Customer Service Strategies and Customer Experience at Pizza Pilgrims

This report examines the customer service strategies employed by Pizza Pilgrims, a well-known London restaurant. It begins with an introduction highlighting the importance of customer service strategies in achieving business objectives and increasing customer satisfaction. The main body of the report includes an audit form that assesses various aspects of the restaurant, such as pricing, product range, staffing, and payment methods. The report then delves into specific customer service strategies, including the use of the right tools and improving call centers. Furthermore, it explains how these strategies contribute to creating and developing a positive customer experience, focusing on aspects like personalized experiences and the use of CRM software. The conclusion summarizes the key findings, emphasizing the importance of managing customer experience strategies and employing talented staff to meet organizational goals. The report references various books and journals to support its analysis.

Managing the
Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
P6 Illustrate customer service strategies in Pizza pilgrims ........................................................1
P7 How customer service strategies create and develop customer experience in the way that
meets needs of customer.............................................................................................................3
CONCLUSION ...............................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Customer service strategies are more important in every business as this helps them in
there achievement of goals and objectives and results in increasing customer satisfaction
(Prentice, 2019). In this report the restaurant which is undertaken is Pizza pilgrim. This is one of
the famous restaurant of London which is effectively using is customer service strategies. In this
report it covers customer service strategies and how customer experience can be develop.
MAIN BODY
P6 Illustrate customer service strategies in Pizza pilgrims
Audit form
In Pizza pilgrims, mangers and employees covey their messages and updates through
online websites and online advertisements. They provides all menu and rating to the official
website called pizzapilgrims.co.uk. They also provides variety of pizzas and it serves best quality
to them so that they will visit again to the restaurant.
Prices
What is your reaction towards the prices of the products restaurant is selling.
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After visiting the restaurant and sees the menu my reaction towards the prices was good
as I saw the prices of pizzas are quite reasonable as company does not have higher prices of the
pizzas. Also it offers variety of pizzas to customers. This attracts me and I have founded that its
Neapolitan pizza is very good.
Range of products
Restaurant offers variety of pizzas to customers as they offers Neapolitan pizza which is
very tasty. For me, I ave tasted its lots of variety of pizzas. This provides me relax and I am very
happy about this.
Staffing issues
Restaurant has a very caring staff members and employees who serves variety of pizzas
to customers. They are in formal uniform and talking very effective and happily with customers.
I interacted with them and they are also talking happily with me and other customers. There was
a manager who provides them better rating and development sessions to employees so that they
would work efficiently in the restaurant.
Time
Time which I have ordered a pizza is a short duration. As I have ordered and they bring
that in about 15 minutes of the duration,. They also provides take-off delivery and customers can
order online through websites also. At the time of covid pandemic, many of the customers have
ordered online and they have taken short duration to reach them.
Supplementary items
Yes, I find supplementary items on the table. This attracts me and I find this a good think.
Payments
I have made payments through debit card and they have accepted it. They are accepting
without any excuses.
Customer strategies
Customer strategies are more important because they helps the organisation in achieving
their goals and objectives (Rothrock, Kaplan and Van Der Oord, 2018). Various strategies are
mentioned below:
Using right tools:Right tools consist of accessing of right things that are to be used in
company to attract customer and by which customer experience can become better.
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Improve call centres: It focuses on using better KPIS so that better solution can be
provided to customers. This will enhance customers and provides them satisfaction. This will
results in increasing of restaurant profitability and revenues.
P7 How customer service strategies create and develop customer experience in the way that
meets needs of customer.
Customer service strategies are more important because it helps the organisations in
developing customer experience in a organised way. It is used by Pizza pilgrims in order to
achieve customer satisfaction and business objectives (Shim and Lee, 2019). There are certain
customer service experience which are discussed below:
Right tools: By using effective customer service strategies company can earn customer
experience which helps them in increasing customer satisfaction. In context of Pizza pilgrims,
restaurant is using effective business tools to experience customer. For example- restaurant is
using collaborative CRM software to generate records and customer engagement. This helps
them in satisfying customer experience.
Personalise experience: This is another strategy that is used to improve experiences. In
relation with Pizza pilgrims, restaurant can enlarge the menu and add more variety in pizzas to
attract customers. This will results in providing variety of pizzas to customers and results in
improving their experience (Taghizadeh, Rahman and Hossain, 2018).
CONCLUSION
From the above analysis, it is concluded that it is important to manage customer
experience strategies in order to achieve business objectives. There is a discussion which is made
in audit form, customer service strategies and improvements in experience. Also it is more
important to hire talents employees and staff members for achievements of organisational goals
and objectives.
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REFERENCES
Books and Journals
Prentice, C., 2019. Managing service encounters with emotional intelligence. Journal of Retailing
and Consumer Services, 51, pp.344-351.
Rothrock, R.A., Kaplan, J. and Van Der Oord, F., 2018. The board's role in managing
cybersecurity risks. MIT Sloan Management Review, 59(2), pp.12-15.
Shim, W. and Lee, S.W., 2019. An agile approach for managing requirements change to improve
learning and adaptability. Journal of Industrial Information Integration, 14, pp.16-
23.Möller, K. and Halinen, A., 2017. Managing business and innovation networks—
From strategic nets to business fields and ecosystems. Industrial Marketing
Management, 67, pp.5-22.
Taghizadeh, S.K., Rahman, S.A. and Hossain, M.M., 2018. Knowledge from customer, for
customer or about customer: which triggers innovation capability the most?. Journal of
Knowledge Management.
Zhukov, D and et.al., 2018. Managing social networks: Applying the percolation theory
methodology to understand individuals' attitudes and moods. Technological Forecasting
and Social Change, 129, pp.297-307.
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