MOD007966 Customer Service Management

You have been hired as a Hospitality Consultant to assist this restaurant to review their customer service operational procedures based on the above customer service journey scenario. You are to use the service blueprint tool using the given template to highlight the weak areas from this experience and to give clear recommendations on how to ensure the restaurant can exceed their customer expectations. overview of case study organisation, demographic profile, consumer trends and customer expectations.

• Customer Journey mapping and the Service Blueprint – please use appropriate headings throughout this section. Look at the theory and application of customer journey mapping and the service blueprint, applied to the scenario given. The primary components of the service blueprint should be looked at in detail

Knowledge and Understanding Establish and evaluate the factors that limit customer service within the hospitality and tourism industry Knowledge and Understanding Explore different customer behaviours and how to match the service delivery to those expectations. 

Intellectual, practical, affective and transferrable skills Evaluate the benefits and opportunities derived from exceeding customer expectations to an organisation’s success. Knowledge and Understanding Ability to demonstrate Harvard referencing, a bibliography and effective communication.