Anthony Shalhoub 31010062Sabine Raffoul 3103064310/29/2012 | |
Submitted to : Dr. Esraa Haydar
Customer service management
Problem solving I. Introduction to customer service
Customer service is the provision of service to customers before, during and after a purchase. According to Turban (2002) "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Customer service is anything we do for the customer that enhances his experience.
II. Importance of customer service
Customer service is …show more content…
We often hear: “because we are C&G lovers, we wanted to share with you our experience and feedback, without any bad intention”; “because we are always at C&G, we want to participate in the improvement”.
Q4: Who is empowered to handle the customer complaints taking place right now and why?
From the restaurant, the Supervisor and/or the Head of Operation handle the comment and make sure that the customer does not leave the restaurant unsatisfied. They are the link with the customers and they will take immediate action.
From the head office, our Director of Operation will be responsible of taking action with the employees (verify the incident and take the necessary measures to avoit it in the future) and our Guest Care Department will contact the customer to solve the issue and apologize. If needed, the HR Department will be involved as well. We might need sometimes a specific training session for the concerned employees.
Q5: To what extent will the company go in trying to handle a customer complaint?
When we receive negative comment, we are willing to:
- invite him to a tasting with our Chef, so we can decide together if it is a problem with the quality of the product or an operational problem.
- invite him to visit our kitchens
- invite guests to focus group
- visit the guests and meet them in person, with flowers, chocolate or any other gift
- invite our