Reference no: EM133273919
Case: You work as a restaurant manager and a customer calls you over to their table. They complain that they have ordered the chicken breast dish but have received the sauteed beef instead. They said that the menu lettering was so close together, and that it was probably a misunderstanding with the waiter when they pointed to the dish, but that it was definitely not their fault.
While you are there they also commented on the speed of service, they explained that it took 30 minutes to get their food also, they were not happy about this and have asked why and what can be done about it?
You must address both issues quickly and pacify your customers.
You must address the following.
The Misunderstanding of customer request
The problem with the service
When talking to the customers and staff remember to resolve the following:
Personal safety.
Resources that will assist you.
Quick action to resolve the situation.
The nature of the complaint.
The solution to the conflict and options you have available.
The impact of the conflict on food production.
Implementation of the solution
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