Assessment 1 - Short answer Questions and Tasks: Enhance the customer service experience Research Assignment

Restaurant Profile example (C'est Bon Cairns)

Dining at C'est Bon Cairns is truly an experience for the palate! C'est Bon prides itself on being delightfully French yet still Affordable.

C'est Bon has established itself as one of Cairns leading Dining Venues - a place where the sophistication of France meets the down to earth charm of the Tropical North. C'est Bon's French Chefs culinary talents emerge each week with some great specials while still staying in touch with the customers desires.

So we invite you to join Nicolas and his team, to savour the mouth-watering delights created from Classic French Dishes by our French Chefs and indulge in some old French charm (with a French accent or two thrown in!)

C'est Bon is a Restaurant for all occasions, but is still intimate enough for those looking for something special. We can cater to any Birthday, Anniversary or even a graduation or just a 'congratulations' celebration!!! Just give Nicolas a call! He really has a flair for making an event special!

C'est Bon is situated only five minutes from the Convention Centre, located at the entrance to Village Lane in Lake Street, directly behind the Cairns International Hotel Sebel and the Sofitel Reef Hotel Casino.

C'est Bon offers a special Two and Three Course Business Lunch along with the A La Carte Menu Tuesday to Friday from 12pm which proves to be very popular with the locals. The Dinner Menu also offers great value with a Three Course Prix-Fixed Menu and a full Ala Carte Menu from Tuesday to Saturday from 6 pm onwards.

Task One: (Profiling restaurant and customer's needs and expectations)

1. How do we get information about our customers?

2. Create a profile for a restaurant of your choice

3. Profile the customers who go to that restaurant

4. Minimum 3 customers who would go to the restaurant, including customer's expectations (Price, products, (service/food quality), staff, customers, atmosphere/design ect)

Task Two: (Training Plan)

Develop a training plan for staff on the following:

-How to advise customers about new products/services/personalisation

-Consider

• New staff
• Existing staff
• Suppliers

This training plan should include monitoring and reviewing.

Task Three: (Problem solving)

There has been a cyclone and tropical fruit has been difficult to source but your restaurant is well known for using these ingredients. How do you solve this problem and communicate with customers so they aren't disappointed?

Consider Who, what, when, why, where, way

Task Four: (Complaints resolution procedure)

Create a complaints resolution procedure for the restaurant that you've profiled and follow with a written scenario.

Task Five: (Promotion & Relationship Management)

How can you use a CRM database to maintain relationships with your customers?

In the following table consider;

• What information will the database store?
• How will you use this information effectively?

List 5 promotional marketing services you could create to grow and encourage repeat business?

Assessment Three - Activities

Task 1: What is Customer Service?

CASE STUDY

Customers are everywhere and without them organisations would not be able to operate. This section introduces you to the elements of customer service and how customers evaluate their customer service experience mentally.

You will learn how customers categorise the elements as a perceived cost or a perceived benefit to determine whether they have received fair value. You will also learn how we can map the customers? experience, to determine which of their interactions with us we need to focus on to deliver a perception of better than fair value in the customer's mind.

Task 1A: Create a Customer Service Charter for your business?

Sample provided on Blackboard from Medicare Australia

Task 1B: From your identified list of customers;

(1) Choose one (1) and provide a profile of this group.

(2) Describe how you would meet / exceed their needs and expectations.

Scenario: Would you come back to this resort? Case Study

You have been staying at a five-star resort on Fitzroy Island. You had to fly from your home country, ride in a taxi for 30 minutes and then catch a local ferry which took 45 minutes. Your check-in experience was delightful. A welcoming band, a glass of sparkling wine, personal service you did not have to wait for and you were shown to your room by a smiling informed and informative attendant that did not expect a tip for their services.

The room was delightful with a balcony overlooking the sea. The amenities at the resort were truly first class. They included a championship golf course, spa, gym, indoor and outdoor swimming pools, tennis courts, four restaurants a child minding service and a wide range of activities and tour options. You were paying top dollar, but the facilities were worth it.

There were a few glitches though - probably no-ones fault.

Your first night at your choice of restaurant, you were turned away as they were full. Apparently you should have been told at check-in to book early as that restaurant was always popular.

Your second night when you had booked early, you were put into a small alcove off the kitchen almost as if you were an afterthought. You had trouble getting the waiter's attention from your position and went without drinks for most of the night. The food was good though.

Golf was more expensive than you thought, and you were really surprised how much they charged for clubs and shoe hire. What is more, it rained heavily by the fourth hole and by the ninth you were soaked. You asked for a refund as the course was unplayable. You were informed that under club rules the course was not unplayable, so you could not get a refund.

Aside from these irritations and the cancellation of a tour you had wanted to go on because there were insufficient numbers, the stay was enjoyable. There were also many highlights, such as the really friendly and helpful spa staff who made your time so relaxing you wanted to go again and again.

Task 2

Part A: ANALYSE THE SITUATION - THE CUSTOMERS' PERSPECTIVE

(i) Create a questionnaire to measure existing customer satisfaction (10-12 questions)

(ii) You have visited the hotel and are asked the following questions.

Did you get good customer service?

Would you come back to this resort?

Was it value for money (fair value) when you considered the travel/ cost?

Part 2B: Customer Service Experience: Research the problem

Identify and comment on your experience throughout the following stages of your holiday.

Travel to your hotel

Check-in Experience

Escorted to your room

Room

Amenities/Facilities

Check-out Experience

Part 2C: CUSTOMER SERVICE POLICY - THE HOTEL'S PERSPECTIVE

Your comments above form a framework to develop systems in the hotel so that future guests do not have the same negative experience, or can enjoy the positive ones.

Only you will know because, 'customer service' is judged by the customer.

It depends on what they value; what they perceive, and their mood.

(i) Create 5 policies from the above.

1. Travel to your hote

2. Check-in Experience

3. Shown to your room and tour of your accommodation

4. Amenities / facilities

5. Check out experience

(ii) How do you communicate these new standards with staff.

Task 3: Role Play

Select your own workplace example of a customer complaint

Prepare a one page summary including;

(i) An overview of the complaint

(ii) How will you solve this problem

(iii) Address the current complaint

(iv) Establish a system that prevents this from occurring in the future

(v) How will you monitor and review the new system to ensure the problem does not reoccur.

Record a 2-3 minute video.

Note - The video must show your face clearly and the conversation must be easily understood.

Step 1: Customer makes a verbal complaint to you...

Step 2: Listen to the customer and pay attention to the detail of the complaint, including why they are unhappy and what went wrong

Step 3: Show empathy to the customer and accept responsibility for the error on behalf of the company.

Step 4: Ask the customer to offer a solution to satisfy their concerns

Step 5: Acknowledge the customer?s solution and where possible resolve the complaint at the first opportunity.

Step 6: Fianlise the complaint and note that the complaint will be recorded in the company records for future reference.

Step 7: Provide the customer with your personal details and the complaint reference number.

Step 8: If applicable, notify a supervisor/ manager of the situation.

Task 4: Complaint Letter

Brads Holiday Retreat - Case study.

Read the complaint letter and consider how you would feel in that situation.

Complaint Letter

Dear Sir,

I visited your Retreat last week with my wife. We were retracing the steps of our honeymoon 20 years ago. Then, we were a bit more adventurous and spent the time camping, 'getting away from it all' together. We were delighted when we were planning the trip to learn of places like yours being available now so we could relive our honeymoon in comfort.

It was with great anticipation that we booked in and our 3 day stay was going smoothly until we dined at the restaurant. Let me recap the occasion for you.

We were of good cheer, your resort being our first stop. We were courteously taken to our table and offered the wine list and menu and had the specials described to us;

The trouble started when the wine was late arriving to accompany our entrées. We were left with water to complement our entrées instead of my wife's favorite wine. I made mention of the late arrival of the wine to the waiter to receive the reply: 'We're busy, I'm sorry'.

Next, whether to allow us time to drink the wine that arrived late or because of a problem in the kitchen, I do not know, but it took an hour to receive our main courses. When they did arrive, my steak was not only overcooked for what was promised to be medium-rare, it was of too cool a temperature. The pepper sauce that accompanied it was congealed.

I informed the waiter that the steak was not what I had ordered in that it was well done and that it was cold. He informed me that 'You get the steak how it comes'. I asked to see the manager.

The manager, who I think was the chef, did not seem to care about my receiving what I ordered, telling me that the kitchen was now closed as his staff had gone home. His tone of voice was impatient bordering on angry. I left without paying a tip.

I later contested the bill upon checking out and was offered a discount off the meal by a lady named Rosemary. By then the damage was done, however, and I will not be recommending your premises to anyone I know.

Chloe's Holiday Retreat is a thirty roomed backpacker hotel in Far North Queensland. It is a family business that is managed by Rosemary, a qualified accountant, and her partner Brad, who is a trained real estate investor.

Customer satisfaction

'Customer Satisfaction Guaranteed' is on all of Brad's advertising material and business cards, so the staff must ensure;

Satisfaction is what the customer gets!

Chloe's Holiday Retreat prides itself on providing customer satisfaction every time, no matter the cost. However, Chloe and Greg had relied solely on their ability to "stay on top of things" and had no formal standards or work instructions in place. Training consisted of on the job training and was at the discretion of the senior full time employees.

Manager's Response:

You are required to write a letter of reply to the customer.

In the response, you should consider the following;

Ensure that you include all components of a letter

Date; address; reference number; company name; title (manager) etc

The contents of the response letter must include;

(i) Acknowledge the complaint

(ii) Apologise and take responsibility

(iii) Include what action you will do

(iv) Consider anything the customer needs to be aware of

(v) Thank the customer for bringing this to your attention

The letter should be no longer than one page in length.

Attachment:- Assignment.rar