BSBCUS501 Manage quality customer service

Assessment Task 1 – Develop customer service plan

“Bloc 145 café in Redfern”

Bloc 145 located in Redfern in a heritage building with a modern minimal designed with copper
bench top, maple wood and modern loft courtyard with an original exposed brick wall restaurant behind
the café. Centrally located on Redfern’s main strip, Bloc145 offers a comfortable environment for
everyone. Come and enjoy our selection of considered and inspired dishes that draw inspiration from a
range of international cuisines to create what is truly a contemporary Australian menu.
On the main strip of Redfern, Bloc 145 is a spacious, light filled cafe serving a range of modern
Australian dishes that have a range of international influences. Each dish has been carefully considered
and curated and presented beautifully on the plate. The cafe has exposed brick walls, pipes and a long
counter with quality coffee machinery which makes for a suave looking space. There’s a dining room out
back and seating in the front for the coffee drinker.
The focus of Bloc145 is on creating food that is earthy and hearty, with clean flavours and
presentation. They have achieved their goal with this version of the menu. They will keep their regular
best sellers; they will also not rest on their laurels and continue to experiment with new items on their
menu from time to time.

1. Vision and mission

Vision
we are committed to the outstanding quality of our food, service, people and out of home dining
and entertainment concepts that enrich the life and experience of our guest and staff alike. To serve

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BSBCUS501 Manage quality customer service

happiness to our customers through delicious, quality meals and extraordinary restaurant experience
while working toward the greater good for our employees, community and environment.

Mission
Our mission is to create hospitality venues where most guest experience is our undivided
priority. To understand our customer’s changing needs and constantly improve our customer
experience. To delight and nourish our customers with healthy, quality and delicious food and excellent
service at a reasonable price.

2. customer’s needs in relation to product/service standards that might include

Quality, dimension, pricing, material, delivery time and service

Running a specialty coffee shop is tricky business. Long-term success requires you to
maintain quality, efficiency, and excellent customer service. Every customer will have different
expectations. If you’re able to make the customer feel like they’re being taken care of and that
their needs are being met, then you carried out hospitality and if you complete a satisfactory
beverage in a timely manner, then those two together really bring out the customer service to the
top of business.

Café Menu
Coffee $4.00-$4.50
Soy,Almond,Oat extra $0.50
Cold drink from $5.00
Bake and make in house Pastries $3.50-&8.00
LUNCH BOWL Brown Rice + Salad
Salmon ,Chicken, Pull Pork
Pulled Pork Kimchi Sandwich $14.00
Chipotle Chicken Sandwich $14.00

Restaurant Menu
Zucchini Bread Cured Salmon $19.00
Eggs Benedict Pickles $17.00
Smokey Bacon Burger $15.00
Avocado beetroot hummus $16.00
Spag Bol $18.00
Buffalo Chicken Macn’ Cheese $19.00

Pricing Strategies

The Pricing is based on the quality of products and service they provide. And base on what it is
obtainable in the industry. They don’t charge more and they don’t intend to charge less than the
competitors are charging per meal. And also, they have plan to discount to reward royal customers.

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BSBCUS501 Manage quality customer service

Develop policy and procedures

Customers’ need

• good quality foods and products

• Reasonable price foods and goods excellent customer service

How to deal with customer complaints

• listen to customer concerns

• Ask questions to clarify the problem and the causes
• Transfer the customer to someone else if necessary
• Apologize sincerely
• Find out how the customer wants the issue resolved

Managing consumers’ records and data

• take security seriously

• gather information ethically
• decide what you really need
• back up your data
• Clean up your data
• Train your team

Australian consumer rights

1. Consumer Guarantees

Under the Australian consumer Law, when you buy products and services they come with
automatic guarantees that they will work and do what you asked for. If you buy something that
isn’t right, you have consumer rights.

2. Repair, replace and refund

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for
a repair, replacement or refund under the Australian consumer law. The remedy you’re entitled to
will depend on whether the issue is major or minor.

3. Cancelling a service

Under the Australian consumer law, you have certain rights to cancel a service

4. Compensation for damage & loss

You can seek compensation for damages and losses you suffer due to a problem with a product
or service if the supplier could have reasonably foreseen the problem. This is in addition to your
repair, replacement or refund rights.

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BSBCUS501 Manage quality customer service

5. Warranties

Under the Australian consumer law, automatic consumer guarantees apply to many products
and services you buy regardless of any other warranties suppliers sell or give to you.

6. Products & services bought before 2011

When things go wrong with products or services you bought before 1 January 2011, You may
still have rights under the previous consumer protection law called the trade Practices Act.

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