Dear manager,

I am writing to tell you my terrible experience at your restaurant. Last weekend was my
friend’s birthday. She loves seafood, so I took her to your place to celebrate her
birthday.

As soon as we sat down, a waiter recommended the fish to us, saying that it has just
arrived and was offered at a bargain price. We ordered a steamed fish and a few other
dishes. After we had ordered the dishes, we started to feel regret. The fish tank behind
us was full of dead fish. We could only hope that our fish was not there. The kitchen
door was opened and we could look inside clearly. To my surprise, the chef was
smoking while preparing food. I could see cigarette ashes falling into the food, but he
seemed not really care.

Your restaurant supposed to be new, but hygiene condition was unacceptable. There
were ants crawling on the tablecloth and rats were spotted running on the floor. We had
lost our appetite before the dishes arrived.

The steamed fish came first. It didn’t look fresh. The fish eyes were running out. We had
the first bite and threw it up at once. It was stale and tasted terrible. We were very angry
and complained to the waiter at once. To my astonishment, the waiter named Tony did
not apologize to us. Instead, he said to us, ‘If you don’t like the food, get out!’ He was so
rude. I request to see his manager which is you but he opened the door with force and
asked us to leave at once.

The treatment we received at your restaurant is totally unacceptable. As a restaurant,

you should observe the rules of hygiene. You should not offer food that is not fresh. Do
you know that food poisoning can kill? Poor food and bad service will definitely ruin
Malaysia’s reputation as a food paradise. We cannot afford to lose this in the economic
downturn. I feel disappointed and dissatisfied with the services and food in your
restaurant. I hope that you look into this matter seriously and further improve your
service.

Jessie

1. Identify problems encountered by Jessie by referring to the complaint letter.

(15 marks)

2. You are the manager of the restaurant. Propose SEVEN (7) steps to solve
the problems which encounter by Jessie.
(14 marks)

3. Why problem solving sometime can be difficult to be implemented?

(16 marks)
4. Explain the importance of mystery shopping and the types of information
collected by mystery shopper.
(15 marks)