CompanyQuestions- This assessment will cover the following questions:
- Hazev is a Turkish Restaurant which provides delicious food to natives. Explain the impact of digital technology in managing the customer experience and its role in customer relationship management.
INTRODUCTION
Dock Land Academy is the academy that wants to arrange the event for the students and customers. Academy has given the event to the restaurant Hazev and the employee of Hazev is to run in the planning and promotion of the event on a large scale. The report will include the digital technology used in customer relation management and the strategies used by the restaurant to fulfill the needs of customers. The customer service strategies and in what ways they will satisfy the needs of the customer are also discussed in the report. The report would provide knowledge to students regarding the digital technology used in restaurants to satisfy the needs of customers.
LO1
P1 Examine the use of Digital Technology in Managing the Customer Experience in the Restaurants and also include Customer Relationship Management Systems.
Digital technology is used by restaurants to manage the service and satisfy customers. Technology can improve the Customer experience while visiting the restaurant because they will be provided with innovative ideas that will attract customers. CRM systems are used by restaurants to improve customer relations.
Digital technology will help restaurants to keep customers up to date. These will provide awareness among the customers who are planning to visit the restaurant. Restaurants will use technology to provide details to customers regarding the offers and discounts that are given by restaurants. These would not need the major investment because this software is available easily and it would require only some employees to manage activity. Restaurants would use low-cost tools and focus on improving customer relations in restaurants (Goodman, J., 2019).
Customers will visit the restaurant for the event but customers would feel free to give feedback and reviews regarding the services. These will be made easy for customers by the way of digital technology. Customers would rate the application and also provide feedback and reviews regarding the services and food that was delivered to them. Customers would also give them specific comments for dishes that will be consumed by them. Communication is important, especially between customers and business. So restaurants must use electronic communication for sharing feedback and reviews (Tung Chen and Schuckert 2017).
Effective delivery of services and products which is delivered by restaurants. Nowadays restaurants are using digital technology in which customers will order the food from home, and they would be delivered with the products at home. These would help the restaurants to use the services and deliver the right products at the right time and also at the right place. Restaurants would be promoted and marketing of restaurants would be done by the way of digital technology.
The use of digital technology will reduce the cost of a restaurant's the staff and process of preparing the food. Employees work would be done by technology and only some employees would be recruited by a restaurant to handle the technology. These will improve customer relations because some employees would only concentrate on work and these would not increase the conflicts among the employees. Due to the use of technology customers would be provided with low-cost products and these will satisfy customers. Customer relationship systems will improve customer relations with the restaurant. Communication is a must for maintaining any type of relations and so digital technology has made communication effective.
M1 Evaluate the Digital Technologies used in Managing the Customer Experiences
Restaurants will use digital technology to improve the customers' experiences in restaurants. It will use customer relationship management systems which will provide online services to customers and make communication effective. So it will provide a low-cost CRM and it will make the cost low and it will have the image of a restaurant that will provide service at a low cost. These will have effect on the customers' experiences and these will lend up good impression of the restaurant in front of customers (Silver 2018).
D1 Critically Evaluate the Advantages and Disadvantages of CRM Systems Used in the Service Sector.
There are various advantages of customer relationship management systems because they will have an impact on the customer experience. CRM will provide better customer service and this will make customers satisfied. There are certain disadvantages of a system like the cost of CRM is quite high as compared to the other systems. Poor communication among employees will create misunderstanding among employees. There is a lack of leadership in the result if the CRM is active. This will result lack of leadership among the employees working in the restaurant.
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P2 Illustrate the Customer Service Strategies in the Service Sector
Customer service strategies will include the various strategies that are used by customers. Customers need to give feedback and reviews regarding the services that have been delivered to
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