Managing Customer Experience

This document discusses customer service strategies in a specific service sector context and how they create and develop the customer experience to meet customer needs and business standards. It includes examples and recommendations for optimizing agent training, choosing the right tools, and personalizing the customer experience. The document also emphasizes the importance of customer touch point analysis and tracking customer interactions to enhance the overall customer experience.

Unit 2: Managing
Customer Experience

Table of Contents
TASK 4.......................................................................................................................................................3
P6 Illustrate Customer service strategies in a specific service sector context.......................................3
P7 Demonstrate how customer service strategies create and develop the customer experience in a
way that meets the needs of the customer and required business standards.........................................3
REFERENCES...........................................................................................................................................5

TASK 4
P6 Illustrate Customer service strategies in a specific service sector context.
Customer service strategy is a plan which helps in handling the customer interactions so that
consistent experience is provided throughout their journey. An improved experience of customer is the
result of customer loyalty which helps the business to succeed. The Restaurant group Plc can use the
following customer service strategies-
 Optimise agent training- Under this strategy, the Restaurant Group Plc can involve itself in
agent training programs so that specific agents can focus on meeting the customer needs. A
specific team of agents will continuous research and interact with the existing customers so that
their needs, preference or wants can be fulfilled timely and efficiently.
 Choosing the right tools- The Restaurant Group Plc can place a help desk at its outlet in order
to take the feed backs and complaints of the customers so that there can be improvements made
in the services of the restaurant. For instance a software of call center can help the restaurant in
meeting the needs and wants of the customers for providing better service to the customers.
 Personalise the experience- The Restaurant group Plc can undertake different strategies to
improve their customer service by giving them personalized experience which may be done by
using the previous interactions of the customers and support the request of the customers by
fulfilling it. This will result in giving them whole attention personally and increase in level of
customer service (Lee, Lanting and Rojdamrongratana, 2017).
P7 Demonstrate how customer service strategies create and develop the customer experience in a way
that meets the needs of the customer and required business standards.
In order to develop the customer experiences, the organization must focus on making such
strategies which will enhance their experience. The Restaurant Group Plc shall utilize the customer
service strategy in such a way that it results in giving bets experience to the customers (Brun and et. al.,
2017). The service strategies will help in giving wholesome attention the customer's and their needs so
that focus could be made on fulfilling their demands and wants.
The customer touch point analysis shall help the Restaurant Group Plc to evaluate its
interactions with customers so that it can make small changes or improvements in their working to
enhance their customer experience. It uncovers the insight of the customers so that opportunities can be
grabbed in order to enhance their customers experience.
In order to enhance the experience of the customers, the management of Restaurant Group Plc

can work on to track the interactions of the customers so that further planning can be done for building
the focus on meeting the needs of the customer and additionally work on meeting the business
standards by increasing the market share and profitability by giving best experience to them to avail the
services of the restaurant repeatedly (Ali and et. al., 2018).

REFERENCES
(Books and Journals)
Ali and et. al., 2018. Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian
theme parks. Journal of destination marketing & management. 7. pp.1-11.
Brun and et. al., 2017. Impact of customer experience on loyalty: a multichannel examination. The
Service Industries Journal. 00(5-6). pp.317-340.
Lee, K.W., Lanting, M.C.L. and Rojdamrongratana, M., 2017. Managing customer life cycle through
knowledge management capability: a contextual role of information technology. Total Quality
Management & Business Excellence. 28(13-14). pp.1559-1583.