MR and MRS JONES 1

 

Unit code: SITXCCS008 SITXCCS008 Unit name: develop and manage quality customer service

Assessment 2 Case Study

Mr. and Mrs Jones were looking forward to celebrang their 5th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished "Cape Lighthouse", a restaurant with views over the ocean. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservaon with a male sta member who appeared to be very professional. The booking was then conrmed by telephone with Alex, a waitress, 1 week prior to the booked date.

On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Sta were unable to locate any booking informaon. Mr Jones was asked whom he had spoken to, to make the reservaon and provided the details of sta; however this was somehow disregarded and they were asked to wait at the entry to "see whether a table could be arranged". As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they nally were led to a small table the back of the restaurant near the kitchen doors. Aer a further 15 minutes they were aended to by a drink waiter who took their order for an aperif. The Joneses placed their food and wine order and their entrees arrived aer 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact. The main course for Mr Jones arrived within 5 minutes aer the entrees had been cleared, however Mrs Jones' meal did not arrive for another 20 minutes. Mrs Jones was very upset with the service and was almost on the verge of leaving. When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecng an apology from the restaurant sta with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it. Mr and Mrs Jones decided that this was the last visit ever at this establishment. They denitely would tell their family and friends about their dining experience at "Cape Lighthouse".

Your task: Address each of the following quesons relang to the case study.

Dc 4483 Sanjaya boga

 

1.

Idenfy Idenfy Mr and Mrs Jones' Jones' custom customer er needs needs and expe expectao ctaons ns in this case case study study.. What would a customer expect not only on an important occasion like the menoned anniversary but on each occasion when vising an establishment?

Response . Jones arrived at the restaurant, there wasn't any detail o the Booking or them. However there was also the negligence rom Mr. Jo ake the occasion memorable. Also service has to be mely as per the image and name o the restaurant. Every customer is to be tre onvenience caused to the couple as a sign respect making the customer eel special and making it sure that this is one o the kind o

2.

What could could be the likely likely eects eects of this this incident incident for for the busi business ness and and custom custom down the track track if the customer service issues are not addressed?

Response  o respondents said they usually told at least one other person about their poor customer experience at a compan company, y, while 54 percen nage to get through it, or do you do more markeng to aract a ract new customers? I you cut costs to make up or lost revenue, you sll

 

customer-service 3.

Yo You u are the General General Manage Managerr of the Cape Lighthou Lighthouse se and the experien experience ce of Mr and Mrs Jones has come to your aenon. You are determined to make contact with the customer to aempt to resolve the issue and achieve a posive outcome. Dra a leer which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone conversaon for contact). Response: To: Mr and Mrs Jones 32, waratah Rd, Jesmond NSW 2285 01/08/2019 Dear Mr and Mrs Jones, On behalf of our company, I am wring this leer to apologize for our unprofessional service on your visit to our restaurant on your 5 th wedding anniversary night. I heard that those few bad things had happened on your 5 th wedding anniversary: • we actually did not have the record record of your booking which you had booked booked two months ago, and you had to wait another 15 minutes for a meal, • your course and drink didn’t goes in the right order, order, and our waiter tried to ignore your eye contact to avoid further acons, •no stas were there to apology to you when you pay the bill. It’s completely our fault, I’m so sorry for your bad experience. And also it’s very unprofessional for us to serve course in the wrong order and ignore eye contact. We have warned the relevant sta for their mistakes during the work, and we will improve our training on the sta to avoid these kind of things happened. We want all our customers to be sased, so in order to show our sincerely apology for this unfortunate situaon, we oer those compensaons for your next visit: • 50% discount, discount, •free beverage, •special appezer, •seats with the best view of Coral Sea. We sincerely apologize again; I hope you can connue choosing our restaurant to accompany you through important days. Kind Regards Nabin kadariya General Manager of the Cape lighthouse.

 

4.

Consideri Considering ng Mr and Mrs Jones' Jones' recent recent experien experience, ce, it is impor important tant to assess assess if there there are recurring issues with customer service at the Cape Lighthouse. How will you determine if this is a one-o issue or if there are persistent problems? Outline your approach. Response:

e number o customer complaints you receive can help assess the level o customer service you provide and whether your product o

5.

Yo You u are required required to to develop develop a policy policy and proced procedures ures ffor or ea each ch of the following following

problem areas which were evident:

a. Bookings b. St Sta a Pres Present entao aon n / Gree Greeng ng / Hosng Hosng c.

Reporng Reporng requir requiremen ements ts / sta hierarch hierarchy y (General (General Responsi Responsibili bilies es and who who is to be contacted in case of an issue – if your industry sector varies [events, cook cookery, ery, tour tourism, ism, accommodaon] you may use the hierarchy which is commonly relevant to that industry sector)

d. Customer Customer Service Service Proced Procedures ures for for Service Service (Orders, (Orders, melin melines, es, aendanc aendance) e) e. Deal Dealin ing g wit with h ccom ompl plai aint ntss

Each policy needs to

include:

o

The policy name

o

The aim or purpose

o

The details of what is included

o

The procedures included to achieve the purpose

o

What are the requirements to train sta to be able to perform the procedures?

 

o

How will this policy and its eecveness be monitored and evaluated?

o

To whom will this policy be made available? How?

Policy name Aim or purpose

Booking To make sure customers reserve service with

Details of what is included

ease B ooking procedures, trading hours , number of people, cancellaon, changes 1. Greeng (g (good m mo orning, a a ernoon , evening, even ing, cape lighthouse lighthouse spea speaking. king. How can I help you?) 2. Taki Taking ng the tab table le rese reserva rvaon on (a (ask sk fo forr th the e na name me,, nu numb mber er of pe peop ople le,, date, me, phone number, Seat preference and any special requests) 3. Co Con nrm rmin ing g the the deta detail ilss 4. Inf Inform orm cust custome omers rs that that ca cance ncella llaon on and and change must be noed 2 hours in advance 5. Re Recon conrm rming ing agai again n on th the e reser reserva vaon on day

Procedures

Requirements to train Monitor and evaluaon To whom and How

Phone manner, taking booking procedures, reconrming procedures, cancellaon and change policy. Observaon, word of mouth, reviews All wait sta, management. Coaching, inducon new sta, sta meeng

Policy name Aim or purpose Details of what is included Procedures

Sta Presentaon / Greeng / Hosng Provide customers a good rst impression Polite words, appropriate acon 1. greeng with polite word 2. clean clean unif uniform orm , ,ght ght hai hair, r, smi smile le 3. conrm conrming ing are they they book booked ed or not not 4. ask for for tthe he numbe numberr of peop people le and and seats seats preference 5. lead lead cust custom omer erss to the the se seat at 6. menu menu pr pres esen enta tao on n

Requirements to train

Communicaon skills, appropriate acon, polite words, knowledge of menu Observaon, feedback, reviews All wait sta, management Coaching, inducon, meeng, word of mouth

Monitor and evaluaon To whom and How

 

Policy name Aim or purpose

Details of what is included Procedures

Requirements to train Monitor and evaluaon To whom and How

Policy name Aim or purpose Details of what is included Procedures

Reporng requirements / sta hierarchy Ensure that employees are responsible for reporng any issues aecng the restaurant business Reporng issues, hierarchy, route, procedures 1. idenfy issues 2. repor reporng ng iss issues ues to sup superv erviso isorr 3. solv solvin ing g is issue sues 4. wri wring ng the the inc incid iden entt for form m 5. Trac Track k the prog progres resss of the the iss issue ue sol solvin ving g WHS knowledge, How to report, report to whom Observaon, coaching, meeng, word of mouth Management, all sta, supervisor Oral report, record incident form

Customer Service Procedures for Service Eciently provide customers with high quality service, prevent making mistake. Greeng , taking order, deliver food, explain menu, food safety 1. A host or hostess is responsible for greeng customers at the entrance, nofying them of any wait mes present and seang them at an appropriately sized table based on their guest count. 2. Order Order takin taking. g. S Serv ervers ers m must ust b be e tra traine ined d on the the menu me nu -- inclu includin ding g spe specia cials ls of the day day -- so that they can make suggesons suggesons to diners and nofy them of potenal allergens. Step1. Smile and greet the customer. Step2 Ask the customer if they are ready to

3.

order Step3 Listen carefully as the customer places his or her order. Step4 Repeat the order to the guest. Step5 Enter the order as the customer tells it to you. Step6 Read the order back to the customer. Deliv Deliver er food, food, F Food ood ssafe afety ty is impe impera rave ve during restaurant service. Step1.Serve entrée and drinks within 15 minutes aer place the order Step2.Serve main course within 15 minutes, aer 15 minutes ask the customers any special require? (How was the food? How was the service? Ask for the feedback.)

 

Requirements to train Monitor and evaluaon To whom and How

Policy name Aim or purpose

Details of what is included Procedures

Requirements to train Monitor and evaluaon To whom and How

PART B

Observatons

Step3. Aer 20 minutes ask customer do you want any dessert? And clean the table Step4.serve dessert and aer that clean the table 4. Bill, understand payment methods, handle money carefully, give the receipt to the customer. Greeng , menu knowledge, cutlery handling, meline Observaon ,review, feedback All sta, management Inducon, coaching, meeng

Dealing with complaints TO consistent, fair and condenal complaint handling and to resolving complains as quickly as possible. Handling the complaint, understanding the issue, solving the problem 1. Listen to the complaint, be understanding 2. Record Record the the compl complain aintt ,make ,make sure sure you you ha have ve all the facts 3. Discus Discusss opons opons for for x xing ing the the problem problem.. Keep Keep your promises 4. Follow up Eecve complaint management systems Observaon, coaching, review complaint form All sta, management Inducon ,verbal training, meeng

 

 You will be observed over over wo service periods, how how you:

A. B. C. D.

Implement Implement developed developed policies policies and procedures procedures Commun Communica icate te requ require iremen ments ts with with sta sta Monit Monitor or service service provisions provisions and manage manage these these eciently eciently Evalua Evaluate te each each service instanc instance e and incorporate incorporate feedback feedback int into o the next instance.

 You are required o wrie a brief summary for each servic service e insance, clearly oulining: oulining:

1. 2. 3. 4. 5.

What What wor orke ked d wel welll What What need needss imp impro rove veme ment nt How you you have have evalua evaluated ted each each policy policy you have implem implemented ented How was was sta sta involve involved d for for the the purpose purpose of evalua evaluaon on How you will implemen implementt each idened idened change change required required into the fol followin lowing g service service instance. instance.

Provide each summary to your trainer prior to each service instance. Your implementaon of procedures and requirements you have idened in each instance will be part of the assessment of your performance.

Details of the nature of the major tasks for each service period should be provided in the table below. Insance

Dae

Duraton from ... o...

Service Period 1

1/8/19

11am-2pm

Tasks o be compleed Wha will be observed?

*staff  presentation *greeting and hosting Deails:  Appropriae uniform appearance clean and tdy 

Policies and procedures implemened and followed:

Evaluaton summary compleed

* staff  didn’t tight hair *Staff was too loud when greeting

Appropriae greetng words and volume

Welcoming policy *Inform sa abou policies *More raining is required *sandard of uniform appearance

1.

WHAT WHAT WORKED WORKED WELL: WELL: Develop Develop and manage manage policies policies and procedu procedures res and align align hem o

2.

he business' overall goals, vision and objectves WHAT WHAT NEEDS NEEDS IMPROVEMEN IMPROVEMENT: T: Train Train sa sa  on how hey should should be carrying carrying ou relevan relevan

 

3.

4.

5.

functons and asks in order o deliver he high qualiy cusomer service HOW YOU YOU HAVE HAVE EVA EVALUA LUATED TED EACH POLICY YOU YOU HAVE HAVE IMPLEMENTED: Monior how our sa are delivering he service and wheher hey are in line wih he policies and procedures HOW WAS WAS STAFF STAFF INVO INVOLVED LVED FOR THE PURPOSE PURPOSE OF EVALUAT EVALUATION: ION: Review he policies, policies, procedures and practces regularly o ensure ha hey are stll s tll relevan and so improvemens can be made HOW YOU YOU WILL WILL IMPLEMENT IMPLEMENT EACH EACH IDENTIFI IDENTIFIED ED CHA CHANGE NGE REQUIRED REQUIRED INTO T THE HE FOLLOWING SERVICE INSTANCE: INSTANCE: Adjus hem where relevan o respond o needs. This may require redeveloping he procedures and reraining sa where relevan.

Service Period 2:

1. 2. 3.

4.

5.

6/8/19

6pm-9pm

*order aking *deliver food Deails:  Menu suggeston on special  Serving speed, provide dish name

Policies and procedures implemened and followed:

Cusomer service policy *Inform sa abou policy *more raining for he menu *sandard cusomer service procedure and speed *food safey knowledge

*staff didn’t mention the special *slow food deliver

WHAT WHAT WORKED WORKED WELL: WELL: Creae Creae and oversee oversee arrangemen arrangemens s and mehods mehods and adjus adjus hem o he business' general objectves, vision and destnatons WHAT WHAT NEEDS NEEDS IMPROVEME IMPROVEMENT: NT: Trai Train n sa on how how hey ough ough o do do imporan imporan capacites and errands so as o convey he superb clien adminisraton HOW YOU YOU HAVE HAVE EVALUA EVALUATED TED EACH POLICY YOU YOU HAVE HAVE IMPLEMENTED: Screen ho how w your sa are conveying he adminisraton and wheher hey are in accordance wih he sraegies and mehodology HOW WAS WAS STAFF STAFF INVOLV INVOLVED ED FOR THE THE PURPOSE OF EVALU EVALUATIO ATION: N: Audi he sraegies, mehodology and practces consisenly o guaranee ha hey are as ye pertnen hus upgrades can be made HOW YOU YOU WILL WILL IMPLEMENT IMPLEMENT EACH EACH IDENTIFI IDENTIFIED ED CHANGE CHANGE REQUIRE REQUIRED D INTO THE FOLLOWING SERVICE INSTANCE: INSTANCE: Change hem where signican o reac o needs. This may require redeveloping he sraegies and reraining sa where relevan.

 

Insance

Dae

Duraton from ... o...

Service Period 3

8/8/19

10am-1pm

Tasks o be compleed Wha will be

Evaluaton summary

observed?

compleed



* staff introduction

 

*greeting and facilitating

 

  Subtleties:



Policies and procedures implemened and followed:

1. 2. 3.

4.

5.



Appropriate uniform appearance spotless and clean



Appropriate welcome words and volume

* staff  didn’t have proper shoes *Staff was too loud when greeting

Welcoming policy * Illuminae sa abou arrangemens *More preparing is required *sandard of uniform appearance

WHAT WHAT WORKED WORKED WELL: WELL: Develop Develop and manage manage policies policies and procedu procedures res and align align hem o he business' overall goals, vision and objectves WHAT WHAT NEEDS NEEDS IMPROVEM IMPROVEMENT: ENT: Trai Train n sa on how how hey should should be carry carrying ing ou relevan functons and asks in order o deliver he high qualiy cusomer service HOW YOU YOU HAVE HAVE EVA EVALUA LUATED TED EACH POLICY YOU YOU HAVE HAVE IMPLEMENTED: Monior how our sa are delivering he service and wheher hey are in line wih he policies and procedures HOW WAS WAS STAFF STAFF INVO INVOLVED LVED FOR THE PURPOSE PURPOSE OF EVALUAT EVALUATION: ION: Review he policies, policies, procedures and practces regularly o ensure ha hey are stll s tll relevan and so improvemens can be made HOW YOU YOU WILL WILL IMPLEMENT IMPLEMENT EACH EACH IDENTIFI IDENTIFIED ED CHA CHANGE NGE REQUIRED REQUIRED INTO T THE HE FOLLOWING SERVICE INSTANCE: INSTANCE: Adjus hem where relevan o respond o needs. This may require redeveloping he procedures and reraining sa where relevan.

 

Service Period 4

11/8/19

3pm-7pm

* reques aking *deliver susenance Subletes: Menu proposal on exraordinary  Serving speed, give dish name

staff didn't make reference to the uncommon 

*slow nourishm ent convey

Policies and procedures implemened an and followed:

1. 2. 3.

4.

5.

Cusomer service policy *Inform sa abou policy *more rraining ffo or h he me menu *sandard cusomer service procedure and speed *food safey knowledge

WHAT WHAT WORKED WORKED WELL: WELL: Develop Develop and manage manage policies policies and procedu procedures res and align align hem o he business' overall goals, vision and objectves WHAT WHAT NEEDS NEEDS IMPROVEME IMPROVEMENT: NT: Trai Train n sa on how how hey should should be be carrying carrying ou ou relevan functons and asks in order o deliver he high qualiy cusomer service HOW YOU YOU HAVE HAVE EVALUA EVALUATED TED EACH POLICY YOU YOU HAVE HAVE IMPLEMENTED: Monior h how ow our sa are delivering he service and wheher hey are in line wih he policies and procedures HOW WAS WAS STAFF STAFF INVOLV INVOLVED ED FOR THE THE PURPOSE OF EVALU EVALUATIO ATION: N: Review Review he policies, procedures and practces regularly o ensure ha hey are stll relevan and so improvemens can be made HOW YOU YOU WILL WILL IMPLEMENT IMPLEMENT EACH EACH IDENTIFI IDENTIFIED ED CHANGE CHANGE REQUIRE REQUIRED D INTO THE FOLLOWING SERVICE INSTANCE: INSTANCE: Adjus hem where relevan o respond o needs. This may require redeveloping he procedures and reraining sa where relevan.