Whitbread's Customer Service Strategies and Standards Report

This report provides an analysis of customer service strategies within the context of the Whitbread organization. It explores how Whitbread can enhance customer relationships, focusing on delivering on promises, seeking customer feedback, and rewarding loyal customers. The report also examines strategies for developing positive consumer experiences that meet business standards, including the use of digital tools and addressing customer complaints. Recommendations are provided to improve customer service, including employee training, infrastructure upgrades, customer service desks, technology upgrades, and feedback mechanisms. References to relevant academic sources are also included. This report is a valuable resource for understanding customer service best practices.

Table of Contents
LO4..................................................................................................................................................2
P6 Illustrate customer service strategies in a specific service sector context.............................2
P7 Develop & Create consumer experience in which they can meet the needs and
requirements of business standards.............................................................................................3
References........................................................................................................................................4

LO4
P6 Illustrate customer service strategies in a specific service sector context.
Customers plays an important role in an organisation because they are the one by which
they generate revenue. It is required by the company to provide better facilities to their customers
so that they can be happy with their services and helps them in generating more profits (n'Goala,
2019). Whitbread organisation is working on developing the better strategies to develop long run
relations with their fellow customers. With respect to service sector they need to develop such
relations which help them to satisfy the needs of their customers in an effective manner. The
organisation has to develop a positive relation with their customers by providing them easy
access to book their packages, hotel booking, food orders and etc. The company can adopt some
strategies to maintain their customer relation those techniques are as follows:
 Deliver promise: To survive in this competitive market the Whitbread has to work
differently from their other competitors. On the bases of the observation it helps company
to attract the interest of customers they use to deliver promises which they made at the
time of commencement their relation (Żyminkowska, 2019).
 Seek feedback of customers: It is important for the organisation to know the preferences
and needs or wants of their customers for which they can know by keeping an account of
feedback point. This helps firm to provide better services. Whitbread also follow this to
determine their flaws on the services which they provide. They use to receive feedback
from the register kept at sites, email, social media platforms, etc. According to the
feedback, the organisation takes measures to make changes in that respect.
 Rewards should be given to their customers: The firm must provide the rewards to all
those customers who were loyal with them and they use to full fill all the promises which
they made. It is required for the organisation to gain the satisfaction of the customers. On
the bases of observation in today's scenario the taste and preferences of the customer
changes with a passage of time that's why it is necessary for the company to know about
this for their survival.

P7 Develop & Create consumer experience in which they can meet the needs and requirements
of business standards.
Organisation uses different strategies which helps to compel the decisions of the
customers. To develop the strategies of customers the firm has to engage them with the digital
tools (Udunuwara, Sanders and Wilkins, 2019). While conducting the research of marketplace,
Whitbread uses to determine the customers requirement and know the effective measure to full
fill those needs of them. For the survival of the firm, they have to aware about the needs and
wants of the customers and found the manner in which they can satisfy them. For the long run
and short term profits the firm has to develop effective and beneficiary strategies with aids them
in research and development of the firm. It is important for the organisation to work on the
complaints of the customers and to know about their views regarding the same. The organisation
must plan for modification or alteration of things which can be helpful to satisfy their customers.
These activities help the firm in knowing the updated changes and requirement of the customers.
Recommendation
 On the bases of the observation the company must provide proper training to their
employees who helped them in developing their personal as well as professional skills
(Park, Jun, and Lee, 2018). This helps them in performing their task in a better way. This
helps in increasing the standards of the employees and makes them competent to deal
with different tasks at the same time.
 The company must have a good infrastructure which provides a health environment of
the firm. It must be updated with the passage of time. Moreover, this helps the company
to modify their standard.
 The firm must make a customer service desk to help them in every manner whichever is
possible. It helps customers to solve their query in a effective.
 The organisation must upgrade their technology so that they can increase their efficiency
of work.
 On the bases of observation they must take proper feedbacks from their customers, which
help the company to adopt productive changes in their working procedure (Chevers and
Spencer, 2017). When the customers feedbacks are positive then that encourage their
employees to work in more better way.

References
Books and Journals
Chevers, D. and Spencer, A., 2017. Customer satisfaction in Jamaican hotels through the use of
information and communication technology. Worldwide Hospitality and Tourism
Themes.
n'Goala, G., 2019. Customer strategies in the face of new technological, social and
environmental challenges. Augmented Customer Strategy: CRM in the Digital Age,
pp.1-21.
Park, C., Jun, J., Lee, T. and Lee, H., 2018. Customer orientation or employee orientation: which
matters more? The moderating role of firm size. Journal of Business & Industrial
Marketing.
Udunuwara, M., Sanders, D. and Wilkins, H., 2019. The dichotomy of customer relationship
management and variety-seeking behaviour in the hotel sector. Journal of Vacation
Marketing, 25(4), pp.444-461.
Żyminkowska, K., 2019. Placing Customer Engagement Within Marketing Management.
In Customer Engagement in Theory and Practice (pp. 55-80). Palgrave Pivot, Cham.