University Professional Skills Assignment: Customer Experience

This assignment delves into professional skills, focusing on customer experience and communication strategies within a business context. The assignment begins with a confirmation email example from Glenmore Hotels, highlighting customer service interactions and booking confirmations. It then outlines the steps involved in writing an assignment, emphasizing research, planning, and self-reflection. The CEM framework is introduced as a tool to understand customer perspectives. The assignment further explores infectious communication, discussing how customer-generated content can effectively promote a brand. Finally, the assignment analyzes the benefits of customer experience for an organization and suggests methods for Glenmore Hotels to improve customer satisfaction through emotional connections, social media engagement, and technological advancements in guest interactions. References to academic sources support the analysis.

Running head: PROFESSIONAL SKILLS
Academic And Professional Skills
Name of the Student:
Name of the University:
Author’s Note:

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From [e-mail],uk
To [e-mail]
Subject: Confirmation of bed room reservation
Dear
Mrs. Jane Smith
Hope you are doing fine and you had a great weekend. This mail is just to check the
confirmation of your booking with us. According to our policy, we need to check if the booking
is alright. The booking that you want with us is that of twenty rooms, every week from Monday
to Friday, within the duration of five weeks, in the month of October and November. This equals
to four rooms per week that is one. The dates as per your booking are mentioned below
Monday, 2nd October to Friday, 6th October
Monday 9th October to Friday, 13th October
Monday, 16th October to Friday, 20th October
Monday, 23rd October to Friday, 27th October
Monday, 30th October to Friday, 3rd November
Please kindly check the dates and revert as soon as possible, because we need to in confirm the
booking to our superiors within the stipulated time.

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This mail is also to inform you about all the policies of our hotel regarding the check in and
checkout timings. Please note that your clients can check in to our hotel at any time within 2pm
during the day time and within 9pm at night. If in case you are going to be late and will arrive
after 9pm, then please do inform us before hand so that we can arrange accordingly. Lastly, I
would also like to add that we need to check the general information about all the clients that will
be arriving here, like their nationality and their passport details. These are just a formality that
we need to do in order to maintain our records. So, please make sure that they are carrying all the
necessary documents with them at the time of their check in.
Yours’ sincerely,
Patrick Bateman,
Customer Service team Supervisor,
Customer Services,
Glenmore Hotels.
Task2
An explanation of each stage in the procedure for writing an assignment.”
There are various steps that one needs to follow while writing an essay.
The first step is to get the task properly clarified. In other words the writer must first get
to know each and every detail about the task. The task has to be analyzed properly and then the
writers must properly decide the approach that they will take while proceeding with the work.
The next stage is that of collecting and recording the information (Cottrell 2013). In other words,

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the writer has to make a proper collection of all the class notes, or the internet sources or any
other books and magazines from which the writer can take help while working on the project.
The next part is to properly organize and plan and the work to avoid develop the approach or the
thinking on the task and also to avoid several mistakes like that of repetition, grammar or any
kind of error mistakes. The next is to do a self reflection and evaluation about the task. In other
words, the writer must be able to recognize what inferences he draws from the work or has the
viewpoint has changed over time The writer must be clearly able to know the motif behind
undertaking and doing the task. After doing this, the writer must make a first draft or a rough
draft before writing and submitting the assignment finally.
Task 3
1. The CEM framework provides the B-B markets get an insight into the customer’s world
by the process of funneling (Schmitt and Zarantonello 2013).
2. One of the new engines for the economic growth is customer experience that can turn
customers into advocates (Ren et al 2016).
Task4
1. Infectious communication
Infectious communication is the result of creating or developing some kind of content that
the customers themselves quite enthusiastically become the advocates of the customers. it is a
very effective method as it gets easily transmitted to the targeted customers through the
willing and the unpaid intermediaries (Smith and Milligan 2015). The term infectious is used

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because it spreads like an infection among all the customers. In other words, the
advertisements of such products get viral. The best means of doing it is with the help of
social media like face book, twitter and many others (Smith and Milligan 2015).
2. Benefit of customer experience to an organization
In the present day scenario, giving the customers a pleasing and colorful experience is
very much helpful. In order to do this, the company must make sure that they are always
successful in standing out in the market among rest of their customers. In other words
they must make their brand stand out in such a way that the customers at once get to
know the usefulness of the brand of products of the company. The companies while
selling their products must also make sure that they are being able to develop some
emotional experience as well. The companies can also make use of tools like magic
moments in order to show the customers their entire journey with the specific brands of
the company and how it helped the customers throughout their lives.
3. Methods of improving Customer experience by Glenmore Hotel
Glenmore Hotels can develop some emotional connection with the customers. This will
be very much beneficial for increasing the customer experience (Wilburn 2007). This can
be done by making a survey in order to know the present needs and demands of the
targeted customers
They can develop more interpersonal relationship with their customers by making use o
the different modern social media platforms. They can establish their own webpage or
their customer forums where the customers can post all their questions regarding the
hotel and they can also leave their comments regarding t heir experiences during their

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stay in the hotel. They can also give some of their suggestions for improvement to the
hotel as well.
In order to engage customers and give them a pleasing experience, the hotel has to install
a tech save experience. In other words, they must make use of advanced technological
methods in the guest hotel inter actions like reservations check in, room services
(Wilburn 2007).
Apart from this, there must always be a very hospitable, kind and polite behavior and
body language available from all the Hotel staffs towards their guests.

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References
Cottrell, S., 2013. The study skills handbook. Palgrave Macmillan.
Ren, L., Qiu, H., Wang, P. and Lin, P.M., 2016. Exploring customer experience with budget
hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52,
pp.13-23.
Schmitt, B. and Zarantonello, L., 2013. Consumer experience and experiential marketing: A
critical review. In Review of marketing Research (pp. 25-61). Emerald Group Publishing
Limited.
Smith, S. and Milligan, A., 2015. On Purpose: Delivering a Branded Customer Experience
People Love. Kogan Page Publishers.
Wilburn, M., 2007. Managing the customer experience: A measurement-based approach. ASQ
Quality Press.

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