Customer Service Blueprint Assignment

Assignment part 2: Recovery and Recommendation for Failure in the Customer Service Blueprint

Hospitality, Tourism and Flights Program

Marks 15% of final grade Due Date: November 14th 2020

Assignment Criteria: Please read all of the following information before you begin the assignment.

You are required to read the chapter on Recover the Potentially Lost Customer, and do the self-assessment quiz.

Complete the following steps for Part 2: recovery and recommendation for the failure.

With the feedback received from your facilitator from Part 1 of the customer service blueprint, you are required to make any necessary adjustments from the feedback to the excel template blueprint.

Using the learnings from the chapter reading, what recommendation(s)/recovery will the team suggest to recover the customer from the failure that was identified in your customer service blueprint? why is the team making this recommendation(s)?

Write a one-page report no more than 500 words with your recommendation/recovery to remove the failure and recover the customer.

Submit in the drop box , the one page report for Part 2 and the updated excel customer service blueprint with any modifications made from the feedback in Part 1.

SUBMIT THE CUSTOMER SERVICE BLUEPRINT EXCEL TEMPLATE AND ONE PAGE REPORT IN THE DROPBOX BY THE DUE DATE: WEEK 9-November 14th 2020

feedback

a >> Date: Section: HSP 101 Comments/feedback Not identified Marks Received 1 3.5 15 No arrow interaction between support process and other phases 2.5 Criteria Possible marks Identified the process 5 Marks Identified the customer 5 Marks Create the customer 20 Marks service blueprint process from the customer's point of view (using the excel template provided) Blueprint the fall (F) 5 Marks and wait (W) points in the customer service process with an For a W. Visual of blueprint 10 Marks using graphics, images, text, color, shapes, arrows used Excel template Total 45 Marks Marks Fail not identified 8 30 /45 Marks a >> Date: Section: HSP 101 Comments/feedback Not identified Marks Received 1 3.5 15 No arrow interaction between support process and other phases 2.5 Criteria Possible marks Identified the process 5 Marks Identified the customer 5 Marks Create the customer 20 Marks service blueprint process from the customer's point of view (using the excel template provided) Blueprint the fall (F) 5 Marks and wait (W) points in the customer service process with an For a W. Visual of blueprint 10 Marks using graphics, images, text, color, shapes, arrows used Excel template Total 45 Marks Marks Fail not identified 8 30 /45 Marks