Sunday, March 10, 2019
The Customer Complaint Issue
Introduction There is a complaint letter sent by Dr. William E. Loflin. They were extremely upset and very insulted by the experience. He said that our staff is non advantageously trained and overtly rude. There atomic number 18 several(prenominal) problems that he complaint about our expediency, precisely he still imagine the food was excellent. Here be the tracks to solve the issue. Recommendation I suggest company should organize a education course for the staffs. The training bids staff with increased skills and abilities.Using the common cases of complaint customer and teaches the staff how to continue the problems in a right way and thence increases the quality service. Also, it deliver a time for staff build up the team spirit. Since customers are more demanding, eatery should increase the service quality that finish provide an edge of competitive advantage and meet the enjoyment of customers. Also, the service not only including how the staffs serve the guest when they in the dining room but also the whole process in the restaurant, from the entrance area to tone presentation and the farewell, all the proceeding must be done well.Staffs of all time follow the rules and regulation set by restaurant management, but they prevail their service skills is the first impression of the customers. Therefore, the staff should know what quality is, it doesnt only means providing the food and environment but the service are also important. Understanding how to meet the customers expectations can add value in a delighted result. Moreover, restaurant can execute the performance idea every month. Establishing performance standards to the staffs, the customer feedback and supervisor observation can be affecting the appraisal.The appraisal will be show to the staff, see how well they did and the mistakes. And, the best of the staff will post it on the board and bonuses therefore the staff can build up the strengths and overcome the weaknesses. Since e mployees are unaware of the identify the shopper, supervisor should announce that mystery shoppers will go to restaurant. whodunit shopper can give valuable feedback on the potential problems such as environment, service, food and beverage. Therefore, the staff will know where they did wrong and improve it.For the customers, when performance did not match their expectation, problems arose when services or products were unavailable, performance is slow, or where the service or product was unaccep circuit board, the customer will not renovation anymore. The way to solve the service problems is to put a comments card on the table or brought by server at the conclusion of the meal. It can allow in customer to evaluate the meal experience and any dissatisfaction. After scram it, restaurant must improve the issue immediately so that it can maintain a good service for the customers.Finally, we can reply a apologize letter to Mr. Loflin and send him a coupon to build a good relationshi p. Because most of customers did not say anything and dont return to the restaurant anymore. Mr. Loflin sent a letter to us, it means he wants the restaurant do any improvement and he will still go to this restaurant for the meal, therefore we sent him a coupon to invite him go to the restaurant and we would improve the issue that we made, so that he would be satisfaction when returning to our restaurant.