Customer Experience Strategies and Business Standards Report

This report provides an analysis of customer service strategies within the hospitality sector, specifically focusing on Hawksmoor, a British steak house and bar restaurant. The report begins with an introduction highlighting the importance of strategies in achieving business goals and then presents an audit form assessing Hawksmoor's customer service practices, including pricing, product range, staffing, and payment methods. It then explores the implementation of customer service strategies, such as improving call center KPIs and using the right tools, to enhance customer experience. The discussion further elaborates on how these strategies contribute to developing customer experience in a way that meets customer needs and business standards. The report emphasizes the significance of skilled employees and effective HR practices in successfully implementing these strategies, and concludes that managing customer experience is essential for achieving business objectives. The report references academic sources to support its analysis.

Managing the
Customer Experience

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 4 ................................................................................................................................................3
P6 Analyse customer service strategies in service industry ...........................................................3
P7 Discuss how customer service strategies create & develop customer experience in a way that
fulfil needs of customers and business standards ...........................................................................6
CONCLUSION....................................................................................................................................7
REFERENCES.....................................................................................................................................8
Books & Journal:.............................................................................................................................8

INTRODUCTION
In hospitality sector, strategies and tactics are crucial to formed so that goals are
accomplished (Boateng, 2019). To implement strategies, proper business scanning is needed to be
done by organisation. Hawksmoor, a British steak house and bar restaurant, located in London,
United Kingdom. It is located at many locations in London and provide fine quality of foods and
dishes. This report comprises of customer service strategies and customer service strategies &
customer experience.
TASK 4
P6 Analyse customer service strategies in service industry .
Audit Form
Hawksmoor board
The chosen restaurant convey customers about their product through online websites and
other sites like Trioadvisor.com that provides all the menu and ratings of a particular restaurant,
Moreover, they also have large menu portfolio in which customers can select the dishes & foods
and drinks (Pourkhani, 2019).

Menu of Hawksmoor
Prices
What is your reaction to the prices, way price information is shared.
After visiting to restaurant my reaction towards price of Hawksmoor was good because they
have affordable price and provides all the flavoured dishes to customers. Also, prices of some
drinks are higher because of rarely available (Tefera, 2016).
Range of Products
The products offered by Hawksmoor are within range which makes it easy for me to select
my choice of foods & drinks. Also, I didn't find anything missing from menu as everything was on
the list.
Staffing issues – comments and reviews
The waiters of restaurant were friendly and happy when I interact with them n also they
were in formal uniform. When ordered a steak and burger I interacted with waiters and they
all were happy towards customers. Yes, there was a manager who manages for all junior
people.
Time
When I ordered a food, it took about 5-10 minutes to get served. Also, I asked quires to
waiters about cleanliness during COVID 19 and what measures have been taken by them.

Supplementary Items
Yes, I easily find all the supplementary items on my table which was a good point.
Payment
I made payment through debit card and also there were having contactless payment system.
Customer service strategies
It is essential for organisation to implement strategies so that goals are accomplished in easy
way. There are various types of strategies that can be used & are mentioned as follows-
 Improve call centre KPIS- It is an important which is to be known as because it assist in
measuring of customer service efforts. It is essential to focus on KPIS so that better
solutions are being provided to customers.
 Using of right tools- It is another important one which is to be known as because it is
crucial for entity to be well aware of appropriate tools that is beneficial for accessing to
better way of work completion (Wan, 2017).
P7 Discuss how customer service strategies create & develop customer experience in a way that
fulfil needs of customers and business standards
Customer service strategies are important because without using it is not possible for
Hawksmoor to develop customer experience in well organised way. It is also essential to focus on
fulfilling needs of customers & business standards so that better work opportunities are being
achieve.
 Using of right tools- Through using of customer service strategy in effective manner leads
to development of customer experience for example- In relation of chosen entity, they need
to use right tools for example they can prefer collaboration CRM system on basis of which it
leads to better decision making.
 Personalize the experience- It is another important strategy which is to be used to improve
experience. In context of selected restaurant, they can enlarge their menu and increase the
add ons options which leads to fulfilling of needs of customers and which also improve
experience level.

CONCLUSION
After a brief analysis of above report, it has been concluded that it is necessary to manage
the customer experience so that business objectives are achieved. So, discussions have been made
about audit form, customer service strategies and improvement in experience. Thus, it is important
for service sector to hire skilled employees and HR so that strategies are implemented efficiently.

REFERENCES
Books & Journal:
Boateng, 2019. Online relationship marketing and customer loyalty: a signaling theory perspective.
International Journal of Bank Marketing.
Pourkhani, 2019. The impact of social media in business growth and performance: A scientometrics
analysis.International Journal of Data and Network Science, 3(3), pp.223-244.
Tefera, 2016. From SERVQUAL to HOTSPERF: Towards the development and validation of an
alternate hotel service quality measurement instrument. African Journal of Hospitality,
Tourism and Leisure, 5(4), pp.22-25.
Wan, 2017. Leveraging online reviews in the hotel industry. In Analytics in smart tourism design