Unit code: SITXCCS008

Unit name: develop and manage quality customer service

practices

Assessment 2

Case Study

Mr. and Mrs Jones were looking forward to celebrating 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
reservation with a male staff member who appeared to be very professional. The booking was then
confirmed 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. Staff were unable to locate any booking information. Mr Jones was asked
whom he had spoken to, to make the reservation and provided the details of staff; 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 finally were led to a small table the back of the restaurant near the kitchen doors. After a
further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The
Joneses placed their food and wine order and their entrees arrived after 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 after 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 expecting an apology from the
restaurant staff 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 definitely
would tell their family and friends about their dining experience at "Cape Lighthouse".

Your task: Address each of the following questions relating to the case study.

Dc 4483
Sanjaya bogati
 1. Identify Mr and Mrs Jones' customer needs and expectations in this case study. What
would a customer expect not only on an important occasion like the mentioned anniversary
but on each occasion when visiting an establishment?

Response
s. Jones arrived at the restaurant, there wasn't any detail of the Booking for them. However there was also the negligence from Mr. Jon
make the occasion memorable. Also service has to be timely as per the image and name of the restaurant. Every customer is to be trea
convenience caused to the couple as a sign respect making the customer feel special and making it sure that this is one of the kind of m

2. What could be the likely effects of this incident for the business and custom down the track
if the customer service issues are not addressed?
Response
t of respondents said they usually told at least one other person about their poor customer experience at a company, while 54 percent
anage to get through it, or do you do more marketing to attract new customers? If you cut costs to make up for lost revenue, you still n
 customer-service

3. You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs
Jones has come to your attention. You are determined to make contact with the customer
to attempt to resolve the issue and achieve a positive outcome. Draft a letter 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 conversation 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 writing this letter 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 of your booking which you had 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, and our waiter tried to ignore your
eye contact to avoid further actions,
•no staffs 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 staff for their mistakes during the work, and we will improve our
training on the staff to avoid these kind of things happened. We want all our customers to be
satisfied, so in order to show our sincerely apology for this unfortunate situation, we offer
those compensations for your next visit:
• 50% discount,
•free beverage,
•special appetizer,
•seats with the best view of Coral Sea.

We sincerely apologize again; I hope you can continue choosing our restaurant to accompany
you through important days.

Kind Regards
Nabin kadariya
General Manager of the Cape lighthouse.
 4. Considering Mr and Mrs Jones' recent experience, it is important to assess if there are
recurring issues with customer service at the Cape Lighthouse. How will you determine if
this is a one-off issue or if there are persistent problems? Outline your approach.

Response:

he number of customer complaints you receive can help assess the level of customer service you provide and whether your product or

5. You are required to develop a policy and procedures for each of the following
problem areas which were evident:

a. Bookings
b. Staff Presentation / Greeting / Hosting
c. Reporting requirements / staff hierarchy (General Responsibilities and who is to be
contacted in case of an issue – if your industry sector varies [events, cookery, tourism,
accommodation] you may use the hierarchy which is commonly relevant to that
industry sector)
d. Customer Service Procedures for Service (Orders, timelines, attendance)
e. Dealing with complaints

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 staff to be able to perform the procedures?
 o How will this policy and its effectiveness be monitored and evaluated?
o To whom will this policy be made available? How?

Policy name Booking

Aim or purpose To make sure customers reserve service with
ease
Details of what is included Booking procedures, trading hours , number of
people, cancellation, changes
Procedures 1. Greeting (good morning, afternoon ,
evening, cape lighthouse<name> speaking.
How can I help you?)
2. Taking the table reservation
(ask for the name, number of people,
date, time, phone number, Seat
preference and any special requests)
3. Confirming the details
4. Inform customers that cancellation and
change must be notified 2 hours in advance
5. Reconfirming again on the reservation day
Requirements to train Phone manner, taking booking procedures,
reconfirming procedures, cancellation and
change policy.
Monitor and evaluation Observation, word of mouth, reviews
To whom and How All wait staff, management.
Coaching, induction new staff, staff meeting

Policy name Staff Presentation / Greeting / Hosting

Aim or purpose Provide customers a good first impression
Details of what is included Polite words, appropriate action
Procedures 1. greeting with polite word
2. clean uniform ,tight hair, smile
3. confirming are they booked or not
4. ask for the number of people and seats
preference
5. lead customers to the seat
6. menu presentation

Requirements to train Communication skills, appropriate action, polite

words, knowledge of menu
Monitor and evaluation Observation, feedback, reviews
To whom and How All wait staff, management
Coaching, induction, meeting, word of mouth
Policy name
Aim or purpose
Details of what is included
Procedures
Requirements to train
Monitor and evaluation
To whom and How
Reporting requirements / staff hierarchy
Ensure that employees are responsible for
reporting any issues affecting the restaurant
business
Reporting issues, hierarchy, route, procedures
1. identify issues
2. reporting issues to supervisor
3. solving issues
4. writing the incident form
5. Track the progress of the issue solving
WHS knowledge, How to report, report to whom
Observation, coaching, meeting, word of mouth
Management, all staff, supervisor
Oral report, record incident form

Policy name Customer Service Procedures for Service

Aim or purpose Efficiently provide customers with high quality
service, prevent making mistake.
Details of what is included Greeting , taking order, deliver food, explain
menu, food safety
Procedures 1. A host or hostess is responsible for greeting
customers at the entrance, notifying them of
any wait times present and seating them at
an appropriately sized table based on their
guest count.
2. Order taking. Servers must be trained on the
menu -- including specials of the day -- so
that they can make suggestions to diners and
notify them of potential allergens.
Step1. Smile and greet the customer.
Step2 Ask the customer if they are ready to
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.
3. Deliver food, Food safety is imperative
during restaurant service.
Step1.Serve entrée and drinks within 15
minutes after place the order
Step2.Serve main course within 15 minutes,
after 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 evaluation
To whom and How
Policy name
Aim or purpose
Details of what is included
Procedures
Requirements to train
Monitor and evaluation
To whom and How
PART B
Observations
Step3. After 20 minutes ask customer do you
want any dessert? And clean the table
Step4.serve dessert and after that clean the
table
4. Bill, understand payment methods, handle
money carefully, give the receipt to the
customer.
Greeting , menu knowledge, cutlery handling,
timeline
Observation ,review, feedback
All staff, management
Induction, coaching, meeting
Dealing with complaints
TO consistent, fair and confidential 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 the complaint ,make sure you have
all the facts
3. Discuss options for fixing the problem. Keep
your promises
4. Follow up
Effective complaint management systems
Observation, coaching, review complaint form
All staff, management
Induction ,verbal training, meeting
You will be observed over two service periods, how you:

A. Implement developed policies and procedures

B. Communicate requirements with staff
C. Monitor service provisions and manage these efficiently
D. Evaluate each service instance and incorporate feedback into the next instance.

You are required to write a brief summary for each service instance, clearly outlining:

1. What worked well

2. What needs improvement
3. How you have evaluated each policy you have implemented
4. How was staff involved for the purpose of evaluation
5. How you will implement each identified change required into the following service instance.

Provide each summary to your trainer prior to each service instance. Your implementation of
procedures and requirements you have identified 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.

Instance Date Duration from ... to... Tasks to be completed Evaluation

What will be summary
observed? completed
Service Period 1/8/19 11am-2pm *staff * staff
1 presentation didn’t
*greeting and tight hair
hosting *Staff was
Details: too loud
 Appropriate when
uniform greeting
appearance
clean and tidy
 Appropriate
greeting words
and volume

Policies and Welcoming policy

procedures *Inform staff about policies
implemented and *More training is required
followed: *standard of uniform appearance

1. WHAT WORKED WELL: Develop and manage policies and procedures and align them to
the business' overall goals, vision and objectives
2. WHAT NEEDS IMPROVEMENT: Train staff on how they should be carrying out relevant
 functions and tasks in order to deliver the high quality customer service
3. HOW YOU HAVE EVALUATED EACH POLICY YOU HAVE IMPLEMENTED: Monitor how our
staff are delivering the service and whether they are in line with the policies and
procedures
4. HOW WAS STAFF INVOLVED FOR THE PURPOSE OF EVALUATION: Review the policies,
procedures and practices regularly to ensure that they are still relevant and so
improvements can be made
5. HOW YOU WILL IMPLEMENT EACH IDENTIFIED CHANGE REQUIRED INTO THE
FOLLOWING SERVICE INSTANCE: Adjust them where relevant to respond to needs. This
may require redeveloping the procedures and retraining staff where relevant.

Service Period 6/8/19 6pm-9pm *order taking *staff didn’t

2: *deliver food mention
Details: the
 Menu suggestion special
on special
 Serving speed, *slow food
provide dish deliver
name
Policies and Customer service policy
procedures *Inform staff about policy
implemented and *more training for the menu
followed: *standard customer service procedure and
speed
*food safety knowledge
1. WHAT WORKED WELL: Create and oversee arrangements and methods and adjust them
to the business' general objectives, vision and destinations
2. WHAT NEEDS IMPROVEMENT: Train staff on how they ought to do important
capacities and errands so as to convey the superb client administration
3. HOW YOU HAVE EVALUATED EACH POLICY YOU HAVE IMPLEMENTED: Screen how your
staff are conveying the administration and whether they are in accordance with the
strategies and methodology
4. HOW WAS STAFF INVOLVED FOR THE PURPOSE OF EVALUATION: Audit the strategies,
methodology and practices consistently to guarantee that they are as yet pertinent
thus upgrades can be made
5. HOW YOU WILL IMPLEMENT EACH IDENTIFIED CHANGE REQUIRED INTO THE
FOLLOWING SERVICE INSTANCE: Change them where significant to react to needs. This
may require redeveloping the strategies and retraining staff where relevant.
Instance Date Duration from ... to... Tasks to be completed Evaluation
What will be summary
observed? completed
Service Period 8/8/19 10am-1pm  * staff * staff
3 introduction didn’t
 have
 *greeting proper
and shoes
facilitating *Staff was
 too loud
 Subtleties: when
greeting

 Appropriate
uniform
appearance
spotless and
clean
 Appropriate
welcome
words and
volume
Policies and Welcoming policy
procedures * Illuminate staff about arrangements
implemented and *More preparing is required
followed: *standard of uniform appearance

1. WHAT WORKED WELL: Develop and manage policies and procedures and align them to
the business' overall goals, vision and objectives
2. WHAT NEEDS IMPROVEMENT: Train staff on how they should be carrying out
relevant functions and tasks in order to deliver the high quality customer service
3. HOW YOU HAVE EVALUATED EACH POLICY YOU HAVE IMPLEMENTED: Monitor how our
staff are delivering the service and whether they are in line with the policies and
procedures
4. HOW WAS STAFF INVOLVED FOR THE PURPOSE OF EVALUATION: Review the policies,
procedures and practices regularly to ensure that they are still relevant and so
improvements can be made
5. HOW YOU WILL IMPLEMENT EACH IDENTIFIED CHANGE REQUIRED INTO THE
FOLLOWING SERVICE INSTANCE: Adjust them where relevant to respond to needs. This
may require redeveloping the procedures and retraining staff where relevant.
Service Period 11/8/19 3pm-7pm * request taking staff didn't
4 *deliver sustenance make
Subtleties: reference to
Menu proposal on the
extraordinary uncommon
 Serving speed,

give dish name
*slow
nourishm
ent
convey
Policies and Customer service policy
procedures *Inform staff about policy
implemented and *more training for the menu
followed: *standard customer service procedure and
speed
*food safety knowledge
1. WHAT WORKED WELL: Develop and manage policies and procedures and align them to
the business' overall goals, vision and objectives
2. WHAT NEEDS IMPROVEMENT: Train staff on how they should be carrying out
relevant functions and tasks in order to deliver the high quality customer service
3. HOW YOU HAVE EVALUATED EACH POLICY YOU HAVE IMPLEMENTED: Monitor how our
staff are delivering the service and whether they are in line with the policies and
procedures
4. HOW WAS STAFF INVOLVED FOR THE PURPOSE OF EVALUATION: Review the policies,
procedures and practices regularly to ensure that they are still relevant and so
improvements can be made

5. HOW YOU WILL IMPLEMENT EACH IDENTIFIED CHANGE REQUIRED INTO THE
FOLLOWING SERVICE INSTANCE: Adjust them where relevant to respond to needs. This
may require redeveloping the procedures and retraining staff where relevant.