Task 3 - Formal and Informal Customer Complaint Resolution

ACA Restaurant Cafe' nurtures in designing complaints process to encourage fast and efficient resolution of any issue at the first point of contact provide a fair and reasonable outcome to all parties involved. The Owners always aim to provide all with splendid customer service and recognises that customers have the right to express displeasure with any of their products, services, staff or procedures.

However, recently, after the incident occurrence as stated in Scenario 1, a comprehensive post customer service survey was conducted as stated in Task 2, in which the results, (replies to post customer feedback survey) depicted a negative trend. The Owners have decided to take prompt action dealing with the complaint in a positive and constructive manner to retain the customers that will result in improved business processes and repeat business.

According to the result of the survey, common complaints, securing the highest numbers of negative feedback, including from Clarendon College (Mr Smith, Appendix 1) were related to bookings and ordering over the phone, late food delivery and staff hosting and presentation. Second to this includes that response time of the waiters/waitress during peak hours, followed by unawareness of team members regarding returns and refund raised quite attention. The result was quite alarming to the Owners and you, as the Manager have been given the accountability to look into the matter and resolve the issues.

So as an initial start, you have decided to contact Mr. Smith via phone (informal) two days after the incident occurred as stated in Scenario 1, followed by a formal written apology letter. You aim to make him develop a sense of respect and feel important about taking the time to discuss the raised issue with him and appreciate to gain the opportunity to put things right ensuring non-reoccurrence of the incident, as stated in Scenario 1, and achieve his trust on the services of ACA Restaurant Caf' again.

Your task is to:

1. Conduct a 5-minute phone-call roleplay with Mr Smith (played by your partner based on information stated in Appendix 1) to discuss his complain addressed to the General Manager of ACA Hotel and his feedback provided in the post customer feedback survey (online). This is to ensure appropriate method of continuous improvements of customer services are implemented and monitored to meet the expected standards. 5 Marks

During your roleplay, you must address the following within your discussion with Mr Smith (played by one of the classmates - Please see Appendix 1 for details);

• The past experiences and performances before the situation stated in Scenario 1
• Actions to rectify the problem of any service delays, bookings, staff performance and skills, quality of products and price, service periods and timing, user-friendly technology system (online complaint lodgement process) and any compensation or loyalty benefits that may be suitable.
• Review of and outlining future changes to service policies, procedures and training to be undertaken by the staff
• How will these changes be monitored to ensure effectiveness of customer service practices?
• Ensure refund and cancellation fee issues fit with the Consumer protection laws of NSW.
• Please refer to the Marking Guide in Appendix 2