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METROPOLITAN SOUTH INSTITUTE OF TAFE SITXCOM003A: Deal with conflict situations ASSIGNMENT Student name: Student number: ? Question1: Outline a 6 point Complaint handling strategy for a 100 seat upmarket restaurant. Explain each strategy in detail. SOLUTION: With an upmarket restaurant, we need to offer a very high standard in customer service. When running a business, complaint can not be avoidable as it can happen at any time. Therefore, we need to have an appropriate complaint handling strategy ready when any problem arises. The following 6 points are the general action for any complaints from customer: ) Listen to the complaint & acknowledge the problem Listening is a first very important thing the staff need to have when customer complaints. It shows that we are paying attention to their problem. Besides, it is impolite if we do not listen to what people talking. Then, after listening, we need to react immediately by acknowledge that is the problem. This response is extremely important as it indicates that we listened & understood to what they talked. 2) Express concern & empathise After understanding, we should show that we are concerned about the problem, empathise about what the customer faced.
Because, it is believed that every problem will be resolved successfully if people have the same spirit, the same point of view about the problem. 3) Take responsibility for resolving the complaint Any problem arisen always has its own reason. It can be caused by inside or outside factor, by person or by something. The problem happened in the restaurant so it means that the restaurant is responsible for the problem. As a staff in there, we are presenter for the restaurant so we are also responsible for it. Therefore, taking responsibility for resolving the complaint is the next step even if it has nothing to do with us. ) Indicate what action will be taken It is necessary to tell the customer what action will be taken. It shows that we listened, understood & knew what to do to resolve their problem. It is disappointed & waste of time when complaining to a person who does not know what to do. 5) Take action to resolve the complaint Immediately doing what we said is a good way to please the customer. In everyone mind, it is very terrible if they have to wait for a long time, even unlimited time to get an action. 6) Follow up It means that we will check the customer feeling after we did the action.
Because, there are many different kinds of people, some action can be satisfied to this person but maybe not satisfied to others. Therefore, in case the customer is not happy we will go back to step 4 by specifying another solution. After all, we should make a record of the incident. The upmarket restaurant always require very high standard in customer service. Therefore, it is terrible if the customer face the problem the second time. A list of problems is necessary for all the staff, including the old & new staff every time working in there. ? Question2: Detail at least 4 examples & how you would handle each.
Ensure in each example you have followed the strategy you have outlined in question1. 1) Example 1 As a receptionist at a 4 star hotel, I get a call from a customer who is calling from the airport & tell that no one come & pickup him. SOLUTION: Firstly, I will listen carefully to the customer about their situation. Beside, I ask his name to ensure whether that is a customer of my hotel or not. If it is correct, I will acknowledge that it is our fault. Secondly, I will ask how long he has been there. If he said he has been waited for a long time, I will tell him to take a rest at a coffee shop in the airport when the driver coming.
Then, I say that I will contact immediately to the driver of the hotel & tell him to keep calm as maybe the traffic jam caused the driver can not come on time. After that, I will check with the driver of the hotel. If the driver is nearing to arrive in the airport, I will inform immediately to the customer. Later, after the driver pick up the customer, I will call again to ask about his status. If he say ok & feel comfortable, I will say sorry again & see him at the airport. If he is angry & is not satisfied with the situation, I will say the hotel will make a compensation for him later. 2) Example 2
I am working as a waiter at a restaurant, a customer required not having meat in salad but the salad she got has some pieces of chicken in there. She gestured to me to come to her & complained about that. SOLUTION: Firstly, after getting the complaint from the customer, I shall say sorry to her. Then, telling her that it maybe a mistake of the kitchen & empathise that the vegetarian prefer vegetables than meat. Next, I will tell her to stay for a moment to change another salad for her. Immediately, I will go to the kitchen & tell to the chef to get another one instantly. Once the new salad is ready, I will bring to her the new dish in person.
I will not give the task to anyone else, because, it show that I implement the job which I am responsible for. Then, I shall ask the customer what else I can help her more. If she say all right & enjoy the food, I will say sorry the final time. If she is not really happy, I can offer her 50% discount for coffee. 3) Example 3 As a tour guide, I am responsible for a group of tourists at an international airport to go home after a long trip around Vietnam. A tourist complaint that yesterday he gave money & asked me to buy a traditional gift for his mom. However, because of being busy, I forgot to do that while our plane will take off in 2 hours.
SOLUTION: Firstly, after getting the complaint from the customer, I shall say sorry to him as that is my error. I empathise that it is a meaningful gift he can offer to his mom after this trip. Therefore, I will try my best to solve the problem but I also have to pay attention to the group. I will take everyone to the business area in the airport in order everyone can buy something before going home. In there, I will get an Aodai – a Vietnamese traditional dress. Then, it is a good idea to return his money back & offer the dress as my gift for his mom. If he is happy with that, I shall say sorry again & hope that he enjoyed a good trip.
If he explains that he really needs another one which is important. I will ask about his address then I will try to buy it & send to his place in the future. 4) Example 4 When working as a chef in a kitchen of a small restaurant, I received a complaint from some waiter that the food has some not good smell. SOLUTION: After getting the complaint from the waiter, I will go to the restaurant to see the customer. Firstly, I shall say sorry to him about the problem. Then I will ask more details about his feeling about the foods. If it is true that there are some ingredients which have bad smell in there, I will acknowledge that it is my fault.
Then I will say I will change a new one for him. If he does not like the menu anymore, it should be better to let him to get another one. After that, I will go to the kitchen & immediately make the new dish for him in person. I will not assign the jobs to anyone else. Then, I will bring it to the customer in person. I will look at him eating & listening to his respond. If he is happy with it, I will say sorry to him again & promise never let the case happen again in the future. If he will not really be happy after the situation, I can offer him some drinks & he can get free with the meal.