Question2: "Service management"

2. "Under the Big Tree" tea restaurant to reform Wang Hua, the general manager, was in a reflective mood as a heated debate raged in the conference room over whether the restaurant should implement a reform. This topic began with an incident that happened a week ago. One day at noon, Mr. Zhang came to the restaurant "Under the tree" and ordered a fast food. He is a regular customer here and works in a company not far away. Like many white-collar workers, he cherished the limited time at noon and wanted to finish his lunch as soon as possible. Unfortunately, two cooks in the restaurant asked for leave at the same time, and there "I think this is a bit of a storm in a teacup," Liu Cheng, the financial manager, were so many customers at noon that the fast food had not been served for more than retorted. "This kind of thing doesn't happen every day, let alone to one person at the same time. Customers come to our restaurant because of the delicious food and good service, not any other idea. In addition, to change the old management mode of our company, the employees need to adapt again, which will also cause a lot of expenses. Some people strongly supported Gu Yang's idea, while others were obviously against it. The meeting room was full of noise for a while. General manager Wang Hua did not speak, his psychology is very complex now, it seems that two people said are reasonable. half an hour. Mr. Zhang's patience finally reached its limit. He found a waiter and Questions: complained loudly to him for several minutes, then stormed off without an explanation. "It's time for a change!" Front office manager Gu Yang said he spoke with a serious expression and clear pronunciation. He wanted to attract the attention of all the attendees. "This is not the first time this has happened. I often hear complaints from customers directly or indirectly about poor service. I think we should do something to prevent this from happening again. First of all, we should establish a pre-response mechanism for customer complaints, and strengthen the training of waiters to resolve customers' dissatisfaction before the outbreak; In addition, we also need to change the practice of standardized on-job training after the recruitment of waiters in restaurants a. Please analyze the current situation and existing problems of the service quality of in the past, and grant some rights to front-line staff. For example, in the case of Mr. Zhang a few days ago, we can fully let the staff find out in advance that he has been "Under the Tree" Tea restaurant. waiting for a long time, give appropriate explanation and allow the staff to send an ice b. Analyze the root cause of service quality problems in the "Big Tree" tea restaurant. cream or pre-dinner cold dish as an apology. So that the waiter can flexibly deal with c. If you are Wang Hua, the general manager, what will you do? he problem on the spot, effectively prevent the expansion of customer dissatisfaction. As you know, the reason why our restau can have today's performance, largely hanks to the support and love of old customers, if offended more old custom ustomers, we are afraid to spend more money to attract new customers, so it is very adverse to the restaurant's business." 2