Instance Date Duration from ...

Nature of problem
to...
Instance 1: 11/19/2 1:00-2:30pm
2
delays or poor timing of product or service
supply
delays or errors in providing product or service
 Brief Overview of the nature of problem

The customer phone in an order and said that food should be delivered at 01:00 pm but, the food he
ordered was delivered to him around 2.30 pm. It was an hour and a half late and the customer is really
upset.

Options for Resolution: Option: Consequence:

1. Serve the meal as soon as Serving meal in right time Customer get meal and make
possible them happy
satisfied customer

2. Provide them a discount 15% discount on meal Make reputation and

on the meal customer
friendly
build reputation by providing
discounts due to
inconvenience
3. Offer a free one Small complimentary meal for Provide a free small
complimentary meal late complimentary meal can
complimentary small side make
dish everyone happy
giving free items can
compensate their waiting
time
Serving meal in right time Customer get meal and make
them happy
20% discount on meal Make reputation and customer
friendly
Small complimentary meal for
late
Provide a free small
complimentary meal can make
everyone happy
Resolution:

By serving the meal at the right time we can eliminate the problem. But, since it happened already we
need to apologize to the customer and we should make sure that they will receive a free small item and
a discount for future use.
Part A

Part B

Instance Date Duration from ... Matter/problem

to...
11/20/2 dismissal
2
cultural misunderstanding
 Brief Overview of the matter/problem:

 Terminating an employee  who keeps setting off disputes with others, it may be time to address
them as an HR issue.

Options for Resolution: Option: Consequence:

1. Oral or written Final warning for misconduct
warnings
2. Suspension without Suspension of employee
pay without paying them
3. Termination Small complimentary meal for
late
 Termination of service due to
unsatisfactory job
performance, or for failure to
obtain or maintain necessary
job-related credentials
Customer get meal and make
them happy
The intent of this disciplinary
action is to focus on the
employee’s misconduct
Make reputation and
customer
friendly
Suspend the employee
without pay for a period of
time of their determination
based on the employee’s
violation and/or behaviour.
Provide a free small
complimentary meal can
make
everyone happy
Involuntary dismissal of an
employee for disciplinary
reasons

Resolution:
A current unresolved incident of unsatisfactory job performance; and At least two prior active warnings
or other disciplinary actions for unsatisfactory job performance or gross inefficiency, or unacceptable
personal conduct will result to termination.
Part C

Serving meal in right time Customer get meal and make

them happy
20% discount on meal Make reputation and customer
friendly
Small complimentary meal for
late
Provide a free small
complimentary meal can make
everyone happy
Part C

Instance Date Threat/Conflict

11/20/2 customer refusing to leave or be pacified

2
drug or alcohol-affected person
person who appears to be violent or are
threatening
people involved in physical violence
person with gun or arms
situation where someone has been or may be
hurt
 Brief Overview of the matter/problem:

 A customer drinking and showing off, while being loud or obnoxious inside of the restaurant.

Options for Resolution: Option: Consequence:

1. Offer Water, Coffee or Suggest that they purchase a Customer get meal and make
Tea. tea or coffee instead of them happy
another drink, it helps slow Offering them water or
down the absorption of coffee is a great alternative. If
alcohol in the body. the patron has an empty
stomach, they will continue to
get more intoxicated, quicker.
2. Try Talking to the Group. It can be beneficial to have Make reputation and
friends talk to an intoxicated customer
individual instead of a friendly
bartender. If an intoxicated The group may be able to
individual is with a group of help sway the intoxicated
people, try talking with the individual into slowing down
group members. or switching to a non-
alcoholic beverage.
3. Refuse Service Small complimentary meal for Provide a free small
late complimentary meal can
Refusing service can make
potentially lead to a heated everyone happy
conversation with the Servers and bartenders need
customer, so it’s important to to know it’s acceptable to go
have an established policy in to the manager for help when
place stating how your dealing with an intoxicated
business deals with customer.
intoxicated customers.
Resolution:
When speaking with a customer about refusing them service. Be as friendly as possible, yet firm in
your decision. Tell them you care about their well-being and want them to get home safely. It is
recommended that you help them find transportation home if they do not have a way to get home
safely. If a drunk patron becomes disorderly or you feel threatened in any way, contact your local
police department for assistance. The goal is always to keep everyone involved in this situation
and your business safe.