Hospitality Management – Service Industry – Management Assignment Help

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Scenario:

You have recently been appointed as a Customer Service Manager in a multi-national company. As part of your role, you have to conduct an induction to the newly recruited staff members.

Task: 

Explain the needs and expectations of market segments for the service industry

Prepare an induction handout that should include the following: (Indicative Word count -500)

? Main target customers of the organisation’ their needs, wants and preferences.

? Reasons why it is important to understand the needs, wants and preference of the target group.

? What is customer engagement?

? What factors drive and influence customer engagement. What attracts customer to be engaged with the product or the service?

? A review of the customer on-boarding strategies that the organization uses and how these strategies are influenced by the customer engagement factors.

? Explain how different types of customer groups’ needs and expectations can be identified based on how customer interact and engage with the organization. Make your own judgement as to why customer interaction with the organization is crucial.

Task 2:

Further as part of the induction, create a detailed customer experience map using infographic or chart showing the following: (Indicative Word count 400)

? Various touch-points throughout the customer experience. Identify few of these touch-points and discuss how these help create business opportunities for the chosen organization.

? Various customer journey models and examine the activities and actions taken at each touch-points that help create business opportunities.

? Explanation of how a selected service sector organization can optimize each of the customer touch-points to influence the behavior, responses and actions of its customers to enhance the customer experience

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