Managing Customer Experiences in Service Sector

This document discusses customer service strategies in a specific service sector context, focusing on Galvin at Windows restaurant. It explores how these strategies are used to develop the customer experience and meet the needs of customers and business standards.

Unit 2 – Managing
Customer Experiences

Table of Contents
INTRODUCTION ..........................................................................................................................3
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 way that meets the needs of customers and required business standards...........................4
CONCLUSION ...............................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer experience a component which is important for success, growth and
development of a service sector organisation. The matter of the fact is that a business belonging
to service industry and specifically working for providing what customers ask for and what
exactly they need is the basic feature on which company's success and growth is dependent
(Kandampully, Zhang and Jaakkola, 2018). The presented work under is constructed on
managing customer experience and based on Galvin at Windows restaurant. The restaurant is
located on the top floor of London Hilton on Park Lane Hotel. The restaurant is Michelin star
holder and was launched in 2006. In present report, customer service strategies of the restaurant
are determined and their use for developing customer experience and meeting needs and
preferences of target audiences.
TASK 4
P6 Illustrate customer service strategies in a specific service sector context.
Customer service strategies are the means used for tracking an overseeing the
interactions taking place in between business and customer which help in making the firm more
focused on needs and preference of buyers and keep them satisfied with their services. The
customer service strategies are also addressed as customer experience management which aims
at developing optimised interaction by keeping perspectives of people ahead and foster their
loyalty towards the brand. The strategies used by Galvin at Windows Restaurant is making
Touch point analysis (Witell and et. al., 2020).
Customer touch point management enable the Galvin at Windows Restaurant to hold a
critical baseline for making evaluation of itself by customer point views. This process assist the
business managers in making small improvements and changes required in order to increment
the customer experiences those who visits the restaurant.
Through the touch-point analysis method Galvin at Windows Restaurant uncover strong
customer insights and expectations that offers the restaurant number of opportunities for making
improvements while addressing needs and desires of the guests and the target audiences
expectations (Tung, Chen and Schuckert, 2017). There are varied touch points discussed above
through which Galvin at Windows Restaurant make interactions with buyers and with potential
use of these touch points can result in better alignment of organisation that is restaurant which

will further enhance and guests perceptions and help in retaining the consumers for longer period
of time. Hence, the customer touch point analysis is a strong and most effective tool for the
restaurant to improve and enhance the customer services and offer the best to the people with
present resources and productive services (Bleier, Harmeling and Palmatier, 2019).
P7 Demonstrate how customer service strategies create and develop the customer experience in
way that meets the needs of customers and required business standards.
Customer experience is defined as an interaction as well as experience that a customer gained
with the company throughout whole customer journey that is from first contact to be a loyal
customer of organisation. It is important for Galvin at Windows Restaurant to develop an
effective customer service strategy so that they can provide high customer experience by meeting
with the requirements of customer. Thee are various ways by which customer strategies is
created & develop the customer experience which are as follows:
By understanding audience and develop buyer personas: It is important for an
organisation to understand the requirements of customer as it help in developing effective
customer strategy which in turn assist in meeting objectives on time period. In context to Galvin
at Windows Restaurant, its marketing team conduct market research that assist in gaining insight
about customer needs and market trends as well. This help company to meet with the needs of
customer and maintain their business standards in an appropriate manner (Dion and Borraz,
2017).
By taking feedback from customers: It is consider as one of the effective way to
provide high experience to customers. With reference to Galvin at Windows Restaurant, its
employees take feedback from customer after giving them services as it help in gaining
knowledge about where they lack and what are the improvements they need to implement. This
help respective organisation to make effective strategies by which they can meet with the needs
of customer and enhance their performance level in an effective manner (Venkatesan, Petersen
and Guissoni, 2018).
CONCLUSION
From the above study, it is concluded that there are various ways by which customer
service strategy create & develop customer experience ant these are understanding audience,
analyse mission and vision, taking customer feedback and many more.

REFERENCES
Books and Journals
Witell, L. and et. al., 2020. Characterizing customer experience management in business
markets. Journal of Business Research, 116, pp.420-430.
Bleier, A., Harmeling, C. M. and Palmatier, R. W., 2019. Creating effective online customer
experiences. Journal of marketing, 83(2), pp.98-119.
Dion, D. and Borraz, S., 2017. Managing status: How luxury brands shape class subjectivities in
the service encounter. Journal of Marketing, 81(5), pp.67-85.\
Venkatesan, R., Petersen, J. A. and Guissoni, L., 2018. Measuring and managing customer
engagement value through the customer journey. In Customer engagement
marketing (pp. 53-74). Palgrave Macmillan, Cham.
Tung, V. W. S., Chen, P. J. and Schuckert, M., 2017. Managing customer citizenship behaviour:
The moderating roles of employee responsiveness and organizational
reassurance. Tourism Management, 59, pp.23-35.