Customer Service Strategies to Develop Customer Experience Report

This report focuses on customer service strategies within the service sector, using Kiln restaurant as a case study. It explores how businesses can enhance customer experience and meet business standards. The report covers crucial strategies, including team development and communication, infrastructure development, feedback forms, and employee training. It emphasizes the importance of these strategies in retaining customers, fostering innovation, and building trust. The report concludes that implementing effective customer service strategies is vital for providing quality services and improving customer satisfaction. These strategies help businesses meet customer expectations, and they contribute to a positive customer experience.

Managing Customer
Experience

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 a way that meets the needs of the customer and required business standards........................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
The hardest thing to copy in this world is to copy the original service. A lot of small
restaurant tries to copy the service and management of the big restaurant but they all failed. Big
restaurants uses customer service strategies to serve their customer in a better and innovative
way. Through customer experience management small restaurants can also develop their
customer services and they can also develop their staff and pave way for new innovations.
Customer service strategies is a part of customer experience management, which deals with the
question of what strategies to use while serving the customer. Kiln also uses these strategies for
their working so that they can improve the experience of their customers.
This report includes some customer service strategies and they will improve the customer
experience.
TASK 4
P6 Illustrate customer service strategies in a specific service sector context
As customer is the king of the market it is very essential for so the main purpose of the
service sector industry should be to serve their customer with quality. As customer plays vital
role in the market so its important to for him to be happy (Su, 2011). Kiln also serve their
customers happily and to improve more they should use customer service strategies. Kiln is also
adopting service sector strategies so that the can improve the quality of their services and they
can serve their customers in a better manner. These strategies, other than improving the quality
of the service, will also help in retaining their customers helps. These strategies will pave way
for various innovation and creativity in Kiln. Some of these strategies are : Team development and communication – By just explaining to the staff the objective of
the organisation, is not enough, they won't be able to do it. The restaurant should also
provide training and development to the staff working their. Through proper training and
development an individual will develop and this will help in development of a team. For
development of team, Kiln is doing various activities like grouping task and and giving
them various activities so that they can develop their morale and increase their team spirit
(Åstrøm, 2017). Kiln is also providing their staff with the required knowledge about their
food and service so that they can explain the dish to customers with confidence. This will
help them in building their trust with the customers and communicate the service to them

in a better manner. Through the development of the team, the communication barrier
between the employees and the management can be removed (Naseem, Sheikh and
Malik, 2011). This will help them in giving there service with full potential. This is the
reason why Kiln is one of the top restaurant in London.
 Development of infrastructure – Another customer service strategy is to develop
infrastructure of the restaurant. A lot of times customers feels bore after seeing the same
design and same pattern for a long time and they switch restaurant so that they can see
and feel some new vibes, through this the restaurant looses a lot of customers . So Kiln
have to develop their infrastructure so that they can retain their customers and provide
them with innovative and new services (Sharma and Chaubey, 2014) In this there will
also be addition of new technologies and there will be more and more creativity
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
There are numerous number of customer service strategies to develop the customer
experience in the way the customer expected and which is required by the business standards
Kiln also uses these strategies so as to live up to the expectation of the customers. Some of the
strategies which Kiln use are: Feedback form – Kiln uses feedback form to know the experience of their customers.
Feedback form are the best ways to know the experience of the customer and whether
they liked the restaurant or not. Through feedback form the restaurant can know about
their services and if the customer want any change in them. Feedback forms are the best
way to know that will the customer come again or if he is not willing to come on this
place. Through this feedback form customers tells their experience about the restaurant
and they can write about the changes that they want in he service provided by the
restaurant.
 Developing individual – Kiln provide training to their Staff on regular bases so that they
can adapt to he changing trend and they can adopt to the increase in the customer choices
and preferences. Developing individual is the best way to increase the motivation of the
employees so that they can work more effectively and efficiently. Through developing
the employees the restaurant in developing the customer service as the employees will
interact with customers more and more and they can help the organisation in retaining

these customers (Joshi, 2014). When the employees interact with customers they can
make the customer feel a sense of belongingness and also the employees can explain the
dish to the customer in a better way and they can also increase the customer experience.
CONCLUSION
From the above report it is concluded that Kiln uses customer service strategies for their
functioning as this helps them in providing their customer more quality services and they can
increase the experience of their customers. Kiln provide training and development to their staff
and their teams so that the can increase their skill set and give customer the service in a better
manner. It is also conclude that through the use of customer service strategy Kiln also develop
the customer service in the way they expected and in away that is required by business standards.

REFERENCES
Books and Journals
Åstrøm, J. K., 2017. Theme factors that drive the tourist customer experience. International
Journal of Culture, Tourism and Hospitality Research.
Joshi, S., 2014. Customer experience management: An exploratory study on the parameters
affecting customer experience for cellular mobile services of a telecom company.
Procedia-Social and Behavioral Sciences.133. pp.392-399.
Naseem, A., Sheikh, S. E. and Malik, K. P., 2011. Impact of employee satisfaction on success of
organization: Relation between customer experience and employee
satisfaction.International journal of multidisciplinary sciences and engineering.2(5).
pp.41-46.
Sharma, M. and Chaubey, D. S., 2014. An Empirical Study of Customer Experience and its
Relationship with Customer Satisfaction towards the Services of Banking Sector. Journal
of Marketing & Communication.9(3).
Su, C. S., 2011. The role of service innovation and customer experience in ethnic restaurants.
The Service industries journal.31(3). pp.425-440.