Managing Customer Experience

This document discusses the strategies of customer service in relation to a specific service sector and demonstrates customer service strategies for developing customer experience to meet the needs of customers and desired customer standards. It covers topics such as customer feedback, customer support, CRM software, and multi-channel servicing.

MANAGING CUSTOMER
EXPERIENCE

Contents
TASK 4............................................................................................................................................3
P6 Illustrate strategies of customer service in relation to specific service sector........................3
P7 Demonstrate customer service strategies for developing customer experience for meeting
needs of customers and desired customer standards....................................................................4
REFERENCES................................................................................................................................5

TASK 4
P6 Illustrate strategies of customer service in relation to specific service sector
As we know, customers are the core of a successful business and they can add credibility
to the business. Customer service is direct interaction between a consumer and the company or
representative who are working on behalf of the company. Through maintain direct interaction
with the customers, it helps in meeting maximum customer satisfaction through which
organizational targets can be accomplished (Lieberman, 2021). Effective customer service is one
of e key factor for a successful business in service and hospitality sector through which a
business can operate for a longer span of time. Some of the customer service strategies which are
formed by Andy’s Greek Taverna for effective customer services, are stated below:
 Customer feedback- To offer best customer service, business must understand needs,
pan points and experiences of their customers through which they can meet maximum
customer satisfaction. Andy’s Greek Taverna ensures on providing quality services to
their customers and they focus on improving their products and service through taking
regular feedbacks from their customers through which they can meet maximum customer
satisfaction and it will also help in increased customer engagement and maximum
customer retention. Interacting with customers help in gathering feedbacks which can
make customers feel valued by the restaurant and it will also help in building and
maintaining trust with the brand. Through taking regular feedbacks from customers, it
helps Andy’s Greek Taverna I avoiding negative comments of customers on social media
and it also helps in maintaining brand image in the hospitality sector. Andy’s Greek
Taverna collect feedbacks from their customers through various mediums, such as
tickets, live chat and phone and focus on providing effective customer services to all their
customers.
 Customer support- Through enhancing customer service can help in building strong
customer services through which they can interact and engage with their customers.
Andy’s Greek Taverna focus on hiring professionals who can effectively perform their
assigned jobs and provide valuable assistance to their customers. Andy’s Greek Taverna
analyze skills of their customer service agents and they must have patience through
which they can handle their customer properly and they must have strong communication
skills through which they can establish effective interaction with their customers. The
customer service gents focus on tracking performance of their representatives through
which they can deliver quality customer support to their clients.
 CRM software- Through using different CRM software’s, it helps Andy’s Greek
Taverna in getting insights of their customers and their demands (Prohl and
Kleinaltenkamp, 2020). With the help of different CRM software’s, Andy’s Greek
Taverna can enhance customer engagement on their social media handles and on their
offline stores through which they can attract more customers.
 Multi-channel servicing- There are many channels through which a business can meet
customers and their demands. Through using various medium Andy’s Greek Taverna can
enhance the reputation of their brand and it also improves their credibility among their

customers. Some of the mediums trough which they provide valuable customer service:
social media platform, mobile devices and self-service.
P7 Demonstrate customer service strategies for developing customer experience for meeting
needs of customers and desired customer standards
Customer experience strategy is a collection of all interactions between customers and
business which is before and after the sale of goods and services. A successful customer service
strategy helps Andy’s Greek Taverna in reaching maximum customers, setting their vision and
mission and get competitive insight in the industry. Some of the customer service strategies or
developing customer experience which will help in meeting customer demands, are:
 Optimum agent training- By investing in providing training to agents, it will ensure
Andy’s Greek Taverna that all off their customer representatives or agents can effectively
perform their assigned job role and meet demands of their customers through which
maximum customers can be retained and engaged (Sarkar, Sarkar and Sreejesh, 2021).
 Form decisions through collected data- With the help of using metrics and reporting
procedure, it can help to develop outcomes through which maximum customer
satisfaction can be met. Andy’s Greek Taverna use customer analytics and customer map
through which they can identify feedbacks of their customers for their Greek cuisine and
can meet demands of their customers by taking corrective measures.
 Optimum quality assurance- with the help of maintain quality of customer support,
Andy’s Greek Taverna can enhance efficiency of their business and will also help in
minimizing wastage. For optimum quality assurance, Andy’s Greek Taverna use different
approaches and tools such as call monitoring, recording, call baring and gent reporting.
 Offer Omnichannel support- For providing effective customer support, Andy’s Greek
Taverna use omnichhannels through which they can quickly provide assistance to their
customers and meet the demands which will lead to maximum satisfied customers
(Souiden, Ladhari and Chiadmi, 2019). Different channels such phone, email, social
media platforms and online support panel are used by Andy’s Greek Taverna to meet
customer demands and standards.

REFERENCES
Books and journals
Lieberman, S., 2021. Commentary: Managing Human Experience as a Core Marketing
Capability. Journal of Marketing. 85(1). pp.219-222.
Prohl, K. and Kleinaltenkamp, M., 2020. Managing value in use in business markets. Industrial
Marketing Management. 91. pp.563-580.
Sarkar, A., Sarkar, J. G. and Sreejesh, S., 2021. Managing customers’ undesirable responses
towards hospitality service brands during service failure: The moderating role of other
customer perception. International Journal of Hospitality Management. 94. p.102873.
Souiden, N., Ladhari, R. and Chiadmi, N. E., 2019. New trends in retailing and services.