Procedure

You are to role play with your assessor the following three customer complaint scenarios. Use the Customer complains handling procedure in Appendix 1.

To be deemed competent you will need to successfully demonstrate the following:

You must participate in all three customer complaint scenarios and solve the customer issues satisfactorily.

Scenario 1:

2 businessmen have ordered the 3-course lunch special at your establishment. They have advised the waitress that they only have 1 hour for lunch as they need to attend an important meeting and were advised that this was no problem at all.

They are being served their beverages and shortly after, the first course is being served. 10 minutes after they have finished the first course, the waitress returns to the table and advises that the kitchen has run out of the main course for the lunch special, and advises the customers that there is an alternative they can offer for a surcharge of $15 per person. The customers are annoyed about this "Recommendation" not to mention the impact on their limited time available for lunch and ask to see the manager - YOU. Demonstrate how you will resolve this issue.