Managing the Customer Experience

MANAGING THE
CUSTOMER
EXPERIENCE

TABLE OF CONTENTS
MAIN BODY..................................................................................................................................3
P6 Customer service strategies....................................................................................................3
P7 Ways in which customer service strategies and customer experience meet the needs of
customers and business standards................................................................................................4
REFERENCES................................................................................................................................1

MAIN BODY
P6 Customer service strategies
Customer service is more than just providing paid services for hotel residents. It is about
creation of efficient relationship among the guests and the hotel in order to improve their
experience journey while staying within the Hilton premises. Efficient managers help the
employees in order to understand the requirement of customer experience for their firm.
Customer service objectives should be the part of Hilton business goals (Uppal, R.K., 2020). The
strategies should be incorporated into employee goals in order to ensure reach customer service
objectives of the firm. There are seven steps through which Hilton can develop effective
customer service strategies those are:
 Creation of customer service vision: It creates with the help of communicating the
customer service vision to their employees as they need to understand the importance of
vision and company goals in order to address them to attain good customers’ service and
understand their responsibility in order to achieve that level. This will help employees to
give efficient services to their guests.
 Assessment of consumers needs: Without understanding customers’ requirements. No
company is able to address and meet their needs. This assessment has been completed by
soliciting feedbacks from their guests and visitors through focusing on group discussions,
satisfaction surveys and consumer feedback cards and thus prepares a plan in order to
meet those expectations and requirements.
 Hire right employees: With the help of hiring right candidates within their establishment,
Hilton is able to ensure good and efficient customer services and timely resolution of
problems with the help of highly skilled and talented employees who are well aware
about their company policies as well as vision (Ibelegbu, O., 2020).
 Setting goals for customer service: After the identification of customer needs and
desires, Hilton is able to create achievable goals to satisfy their consumers. Employees
need to understand the target and thus help the organization to achieve them. For instance
the goal of Hilton customer care service centre employees is to address each issue of
guests that arises during the time of their stay along with before and after services as
well.