Scenario 1:

External customer: A customer comes in your restaurant having dinner, he ordered steak but when it
arrives it is under cooked. He creates a fuss and calls you (the waiter) to complain. You need to listen to
customer, apologize and calm him down

Internal customer: You need to communicate the problem to chef and explain the situation and ask the
chef to make the dish again

Provide complimentary dish to customer to make customer happy. Serve the fresh steak to customer and
after finishing take the feedback from customer.

Role Play Script

Customer : Excuse, me!
Waiter : Yes, Sir. How can I help you?
Customer : I ordered steak medium rare, and when the food arrived and I tried it, it was undercooked.
How can I eat something that is not cooked?
Waiter : I am sorry about that, Sir. I can ask our chef to prepare another one for you.
Customer : Okay, please do that. I don’t one something that is not cooked on my plate, this time.
Waiter : Alright, Sir. Please wait for the new dish to arrive.
Customer : I don’t have all day.
Waiter : I will make sure it will not take too long, Sir. I am sorry for the inconvenient. Excuse, me.

(Waiter goes to kitchen)

Waiter : Excuse, me.
Chef : Yes?
Waiter : Chef, there is a problem from table 5.
Chef : What happened?
Waiter : The customer was complaining that the dish he received was undercooked. He was upset
and make a fuss of the matter. I had tried to calm him down and offered a new dish. Could
you make the new dish for him? He ordered steak, medium rare.
Chef : Sure. I will also make one fruit salad for him as an apology.
Waiter : All right. Thank you, Chef!

(Serving dish)
Waiter : Excuse me, Sir. I am sorry for making you waiting. Here is your new dish, a medium rare
steak. Here is one fruit salad for you, Sir.
Customer : Alright, thank you. Should I pay for the salad?
Waiter : It is free from the restaurant, Sir. Please take our apology for the inconvenient.
Customer : Okay, thank you!
Waiter : Alright. Sir, could you please fill the feedback form so that we could improve for the
future?
Customer : Alright.
Waiter : Okay, thank you, Sir. If everything is fine, please excuse me.

Customer Feedback Form

 We will appreciate you taking the time to complete the following feedback for. It will us to
improve our services.

Customer Name: Briella Potter

1. How do you rate our Food Quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

2. How do you rate the cleanliness of the restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

3. How do you rate the order accuracy?

▢ Excellent ▢ Good ▢ Average ▢ Poor

4. How do you rate the speed to service?

▢ Excellent ▢ Good ▢ Average ▢ Poor

5. How do you rate the politeness of our staff?

▢ Excellent ▢ Good ▢ Average ▢ Poor

6. How do you rate the complaint handling of our restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

7. How do you rate overall service quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

Any comments or suggestions to improve our services

I really appreciate that the hygiene and cleanliness of the restaurant is maintained. However, I
would like to suggest for the management to encourage effective communication between each
staff member to avoid miscommunication.

Scenario 2:
A customer is in Global restaurant having dinner. He ordered soup but when it arrives it is cold. He calls
the waiter and complains about the cold soup

External customer: You listen to complain and you are sympathetic but you tell the customer that
Gazpacho soup is always serve cold but customer is very angry and do not want to listen to you.

Internal customer: You go to manager and explain the situation to manager and get the solution to
satisfy the customer

Provide solution to customer. After finishing, get feedback from customer

Role Play Script

Customer : Excuse, me!
Waiter : Yes, Sir. Is everything fine?
Customer : How could you say that everything is fine? I ordered soup for my dinner, but when it
arrived it was cold. How can I have a cold soup?
Waiter : I am sorry, Sir. May I know what soup did you order?
Customer : I ordered Gazpacho soup. I want to have it when it is still warm, but what I get is a cold
soup. How could the restaurant serve an old order for the customer!
Waiter : I am sorry, Sir. I understand that warm soup is really nice to have. However, Gazpacho
soup is always served cold.
Customer : I don’t want to hear anything about the soup. All I want is a warm soup for my dinner.
Waiter : I understand, Sir. Please give me a moment, I will talk to the manager about this matter.
Customer : Be quick.
Waiter : Alright, Sir. Please excuse me.

(Waiter goes to manager office)

Waiter : Excuse, me.
Manager : Come in, Agus. Is there any problem?
Waiter : Sir, I just got a complaint from the customer of table 19.
Manager : What happened?
Waiter : The customer was complaining that the dish he received was cold. He was upset and make
a fuss of the matter. He ordered Gazpacho and demand for the dish to be warm when it
arrives. I had tried to explain that Gazpacho soup is always served cold, but the customer did
not want to listen. Is there anything we could do to solve this problem and satisfy the
customer?
Manager : He ordered Gazpacho and demand for it to be warm? Maybe this is his first time trying the
dish. We could have a new one of him and make adjustment. Just served the dish while it is
warm, do not let it cold and you still need to give explanation and he might find the same
case in different restaurant.
Waiter : All right. Thank you, Sir!

(Waiter goes to the customer’s table)

Waiter : Excuse me, Sir. I am sorry for keeping you wait. I would like to offer a new Gazpacho
soup for you, and it is going to be a warm Gazpacho soup as you wish, Sir. Is it okay for
you, Sir?
Customer : Alright, how long will it take?
Waiter : It is going to take 15 minutes, Sir. Is it alright?
Customer : Okay, please do that.
Waiter : Alright. Sir, I would like to inform you that you might also face the same problem if you
order Gazpacho in different restaurant, since it is the way of serving the soup when it is cold.
Customer : Okay. Okay.
Waiter : Okay, thank you, Sir. And Sir, could you please fill the feedback form so that we could
improve for the future?
Customer : Yeah, sure.
Waiter : Okay, Sir. Thank you for your time, and please excuse me.

Customer Feedback Form

We will appreciate you taking the time to complete the following feedback for. It will us to
improve our services.

Customer Name: Sarah White

1. How do you rate our Food Quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

2. How do you rate the cleanliness of the restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

3. How do you rate the order accuracy?

▢ Excellent ▢ Good ▢ Average ▢ Poor

4. How do you rate the speed to service?

▢ Excellent ▢ Good ▢ Average ▢ Poor

5. How do you rate the politeness of our staff?

▢ Excellent ▢ Good ▢ Average ▢ Poor

6. How do you rate the complaint handling of our restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

7. How do you rate overall service quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

Any comments or suggestions to improve our services

I really appreciate that the staff tried to listen and tried their best to fulfill customer needs. I would
 like to suggest that the restaurant provide trainings for employees regarding dealing with
complaints and concerns.

Scenario 3:

External customer: You serve the food to customer but customer complains that his order is wrong. He
ordered vegetarian burger but you serve him chicken burger. Customer is very upset.

Internal customer: you go to the chef and explain the situation and check the order with chef and found
that it is chef’s mistake

You apologize to customer and serve him his correct order in appropriate manner. After finishing the
food, get feedback from customer.

Role Play Script

Waiter : Excuse, me. Here is your order, Sir.
Customer : I’m sorry. I think you get me the wrong dish. What is this?
Waiter : This is vegetarian burger, Sir.
Customer : I don’t think this is vegetarian burger. Are you sure?
Waiter : I am sorry, Sir. May I check first?
(Waiter is looking at the dish)
Waiter : I am sorry, Sir. I think this is chicken burger.
Customer : What? How could you get my order wrong? I do not want this.
Waiter : My apology, Sir. Let me check your order at the kitchen and get you the new dish. Is that
okay for you to wait for a moment?
Customer : Alright, please do that.
Waiter : Alright, Sir. Please excuse me.

(Waiter goes to the kitchen)

Waiter : Excuse, me.
Chef : Yes?
Waiter : Chef, there is a problem from table 23.
Chef : What happened?
Waiter : The customer was complaining that the dish he received was wrong. He ordered vegetarian
burger but the one he got was chicken burger. He was upset and make a fuss of the matter. I
had tried to calm him down and told him that I will check the order. I also offered a new
dish as he ordered.
Chef : Oh my, really? Let me check the order.
(Chef check the customer’s order)
Chef : I am very sorry; this is my bad. That is correct that he ordered vegetarian dish and I made
the wrong one. I will prepare for the new dish as he ordered.
Waiter : All right. Thank you, Chef!
(Waiter goes to the customer’s table)
Waiter : Excuse me, Sir. I am sorry for the inconvenient and keeping you wait. Here is the
vegetarian burger as you ordered.
Customer : Alright, thank you.
Waiter : I am very sorry once again. Please enjoy your dish, and let me know if you need anything.
Customer : Okay.
Waiter : Okay, thank you, Sir. And Sir, could you please fill the feedback form so that we could
improve for the future?
Customer : Yeah, sure.
Waiter : Okay, Sir. Thank you for your time, and please excuse me.

Customer Feedback Form

We will appreciate you taking the time to complete the following feedback for. It will us to
improve our services.

Customer Name: George Loufleton

1. How do you rate our Food Quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

2. How do you rate the cleanliness of the restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

3. How do you rate the order accuracy?

▢ Excellent ▢ Good ▢ Average ▢ Poor

4. How do you rate the speed to service?

▢ Excellent ▢ Good ▢ Average ▢ Poor

5. How do you rate the politeness of our staff?

▢ Excellent ▢ Good ▢ Average ▢ Poor

6. How do you rate the complaint handling of our restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

7. How do you rate overall service quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

Any comments or suggestions to improve our services

 The staff at the restaurant is really nice and polite. They tried their best to listen and understand the
customer and find a solution for the problem. The restaurant could try to encourage effective
communication between staff members to avoid miscommunication and had wrong orders, using
advanced technology will be helpful for better restaurant service.

Scenario 4:

External customer: A customer comes into your restaurant and request for gluten free meal. Your menu
shows sweet muffins at morning tea time, mini-Danish and sandwiches at afternoon tea time. How you
are going to adjust the menu and fulfil the request of the customer.

Internal customer: you have a conversation with the chef about customer’s special request and discuss
the appropriate dishes which can be offered to customer

Provide suggestion to customer to fulfil his request and serve the food. Take customer feedback.

Role Play Script

Waiter : Excuse, me. How can I help you Sir?
Customer : I see that you have mini-Danish and sandwiches at afternoon tea time.
Waiter : That is correct, Sir. Would you like to order some?
Customer : I see. Do you have any gluten free meal for afternoon tea time?
Waiter : Gluten free meal for afternoon tea time? For the time being, we do not have it in the menu,
Sir. Do you wish to have a gluten free meal at the moment?
Customer : Yes, I do need gluten free meal. Is there a way for me to have gluten free meal here?
Waiter : I understand. I think I need to communicate this matter to the chef and figure out if we
could provide a gluten free meal for you, Sir. Is it okay for you to wait for a moment?
Customer : Sure, I am fine.
Waiter : Alright, please excuse me, Sir. I will be back.

(Waiter goes to the kitchen)

Waiter : Excuse, me.
Chef : Yes?
Waiter : Chef, the customer from table 3 is wondering if he could have a gluten free meal for the
afternoon tea time. I have explained that we do not have it in the menu. He told me that he
needs to have gluten free meal. What do you think, Chef? Is there a way that he could have a
gluten free meal for the afternoon tea time?
Chef : A special request for gluten free meal at afternoon tea time?
Waiter : Yes, Sir.
Chef : You could offer some options. We could provide Salmon and Cucumber, Egg and Cress,
Smoked Salmon and Cream Cheese, Cheese and Salad.
Waiter : Alright, Chef. I will ask the customers for those options. Thank you, Chef. Please excuse
me.
(Waiter goes to the customer’s table)
Waiter : Excuse me, Sir. I am sorry for keeping you wait. I have discussed with the Chef, and we
could provide some options of gluten free meal at afternoon tea time.
Customer : Oh, really? What do you have?
Waiter : We could provide Salmon and Cucumber, Egg and Cress, Smoked Salmon and Cream
Cheese, Cheese and Salad. Is there anything you want from those options, Sir?
Customer : That is perfect. Can I have Smoked Salmon and Cream Cheese, please?
Waiter : Sure. Is there anything else?
Customer : I think that’s all for now. Thank you.
Waiter : Okay, Sir. Thank you for your order. Your order will be ready within 20 minutes.
Customer : Alright.
Waiter : And Sir, could I have you fill the feedback form for our future improvement, Sir?
Customer : Sure.
Waiter : Okay, thank you, Sir. If you need anything else, you can tell me. Now, please excuse me.

Customer Feedback Form

We will appreciate you taking the time to complete the following feedback for. It will us to
improve our services.

Customer Name: Melissa Cowell

1. How do you rate our Food Quality?

▢ Excellent ▢ Good ▢ Average ▢ Poor

2. How do you rate the cleanliness of the restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

3. How do you rate the order accuracy?

▢ Excellent ▢ Good ▢ Average ▢ Poor

4. How do you rate the speed to service?

▢ Excellent ▢ Good ▢ Average ▢ Poor

5. How do you rate the politeness of our staff?

▢ Excellent ▢ Good ▢ Average ▢ Poor

6. How do you rate the complaint handling of our restaurant?

▢ Excellent ▢ Good ▢ Average ▢ Poor

7. How do you rate overall service quality?

 ▢ Excellent ▢ Good ▢ Average ▢ Poor

Any comments or suggestions to improve our services

The staff at the restaurant is really nice and polite. They tried their best to listen and understand the
customer and find a solution for the problem. It will be really great if the restaurant could expand
the menu for more diverse customer needs.

Q1. After performing the role plays, write a short report to provide internal feedback on customer service
issues /complaints and provide solutions/suggestions on improvement in order to avoid future
occurrence of complaints.

Customer Service Issues/Complaints Short Report

The report is created to provide internal feedback for further improvement in order to

avoid future occurrence of complaints. There were several complaints received for the

past month. The complaints were about under cooked dish, wrong dish received,

dish condition when it arrived, and special request for specific dish.

based on the feedback received, the customers were really happy with the food quality,

restaurant hygiene and cleanliness, staff politeness and the overall service quality.

There might be some aspects that the restaurant could improve, such as the speed of

service and order accuracy. There are some things that the restaurant could do for

Further improvement, such as:

 Encourage effective communication between each staff member to avoid

miscommunication

 Provide trainings for employees regarding dealing with complaints and

concerns

 Implement and use advanced technology for better restaurant service

 Expand menu for more diverse customer needs

Q2. What are the principles and 2 benefits of enhanced customer service?

Principles:
The principles of good customer service are:

 Understand what makes good customer service in customers perspectives

 Spend time learning the customers’ expectations

 Keep track of both favourable and negative remarks

 Make sure that customer service is a priority in every element of the company.

Benefits:

The benefits of enhanced customer service are:

 Increase customer loyalty and sales

 Increase the number of customers

 Reduce marketing cost while improving the brand and company’s image and

reputation