CUSTOMER SERVICE

Customer Service - Interview, Explanation & Survey



Table of Contents

Introduction3

Challenging Customer Service Scenario3

The Resolution of the Challenge4

Measures to Facilitate Customer Service4

The Business's Perceived Trends in Customer Service5

The Restaurant's Approach to Tips6

Tipping Demographics7

Objectives of the Business's Customer Service Strategy7

Customer Service Survey for the Business8

Customer Service Survey for a Mystery Shopper9

References10

Customer Service - Interview, Explanation & Survey

Introduction

The organization selected for the interview is a restaurant that has been functioning for nearly three years. The restaurant had humble beginnings and has not managed to gain much of a following; hence explaining the restaurant's currently stable but small standing in the locality. The interview was carried out with the customer service manager of the restaurant.

Challenging Customer Service Scenario

According to the customer service manager, the restaurant's management ran into a complication in the recent past when they came across a scenario in which a large group of football fans thronged into the restaurant around lunch time. The fans had just finished off with a game and the adrenaline had them screaming and shouting with complete indifference to the fact that their entrance had shocked the otherwise quiet and somber regular clientele that was present at the time. The noise doubled when the group realized that the restaurant did not have enough seating room; leaving the floor manager and handful of waiters trying to calm down around thirty raging individuals as they insisted on being seated without delay. The problem took a turn for the worst when it became apparent that most of the individuals were partially intoxicated which could have led to damages. The restaurant and the staff had never catered to such an expansive crowd and it was horribly unprepared to handle such a crisis.

The Resolution of the Challenge

The customer care manager was called to the reception area (where the group and the waiters were now a moment from engaging in a brawl). The customer care manager wasted no time and instantly ordered the setting up of tables and chairs outside the restaurant - in a coffee house fashion. Luckily there were a few spare tables that the waiters quickly scrambled to put up and extra chairs were collected from the staff area including the kitchen and the office. This allowed the group to be moved outside where they could be entertained without displeasing the regular clientele that was clearly significantly displeased at the noisy circumstances. Fortunately, the group did not object to the idea of being served outside and the rest of the afternoon went by smoothly as the regulars dined in the peace and quiet of the dining area and the group enjoyed being served by a waiter (selected by the customer service manager for this purpose) who was a football fan himself.

Measures to Facilitate Customer Service

The incident led the restaurant management to re-evaluate the role and relevance of customer service. As a result, the management put together the restaurant's first customer service system. In essence, the management recognized the need of the time and decided to renovate their entire approach ...