Manage the customer experience

Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.

manage customers’ experience
manage customer experience
customer experience management
contribute to a customer experience

skill/competence

cross-sector

Manage the customer experience is an essential skill of the following occupations:

Bed and breakfast operator: Bed and breakfast operators manage the daily operations of a bed and breakfast establishment. They ensure the guests’ needs are met.
Road operations manager: Road operations managers oversee day-to-day road transportation processes, managing processes, and striving to meet customer expectations.
Ship steward/ship stewardess: Ship stewards and ship stewardesses work on board the vessel to provide services to passengers such as serving meals, housekeeping, welcoming passengers and explaining safety procedures.
Ground steward/ground stewardess: Ground stewards and ground stewardesses assist rail passengers before they board. They check in passengers and also perform customer service duties such as booking train tickets and helping passengers to apply for refunds after a delay or cancellation.
Cabin crew manager: Cabin crew managers are responsible for motivating the cabin crew team to surpass passengers’ expectations and for the application of safety regulations on board the plane.
Railway passenger service agent: Railway passenger service agents spend time with railway station customers, answer their questions and react quickly and safely to unexpected situations. They provide information, mobility assistance, and security in railway stations. They provide accurate and up to date information on train arrival and departure times, train connections, and help customers plan their travels.
Customer experience manager: Customer experience managers monitor customer experiences by creating, evaluating and improving the customer’s interaction organisations in the hospitality, recreation or entertainment industry. They develop plans of action to optimise all aspects of the customer’s experience. Customer experience managers strive to ensure customer satisfaction and boost company profits.
Product manager: Product development managers are responsible for managing the lifecycle of a product. They research and develop new products in addition to managing existing ones through market research and strategic planning. Product managers perform marketing and planning activities to increase profits.
Restaurant manager: Restaurant managers are in charge of managing food and beverage operations in the kitchen and other food and beverage outlets or units in a hospitality establishment.
Train conductor: Train conductors assist passengers in the boarding and leaving of the train. They answer questions from passengers concerning train rules, stations, and provide timetable information. They collect tickets, fares, and passes from passengers and support the chief conductor in performing his operational tasks e.g in regard to door closing or certain operational communication. They ensure the safety of passengers respond to technical incidents and emergency situations.
Flight attendant: Flight attendants perform a variety of personal services conducive to the safety and comfort of airline passengers during flight. They greet passengers, verify tickets, and directs passengers to assigned seats. They prepare reports after landing describing how the flight went in terms of operations, procedures, and anomalities.

Manage the customer experience is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.

Product development manager: Product development managers coordinate the development of new products from beginning to end. They receive briefings and start envisioning the new product considering design, technical and cost criteria. They conduct research on market needs and create prototypes of new products for untapped market opportunities. Product development managers also improve and boost technological quality.
Steward/stewardess: Stewards/stewardesses perform food and beverage service activities on all land, sea and air travel services.
Tour operator representative: Tour operator representatives act on behalf of the tour operator to give practical information, provide assistance, handle services and sell excursions to tourists while at their destinations.
Train attendant: Train attendants work on trains to provide services to passengers such as welcoming passengers, answering their questions and serving meals.
Port coordinator: Port coordinators manage operations of traffic division for port authorities. They enforce rules and regulations, such as the berthing of ships, handling and storing of cargo, and the use of port facilities. They direct policing and cleaning activities of harbour department land, streets, buildings, and water areas. Port coordinators also ensure that activities concerning revenue are documented and submitted to accounting division. They advise port authorities on rates and revisions of port tariff, and solicit steamship companies to use port facilities. They direct activities concerned with compiling daily and annual ship and cargo statistics.

References

1. Manage the customer experience – ESCO