Customer Service Blueprint

Please help me to edit my blueprint chart and complete the part 2 assignment. I will provide all the documents needed. And I want a high mark, a full mark will be the best. Feel free to contact me through the message or email if you have any questions. Here is the link: https://www(dot)viator(dot)com/en-CA/tours/Toronto/St-Lawrence-Market-and-Old-Toronto-Food-Tour/d623-37232P9, the blueprint was designed based on that. I did a bad work on that, so I provided the comment of my professor. Thank you.

Customer Service Blueprint Assignment

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

Hospitality, Tourism and Flights Program

Marks 5% of final grade                                                                            Due Date: week 9

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, complete the discussion Board question 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 for week 9, 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

Customer Service Blueprint Assignment

PART 1 Designing the customer service blueprint

Hospitality, Tourism and Flights Progra

Marks: Part 1: 10% of final grade                    Due Date: Week 6 (refer to weekly topic outline)

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

A customer service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.

Purpose of the assignment: The purpose is to bring together your understanding, application and demonstration of a customer service blueprint.  You are to demonstrate that you know about customer service blueprinting by providing and completing part 1 of the assignment below. 

Your research and content of what your customer experience and service system will come from the weblink attached below as well as the resources provided to you in the lesson folder for customer service blueprint.

Your customer service blueprint will portray what the customer experience and service system is so that different people involved in providing the service can understand it objectively, regardless of their role or individual point of view.  

Assignment requirements (what you are required to do)

In your teams you are to design a customer service blueprint for this tour/service offering https://www.viator.com/en-CA/tours/Toronto/St-Lawrence-Market-and-Old-Toronto-Food-Tour/d623-37232P9 . Use the design characteristics we discussed in class (the excel template that is provided) to develop your customer service blueprint.   

Structure of the customer service blueprint: You are to use the excel blueprint template in the weekly lesson folder.  You must add arrows, text and colors.  

Format your customer service blueprint using the following four steps on the excel template provided:

Step 1 – Identify the service process to be blueprinted, (for example: reservations, check in, room service, concierge). (Write this part directly on the excel template)

Step 2 – Identify the target customer of the service (what is the age/gender/occupation of the customer, for example: GENDER: Male/Female, AGE: 18-25, OCCUPATION:  full time Seneca student in the Hospitality and Tourism Program) details are provided in the Target Customer Profile example below, please identify/include the target customer directly on the excel template.

Step 3 – Create the customer service blueprint process from the customer’s point of view (using the excel template provided)

Step 4 – Blueprint ONE fail (F) and multiple wait (W) points in the customer service process with an F or a W.

Target customer profile Example:

• Gender: male/female


• Age: 18 – 25


• Ethnicity: Asian


• Income: $0 - $15,000/year


• Education: full time college student

SUBMIT THE CUSTOMER SERVICE BLUEPRINT EXCEL TEMPLATE IN THE DROPBOX BY THE DUE DATE: Week 6