MOD007966 Customer Service Management: Consumer Journey Mapping Report

This report provides an analysis of customer service management, focusing on consumer journey mapping and service blueprints. It examines the physical evidence, customer journey stages (setting targets, developing buyer personas, determining motivations, mapping the buyer's journey, raising touchpoints, emphasizing moments of truth), onstage and backstage interactions within a fine dining restaurant context. The report highlights the importance of understanding and managing these elements to enhance customer satisfaction and achieve organizational goals. Recommendations are provided to exceed customer expectations and improve overall service quality. This document is available on Desklib, a platform offering study tools and resources for students.

CUSTOMER SERVICE
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................4
Executive summary....................................................................................................................4
Consumer journey mapping and their factors............................................................................4
Recommendation........................................................................................................................9
CONCLUSION.............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Fine dining restaurants are providing full service restaurants will specific about the
dedicated meals courses. This also decor about the such restaurants features higher within the
quality of materials and establishment having more high rules of dining through which visitor
can generally expected to follow. This also follow the traditionally featured table services by
servers and tables covered by the white cloths. As the tablecloths which symbolized about for
having the experience. The fine dining restaurants table cloths which include the less fashionable
and this could inn services and upscale remained. This could also make the health conscious for
their customer and also evolved some better foods and diets plan for their customer.
Demographic profile for the fine dining restaurants is being about the age18-40 years, with
having no specific income estimated, all types of gender and so on. This could make the
organization for working with some better and effective manner.
As the organization which have the huge working system and also make sure for having
their huge working system with some better outcomes. As the consumer trends and their
expectation which must be important for them. This might be also important for the fine dining
restaurants for working and bringing out their better consumer expectation through which this
could become easier for them in market position (Xiao and Kumar, 2021). While this have been
also seems that fine dining restaurants competition which implies about the customer have more
dining choices. As a result, customer trends and expectation of restaurants offering for ever-
increasing about they are being more demanding. This might be helpful for choosing their better
ideas and thoughts what they can get from their criteria. It is becoming about the knowledge,
used by the customer in the selection of restaurants is strategic in understanding food
consumption trends.
That could be particular about the top of consumer behaviour and present study about
those overcome challenges selection differ across eating out occasions. While this could led
them for working and make sure for having those effective manner and ensure about those goods
and services for their organization. This might be helpful for customer decision making process
begins a need to be fulfilled by consuming the products and services offered by restaurants. The
consumer trends and consumer expectation about those effective manner and make sure for
having their goals and objective. While having such things this might be helpful about their
competitive advantage and keeping them for working.

This will also helpful for the organization in knowing about how this could work and
manage them for working as consumer trends and consumer expectation. They make the costly
expenditures on marketing activities to attract more consumer by utilizing various marketing
activities and working them with long term (Orlowski, Bufquin and Nalley, 2021). This could
play the role and make sure for working with more effective manner. While this report will
explain about customer journey mapping and the services blueprint. Along with this blueprint
diagram for the given organization. Along with this recommendation look for the customer
expectation various ways to exceed.
MAIN BODY
Executive summary
In this report discussed consumer journey map and emphasizing various elements that
come under this. Through determining backstage and onstage interaction that takes place in this
that helps in deriving customer service management. By this achieves desired targets and goals
of organization respectively by consumer service management.
Consumer journey mapping and their factors
Physical evidence
In order to organization, the physical evidence is emphasized by appearance of restaurant
that conducts by looking to restaurant that their physical presence is facilitated by systematic
functions of management. It is signifies and helps restaurant through emphasizing various
components that are packaging, branding, appeals to consumers, maintenance of furniture is
helps in making sustainability growth of organization (Tainio and et.al, 2021). Through this
helps in deriving consumer satisfaction by providing better hospitality to consumer that helps in
conducting productive approach for business. This helps in emphasizing effective role by
operation and production of business through derives consumer service. It helps in maintaining
customer support and significance through working in systematic manner. By enhancing
branding of restaurant through promoting their services on different sites that facilitate
productive approach. Through making an effective presence and determines by customer that
helps in reaching to desires and sustainability of restaurant. As this helps in facilitating by
appealing to consumers by providing them better services through accommodating well-
furnished furniture, lightning and other key elements. Due to this conduct physical evidence by

emphasizing physical presence that helps in making sustainability growth of restaurant in
effective manner (Katewongsa and et.al, 2021). This helps in deriving appearance and presence
of restaurant through facilitating productive approach for restaurant. In order to this it plays key
role in functions of management by emphasizing physical presence of restaurant that helps in
making sustainability growth and improvise productive function. Through this helps in
providing customer satisfaction by facilitating productive approach of business through offering
consumer good presence of restaurant. As this helps in making growth and boost organization
performance by implication of physical evidence that helps in making presence of restaurant
through which attracts more and more customer towards their sector. By offering them better
hospitality that conducts productive approach by engaging more and more customers towards
business. Through this helps in achieving desired targets and goals of business by working
systematic functioning of business that helps in engaging customers by conducting productive
role of business (Lin and et.al, 2021). This emphasizes raising organization productivity by
facilitating physical evidence that determines presence of restaurant by working in systematic
manner of functions of management.
Customer journey- In responds to organization, through facilitating customer journey map that
helps in deriving customer satisfaction. Through following stages of it, in order to provide
customer better services and engage them towards business by working in systematic manner.
As this stages helps in facilitating various procedure that take place into consideration of
restaurant through achieving desired targets and goals effectively (Hamilton and et.al, 2021).
This is explained below;
Setting targets- The restaurant attracts customer and achieves their desired goals by setting it
early through this proper assessment takes place. As this helps in maintaining sustainability
growth and development of business by setting targets. Through this providing customer better
products and services that satisfied their needs. In accordance to this, restaurant achieves their
setting targets respectively by systematic functioning of business as this helps in achieving
desired targets and goals of organization. By this achieves desired targets and goals effectively
by smooth functioning of business and maintains consumer service management.
Develop buyer persona- In regard to restaurant, by creating buyer persona through this helps in
emphasizing consumer segment. This helps in making sustainability growth and development of
organization by facilitating personality, lifestyle and other key factors. As this helps in

expanding more data through working in systematic manner. By fulfilling needs and desires of
customer through deriving buyer personal (Bradley and et.al, 2021). It helps in enhancing
restaurant and by developing buyer persona that helps in making sustainability growth of
business. Through satisfying customers by enhancing brand value of business.
Determine motivations and pain elements- In responds to organization, through motivating and
emphasize pain points helps in deriving productive approach. Through facilitating productive
approach by motivating employees through this they work in systematic manner. Also, helps in
making sustainability growth through acquiring consumer satisfaction that helps in achieving
desired targets and goals of business. By determine motivations in order to build effective
relationship that helps in motivating employees and derives customer better quality of products
that helps in achieving desired goals of business.
Map out buyer's journey- In terms of organization, by deriving buyer's journey map that helps in
emphasizing awareness through overcoming issues and challenges. Through mapping out
buyer's journey that helps in attaining aims and objectives. By satisfying needs and desires of
customers. The business mapping out buyer's journey for reducing threat and work in effective
manner by deriving solutions in respective manner. As this helps in emphasizing consumer
service management by satisfying needs and desires of customer in effective manner. This helps
in achieving desired targets and goals of business effectively.
Raising touchpoints- In accordance to organization, by maximizing touchpoints helps in
enhancing brand of restaurant through acquiring buyer's journey. As this helps in deriving by
satisfying customer and maximize channels. Through this helps in achieving desired goals of
organization by maximizing touchpoint (Nichifor and et.al, 2021). This helps in engaging
customer satisfaction by attracting more and more consumer. By these helps in building contact
by deriving productive approach through emphasizing better impression on consumer. In order
to this, it helps in facilitating effective approach for business.
Emphasize moments of truth- In order to this, for deriving customer journey map helps in
deriving moments of truth through emphasizing consumer journey. As this helps in making
sustainability growth and deriving channel of experience through facilitating better interaction
that helps in satisfying consumer in respective manner. Through this achieves desired targets and
goals of business by working in systematic manner that helps in growing organization by
working according to line. This helps in emphasizing truth of moment that derives significance

role by working in systematic manner of functions of restaurant. By providing consumer better
services and facilitate productive approach through determine moment of truth. It helps
restaurant by conducting smooth functioning of business and achieves desired goals and targets
of business effectively.
Onstage interaction- In regard to restaurant, this helps in facilitating productive approach by
interacting with consumer through making eye contact with them. Also, by fully satisfying
customer helps in enhancing restaurant sustainability growth and development in respective
manner. By smooth functioning of business through providing consumer better facility and
satisfy their needs and desires in effective manner. The onstage interaction takes place among
consumer through this helps in achieving desired targets and goals of business in respective
manner. Through facilitating consumer experience that helps in making better approach by
working in effective manner (Abugeddida, Donnellan and Fallon, 2021). As this helps in making
sustainability growth of restaurant by onstage interaction of consumers. By this conducting line
of visibility as consumer are seeing to restaurant by emphasizing productive approach through
facilitating growth and development in effective manner. In order to this, by interacting with
customer and make better interaction helps in gathering better approach for restaurant through
satisfying needs and desires of customer. As key functions is to provide consumer better
facilities in hospitality sector by emphasizing fine dining restaurant that helps in interacting with
customer in respective manner. Through this by playing key role in front of consumer helps in
emphasizing productive approach through satisfying needs and desires of customer in effective
manner. In order to this, it takes place by as consumer are in front and observing each things. By
making better communication and build good relationship helps in leading business. Through
this attaining more customer by maintaining service management that helps in facilitating
productive role by attaining customer. The business emphasize onstage interaction that helps in
leading organization by facilitating customer service management. By attaining more customer
though determining a better understanding and communication that helps in emphasizing
productive role for achieving desired goals of business.
Backstage interaction- In accordance to business, it facilitates fine dining restaurant of frog
through maintaining management accountants by emphasizing productive approach. This helps
in deriving better performance through making better communication and understanding that
helps in enhancing customer appearance. It helps in enacting or negotiating with workers that

facilitates in productive manner of functions of management (Harper, Wilson and Choi, 2021).
Through these helps in performing effective role in functions of management by emphasizing
productive approach for business. It helps in maintaining functions of management through
backstage interaction that plays key role in functions of management. By providing better
approach through maintaining restaurant functions and emphasize better performance that helps
in enhancing customer. The restaurant function work in systematic manner by preparing
management functions through emphasizing performance on front stage. As this helps in
conducting productive approach through gathering customer experience and building better
relationship through emphasizing hospitality of organization. The backstage interaction takes
place to build effective relationship with consumers through achieving desired goals by attaining
more customer towards business. This helps in maintaining organization function and proper
structure of business through emphasizing customer services management by deriving better
understanding through taking communication effectively. It helps in maintaining business
function through emphasizing backstage interaction by interacting with customer and leads
towards achieving desired goals of business effectively.
Support procedure- In context to organization, the support procedure helps in maintaining
effective function by supporting organization function. To satisfy needs and desires of customer
by working functions of management. Through coordinating with consumer and employees that
helps in deriving productive role by functioning of business through performing procedure in
effective manner. As this determines about restaurant procedure through following functions of
management effectively (Tong, Lindeman and Regenbrecht, 2021). The restaurant emphasizes
line of interaction by working in systematic manner of functions of management through
facilitates support procedure. It helps in making record of information by controlling and
managing role of business in respective manner. By this support system helps in achieving
desired targets and objectives of business in efficiency form. Through working in systematic and
satisfied or build trust among consumers that helps in achieving targets and goals of organization
in respective manner. This helps in emphasizing productive role by supporting each other
member of restaurant and coordinate with them to derive better services by putting their efforts
that helps in attaining consumers by satisfying their needs and desires in respective manner. As
this helps in making sustainability growth and production of business by achieving aims and
objectives of business in desired manner. In order to this, it helps in deriving production,

operation and maintaining procedure of business in respective manner. Through performing
work and gains consumer satisfaction helps in attaining goals of business through working
functions of management of restaurant through providing consumer better services. It is a life
cycle of exercises that obtained of procedure that helps in maintaining function and emphasizes
support system in respective manner. In order to this, it helps in assessment of solving risks and
problems that helps in emphasizing effective role through removing problems and derives
solutions for achieving desired goals of business through maintaining consumer service
management. Through this support procedure takes place in effective manner by emphasizing
supporting ways through maintaining and facilitating effective role by working in respective
manner. This helps in managing consumer relationship by attaining customer and fulfils their
desires that helps in achieving desired goals of business (Hlebova and et.al, 2021). In this
derives various supports such as technical support, maintenance support, quality control and
other elements that considered in this that helps in maintaining and support procedure through
emphasizing effective role of business. By assuring consumers that they may effectively and
operating services in perspective manner that helps in deriving productive approach through
working in systematic manner. As main objective is to achieve desired goals and objectives by
proper functioning of business function by consumer service management. Their main motive is
to boost organization performance and derives consumer service management. Through
facilitating by supporting procedure that helps in deriving effective role by considering of
customer needs and preferences in effective manner. The restaurant work in smooth manner
though providing customer better quality of services and products. As this helps in achieving
aims and objectives of organization by acquiring more customer towards organization.

Physical evidence
Customer
Journey
Line of interaction
Onstage interaction
Line of visibility
Backstage interaction
Line of internal interaction
Support procedure
Recommendation
In accordance to meeting to consumer expectation, by deriving effective role through
delivering them better quality of products and services. This helps in emphasizing customer
expectation through working in systematic manner by achieving desired goals of business
respectively. By innovating services of restaurant that helps in maintaining services of
management. Though smooth functioning of business and removing competitors by providing
better quality of services. This helps in achieving desired goals and helps in emphasizing by
meeting customer requirement (Gignac and et.al, 2021). The restaurant emphasizes consumer
service management through providing offer to customer by which they attract towards business
and helps in facilitating growth of organization in respective manner. It helps in acquiring
consumer satisfaction through facilitating consumer needs and preferences in respective manner.
As this helps in emphasizing customer satisfaction by working in systematic manner through
Branding
It helps in
raising
efficiency.
It helps in raising efficiency.
Packaging
By proper
packaging of
products.
Designing
The design of
product in new form.
Infrastructure
The structure of
firm gains
productivity.
Setting targets
Satisfied needs and
desires of customer.
Develop buyer
persona
Searching products
to satisfy
customer.
Select best option
from different food
items.
When the whole
procedure done order
the food by consumer.
Support chart
Website
Order food by seeing
from website.
Checkout
page
Email with e-
ticket
forordering
food.
Respond to chart
question that derived
by customer
Online booking
of food via online
system.
Check the order
according to consumer
requirements.
Prepare information
related to website
design
Analyse logs visits Customer databases to
collect information
regarding viewpoint.

smooth functioning of business by engaging customer through offering them better quality of
services. This facilitates growth and expansion of business by meeting customer requirement
through delivering better quality of products. It helps in emphasizing productive role through
smooth functioning of business by satisfying needs and desires of customer. As main goals is to
satisfy needs and preferences of customer that helps in emphasizing customer requirement.
Through engaging customer by attracting customer by building communication and emphasize
better understanding that takes place to reach to desired goals of business. By attracting
customer through fulfilling their needs and desires in respective manner.
CONCLUSION
From the above report it had been concluded that, demographic profile, consumer trends
and consumer expectation in the organization. While this also examined about how usually this
could work and make sure for having their effective manner. Along with this demographic
profile for working within the organization for which this can become the important for the
organization and keeping them for long term. Customer journey mapping and the services
blueprint about this theory and application of customer journey for system and managing them
for working. As customer journey which help the organization for working and managing them
for including various effective manner and bringing out many primary components. As customer
mapping which help them for working and keeping them for managing within primary
components and taking some more influencer. Services blueprint which help the organization
for working and this could bring out the customer journey for having the focusing towards the
secondary elements. This might be more helpful and managing them for working and exceed the
customer expectation for which those goals and objective. Service mapping that could keep the
organization growth and development for which those effective manner and issues might be
creating some high goals and objective. The highlights about the customer journey by focusing
about the secondary elements and kept for long term. This might be also helpful and creating
some more estimated about the customer journey and services mapping this organization.

REFERENCES
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