1.

What are the key customer service issues and challenges being faced by jess and his
department?
The First Impression
Hire hosts and hostesses who will make your guests feel welcome as soon as they walk into
your restaurant by greeting them and informing them how long they may have to wait. Once
seating is available, your host or hostess should guide your customers to their seats, letting
them know who their server will be. This position is especially critical at busy meal times, when
customers might get frustrated at not being seated quickly. How those manning the hosting
station reacts to these customers goes a long way to determining their satisfaction with their
dining experience.
Positive and Prompt Service
Prompt and courteous service in the restaurant industry is critical to your establishment's
success and your reputation. Train your serving staff to treat the restaurant's guests with the
treatment they expect when out for a night of fun while spending their hard-earned pay.
Servers need to visit each table as soon as possible, introduce themselves, hand out menus,
recite the specials and ask for drink orders. In addition, servers should prepare to take orders as
soon as guests request, or give them time to study the menu longer, if necessary
Course Corrections
Correcting mistakes in your restaurant is critical. If food is late making it to the table, or if one
of your servers picks up the wrong order and delivers it by mistake, you and your staff should
politely and quickly make the correction. Most of the time, customers appreciate your honesty
and willingness to take care of their order. Sometimes, however, customers become worried
and upset, possibly anticipating a staff's unwillingness to meet their needs, so ease your guests'
minds as quickly as you can.
Neat, Clean, Safe and Attractive
Customers want to eat in a clean, safe and well-kept establishment, so make sure you
consistently attend to this critical part of customer service. Not much will turn off customers
more quickly than unattended restrooms or any other signs that you do not make cleanliness
one of your highest priorities. Make a list of all key ingredients to keeping your restaurant in
excellent condition. Washing dishes, cleaning restrooms, changing light fixtures, dusting,
sweeping and mopping the floors, cleaning tablecloths and napkins, and maintaining your
building's facade are among the actions you can take to give customers a positive impression of
your business.
 2. It makes sense to look at the whole group of your customers for feedback. It helps you
identify patterns and make assumptions about the likelihood that they’ll behave or approach
you in a certain way.

Although this is a continuous process, think of it as a step preceding the actual customer
conversation. It gives you an idea about where to start in direct contact with your ‘average’
customer.

 Email and customer contact forms

 Customer feedback surveys

 Usability tests

 Exploratory customer interviews (this one overlaps with my earlier take on direct customer
contact)

 Social listening (with polls on social media)

 On-site activity

 Comment boxes

These feedback channels are most likely filled out by your customers in written and spoken
language. The evaluation of such feedback is prone to subjective bias. To draw reliable
conclusions, the input needs to be collected and categorized

3.

Lee and jess are aware of the proposed budget cuts and staff feeling about adding another job to
their list. They are sure they would not be able to deliver what the employee want from the
organization . they know the difference between what they want and what they get. Jess is not
happy about the customer service training he had, which is not about being customer focused .
Lee had been through two departmental downsizing in the past 18 months and was by his stage a
little concerned about the outcomes of a full scale customer research project. Other problems
was money allocation to surveys and time spend on earch tasks.

4.1.deveplop strong leadership

Hold a meeting with all employee time to time regardless of their position , accountable for
successful performance of their duties and responsibilities.

Provide frequent opportunities for executive to perform frontline duties as part of their regular
duties.

Hire and keep quality employees

Implement recruiting incentives for current employees to refer their friends and associate for
open positions within the organization.

Develop innovative recruiting strategies

Take a fresh look at the recruiting process to ensure that initial encounters with applicants
generate positive first impression

3.Listen to your customers

Identify their needs by conducting surveys , informal one vs one conversations, on site customer
visits and focus groups

Create employee committees or task force to determine best methods for utilizing the
information the customers offer.

4.Demonstrate community support

2. Select community projects to support that are most in alignment with the values and
philosophy of your organization.

3.Increase employee awareness and opportunities for volunteers in community events and
projects.

5.utilize innovative technology to support customer service.

1. stay abreast of current information and resources to continuously upgrade or invent support
operation technology .

2.prepare employees to utilize new technology and transition from current practices and behavior
to the new prectices and behaviours that may be necessary.