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Running Head: CUSTOMER EXPERIENCE MANAGEMENT (CEM)    1
CUSTOMER EXPERIENCE MANAGEMENT (CEM)    2
BIZ104 CUSTOMER EXPERIENCE MANAGEMENT
CUSTOMER EXPERIENCE REFLECTION
Table of Contents
Introduction    3
Scenario 1    3
Scenario 2    4
Comparing and Contrasting the Two Experiences    4
Conclusion    5
References    6
Appendix    7
a. Proto-Persona Diagram (Poor Experience Component):    7
b. Proto-Persona Diagram (Positive Experience Organisation):    7
Introduction
Being a customer service executive is not an easy task while working for any company or organisation since, all of the company’s services and status is reflected from our response towards customer’s issue. Since customer service is a teamwork of all the members of the organisation and all the members with whom customer has dealt with.
Scenario 1
I still remember when I was working with McDonald's Australia, Sydney, in 2015, as a customer interaction manager, I had to encounter a rude customer. As mentioned by Homburg, Jozic and Kuehnl (2017), one major principle of hospitality industry is that one cannot get rude with the customer in any case, no matter what the customer may say or threaten to do. One Monday morning, I saw a customer, Mr. A yelling flawlessly on the person who was assigned to take his order, I could not ignore this issue when I realised that my employee is not able to handle this situation anymore. I jumped in and introduced myself as the manager, which calmed him a little because it is a thought process that a senior worker can help a customer better with their issue.
He explained the scenario to me and the cause of his yelling, which was due to some taste related issue with the food he had ordered. I felt sorry from our company towards the problem he had to face and assured Mr. A not to worry...