Deal with Conflict Situation Assignment
METROPOLITAN SOUTH INSTITUTE OF TAFE
SITXCOM003A: Deal with conflict situations
ASSIGNMENT
Student name:
Student number:
❖ Question1:
Outline a 6 point Complaint handling strategy for a 100 seat upmarket restaurant. Explain each strategy in detail.
SOLUTION:
With an upmarket restaurant, we need to offer a very high standard in customer service. When running a business, complaint can not be avoidable as it can happen at any time. Therefore, we need to have an appropriate complaint handling strategy ready when any problem arises. The following 6 points are the general action for any complaints from customer:
1) Listen to the complaint & acknowledge the problem
Listening is a first very important thing the staff need to have when customer complaints. It shows that we are paying attention to their problem. Besides, it is impolite if we do not listen to what people talking. Then, after listening, we need to react immediately by acknowledge that is the problem. This response is extremely important as it indicates that we listened & understood to what they talked.
2) Express concern & empathise
After understanding, we should show that we are concerned about the problem, empathise about what the customer faced. Because, it is believed that every problem will be resolved successfully if people have the same spirit, the same point of view about the problem.
3) Take responsibility for resolving the complaint
Any problem arisen always has its own reason. It can be caused by inside or outside factor, by person or by something. The problem happened in the restaurant so it means that the restaurant is responsible for the problem. As a staff in there, we are presenter for the restaurant so we are also responsible for it. Therefore, taking responsibility for resolving the complaint is the next step even if it has nothing to do with us.
4) Indicate what action will be taken
It is necessary to tell the
SITXCOM003A: Deal with conflict situations
ASSIGNMENT
Student name:
Student number:
❖ Question1:
Outline a 6 point Complaint handling strategy for a 100 seat upmarket restaurant. Explain each strategy in detail.
SOLUTION:
With an upmarket restaurant, we need to offer a very high standard in customer service. When running a business, complaint can not be avoidable as it can happen at any time. Therefore, we need to have an appropriate complaint handling strategy ready when any problem arises. The following 6 points are the general action for any complaints from customer:
1) Listen to the complaint & acknowledge the problem
Listening is a first very important thing the staff need to have when customer complaints. It shows that we are paying attention to their problem. Besides, it is impolite if we do not listen to what people talking. Then, after listening, we need to react immediately by acknowledge that is the problem. This response is extremely important as it indicates that we listened & understood to what they talked.
2) Express concern & empathise
After understanding, we should show that we are concerned about the problem, empathise about what the customer faced. Because, it is believed that every problem will be resolved successfully if people have the same spirit, the same point of view about the problem.
3) Take responsibility for resolving the complaint
Any problem arisen always has its own reason. It can be caused by inside or outside factor, by person or by something. The problem happened in the restaurant so it means that the restaurant is responsible for the problem. As a staff in there, we are presenter for the restaurant so we are also responsible for it. Therefore, taking responsibility for resolving the complaint is the next step even if it has nothing to do with us.
4) Indicate what action will be taken
It is necessary to tell the