Customer Service Strategies and Customer Needs at Holborn Dining Room

This report examines customer experience management and its application to Holborn Dining Room, a London restaurant. It details various customer service strategies, including prompt service, reducing waiting times, and continuous improvement. The report highlights how these strategies can effectively meet customer needs and business standards, such as providing proper attention, fast service, and efficient grievance handling. The analysis references academic sources to support the importance of customer service in enhancing brand image, ensuring customer satisfaction, and maintaining a positive reputation. The conclusion emphasizes the significance of customer experience management in achieving organizational goals and meeting customer expectations.

Managing Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 4............................................................................................................................................1
P6: Customer service strategies...................................................................................................1
P7: Meeting of needs of the customers by using the customer service strategies.......................2
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Customer Experience Management refers to making the use of specific approaches and
techniques through which the customers are able to have a good experience (Ali, Amin and Ryu,
2016). For this report, Holborn Dining Room has been selected. It is a restaurant in London
which provides British Cuisine to its various customers. In this report, detailed focus will be
made on illustration of customer service strategies. Additionally, demonstration of customer
service strategies for meeting the needs of the customers will also be covered as a part of this
project.
TASK 4
P6: Customer service strategies
In the restaurants there is an importance of putting focus on the customer service
strategies (Heikkinen, 2016). This ensures that they are able to achieve their different types of
goals and objectives highly effectively and efficiently. Good customer service leads to
development of Brand Image of the customers in the market. When they are used the companies
are able to handle their customers in the right way. The customer service strategies which can be
used by Holborn Dining Room are as follows-
 Prompt service- In the restaurants the customers expect that they should be provided
prompt service. Thus the restaurant staff is required to ensure that they are able to
promptly attend the different customers when they enter into the restaurant. Thus In this
way Holborn Dining Room's staff members are required to provide prompt service to the
customers which will thus be quite helpful in meeting their various types of needs and
requirements.
 Reducing waiting time- In restaurants customers want fast delivery of the order given by
them. Therefore the restaurant staff has to reduce the waiting time for ensuring that the
orders are provided to the customers as quickly as possible. This not only helps in
enhancing the overall satisfaction level of the customers but also makes sure that they
provide positive reviews and feedbacks which will help in ensuring the enhancement of
the overall reputation of the restaurant. Holborn Dining Room's staff members have to
focus on ensuring that the waiting time can be reduced so that the restaurant is able to
ensure that orders of the customers are handled promptly.
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 Bringing constant improvements- The restaurants have to aim to bring constant
improvements due to which they are able to bring more efficiency and effectiveness in
their services. In Holborn Dining Room, the improvements can be brought constantly
which ensures that the customers are handled in the right manner and are satisfied with
the services which are provided by the restaurant.
 Properly listening to the customers- The customers who are visiting a restaurant prefer
that the proper attention can be given to them by the staff members. Therefore Holborn
Dining Room has to make sure that the various types of complaints of the customers are
handled in a proper manner by the staff members of the restaurant in an effective manner.
This can be done by properly listening to the customers and thereby allowing them to tell
their problems and grievances which they are facing with the services which are being
provided by the restaurant to them. This will help a lot in solving them quickly.
P7: Meeting of needs of the customers by using the customer service strategies
The above-mentioned customer service strategies can be used by the organization for
ensuring that the needs of the customers and the business standards are met. This can be done in
the following manner-
Proper attention- The customers desire that they must be provided with proper attention.
When they are provided proper attention they are highly satisfied with the services which are
provided to them by the hospitality organizations (Ruokolainen and Aarikka-Stenroos, 2016).
Thus the use of Prompt Service Strategy by Holborn Dining Room can ensure that the needs of
customers regarding proper attention are met effectively. This will help in receiving positive
reviews and ratings from them.
Fast service expectations- When the customers visit the restaurants they desire to have
fast service of the various services (Šerić, Gil-Saura and Mikulić, 2017). Therefore in this
manner the use of Reducing Waiting Time Strategy can be used by Holborn Dining Room so that
it is able to meet the need of Fast service expectations of the customers quickly. Thus in this way
the customers will provide positive feedback about the restaurant to other people which will help
in enhancing the level of business.
Meeting of standards- The restaurants are required to ensure that they meet the different
types of standards which have been set. By following them they are able to fulfil the needs and
expectations which the customers have with them. The use of Bringing Constant Improvements
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strategy ensures that the various standards which have been set are met effectively. This is
helpful for Holborn Dining Room in meeting the business standards which have been set.
Grievance-handling standards- In restaurants the grievances of the customers is given
top priority. Thus the restaurants are required to ensure that grievances of the different customers
are handled properly by making the use of Properly listening to customers strategy. In this way
Holborn Dining Room will be able to ensure that it can meet the bushiness standards of
Grievance-handling in the right manner and thus is able to provide better satisfaction to the
various types of customers.
Thus the above-mentioned customer service strategies can be used effectively by the
various restaurants which will be quite helpful for them in serving the customers in a better
manner. In this way the needs of the customers and the business standards which have been set
can be met effectively and efficiently.
CONCLUSION
From the above report, it can be concluded that customer experience management is a
process through which the experience of the customers is managed in the right manner in the
organizations through the use of different types of strategies and techniques. Different types of
customer service strategies can be used by the organizations to satisfy the customers. Through
them the needs of the customers and the business standards which have been set can be met
effectively and efficiently.
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REFERENCES
Books and Journals:
Ali, F., Amin, M. and Ryu, K., 2016. The role of physical environment, price perceptions, and
consumption emotions in developing customer satisfaction in Chinese resort hotels.
Journal of Quality Assurance in Hospitality & Tourism. 17(1). pp.45-70.
Heikkinen, L., 2016. Managing consumer engagement in online brand communities.
Ruokolainen, J. and Aarikka-Stenroos, L., 2016. Rhetoric in customer referencing: Fortifying
sales arguments in two start-up companies. Industrial Marketing Management. 54.
pp.188-202.
Šerić, M., Gil-Saura, I. and Mikulić, J., 2017. Customer-based brand equity building: Empirical
evidence from Croatian upscale hotels. Journal of Vacation Marketing. 23(2). pp.133-
144.
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