HNC/HND Hospitality - Managing the Customer Experience Report
VerifiedAdded on 2023/01/18
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Report
AI Summary
This report focuses on managing customer experience within the hospitality sector, with a specific case study of JRC Global Buffet. The report begins with an introduction to customer experience management, emphasizing the importance of strategies in the hospitality industry to enhance customer satisfaction and build long-term relationships. It then details customer service strategies, including facilitating services, resolving customer issues, and employee training. The core of the report involves a customer audit trail and critical observations of JRC Global Buffet, analyzing the ambiance, signage, and pricing. The analysis highlights positive and negative aspects, suggesting potential improvements. The conclusion underscores the value of customer experience for hospitality businesses and the need to provide quality services to meet customer preferences. The report references key academic sources on customer experience and self-service systems.
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