way. There is need to meet the expected standards
which can create better work opportunities to achieve.
Using right tools- Using of customer service strategy effectively which leads to develop
better customer experience. Using right tool which is there in company can leads to enhance the
better customer experience. For example- Tonkotsu has better product in taste and restaurant is
not able to deliver their product at right time then there is low level of customer satisfaction
which leads to bad customer experience which is there in comparison to using the right tool.

Right tool is also able to help the business to increase their standard which can create high sales
of their product and subsequently high profit to Tonkotsu.
Personalize the experience- This is also a strategy which is able to improve the
experience of customer of that company. In context to Tonkotsu, they can enlarge their menu by
providing different combos and add on options in their menu which leads to high customer
experience and also can help in to fulfil the expectations of costumers which are there can help
in to get better deliver of their product and services. There are different ways which can help
Tonkotsu to get better customer experience and also leads to high standard (Barwitz and Maas,
2018).
CONCLUSION
From above discussion, it can be concluded that there is high need to manage the
customer experience which is there to achieve the objective of business. There is analysis of
customer service strategies which is there in service industry. There is need to hire skilled person
in relation to deliver better product and service to reach and fulfil the expectations of customer.

REFERENCES
Books and Journals
Jiang and Cardinali, 2018. The role of pre-consumption experience in perceived value of retailer
brands: Consumers' experience from emerging markets. Journal of Business Research,
86, pp.374-385.
Ramanathan and et. al., 2017. Role of social media in retail network operations and marketing to
enhance customer satisfaction. International Journal of Operations & Production
Management.
Mody and Lehto, 2019. Going back to its roots: can hospitableness provide hotels competitive
advantage over the sharing economy?. International Journal of Hospitality
Management, 76, pp.286-298.
Ramanathan, 2016. Moderating roles of customer characteristics on the link between service
factors and satisfaction in a buffet restaurant. Benchmarking: An International Journal.
Barwitz and Maas, 2018. Understanding the omnichannel customer journey: determinants of
interaction choice. Journal of interactive marketing, 43, pp.116-133.