Assessing the

Organization itself: The

Internal Audit
 Developing the Service Strategy
 Effective managers help employees understand the
importance of the customer experience. And a customer
service strategy can help create a service culture.
 Developing a customer strategy involves selecting a target
market, creating products and services that match your target
customers, and delivering an exceptional customer experience
 7 steps to Developing a Customer Service
Strategy:
1. Create a Customer Service Vision
- Employees need to understand what the vision and organizational goals
are for customer service and understand their responsibility to help achieve
that vision.
2. Assess Customer Needs
- The trick is to find out the customers needs and want and put together plans to
meet those needs.
3. Hire the right employees
- Hiring with the customer in mind is another step in an overall strategy for strong
customer service.
4. Set goals for Customer Service
- Employees need to understand what the target is so they can help the
organization reach their corporate objectives.
5. Train on service skills
- The training should explain how the organization would like the employee to
behave in every situation and should help employees understand how to
respond to their customers. Employees need to know what you want them to
do.
6. Hold people accountable
- Employees should have a good understanding of how their service to the
customer affects the organization’s overall performance and need to be held
accountable for achieving customer satisfaction goals.
7. Reward and recognize Good Service
- As a manager, you need to give employees a reward or acknowledge them
for good customer service.
 GOAL ACTION PLAN
1. To provide a good quality product and - To ensure upon planning resources were
services enough to supply the needs of the customers
as to give them satisfaction of what they
need to.

2. To create connection between the employees
and the guests
3. Increasing brand engangement
4. Attributing marketing activities to revenue
generation
5. Generating a high volume of qualified
leaders/employees
6. To improve employee skills
- By providing necessity of the guests, but more
than what they need, employees must learn
how to think beyond a situation, don’t just
give them their obvious needs, think of the
best.
- A free supply for employees that will let them
enjoy the product and service they will be
offering.
- Promo or limited offers that will expose our firm
to the market with a purpose of rising our
revenue.
- hiring a high quality employees that has the
ability to think beyond our goals and vision
- A special committee will be informed to select
and hire a professional trainer to conduct the
training.
 The Uncertain Future
- The simplest way to plan for an uncertain future is by using SWOT Analysis.

Strengths Weaknesses
 Built a great reputation  Limited seating
 Quick service  Parking situation
 Number of repeat customers  Limited crew/employees
 Perfect location

Opportunities Threats
 Ability to attract customers  Too many similar restaurants
 Ability to expand your branches  Poor work ethic
 New menu  Economic slowdown could
reduce demand
 Involving employees in Planning
- Involving employees in decision making can be beneficial for your
business.
3 ways to let your employees help you make decisions:
1. Suggestion box
- Gathering good ideas is the first step to make good decisions.
2. Employee surveys
- Regularly survey employees to get their feedback. You might use paper or
electronic survey.
3. Leadership teams
- You might set up leadership teams or committees at your business.