Dealing with Customer Complaints
A) What was the most likely cause (i.e. breakdown) of the issue? B) What should have happened to keep the issue from escalating to a complaint email [how should it have been addressed in-store]? C) What steps could you, as a Leader, take to prevent the issue from recurring? D) What you would say/write to the customer to address his/her concerns 1. 5201: A) A chicken bone was found in a vegetarian pizza. This was most likely caused by someone in the kitchen being negligent and somehow getting a chicken bone on the pizza without anyone realizing it. Maybe it was dropped on the pizza when someone was deboning a chicken. Someone did not do their job in ensuring that food is being kept separate.
B & C) The shift leader should have taken initiative to talk to the dissatisfied customer and shown that steps were going to be taken to ensure that it doesn’t happen again. Take care of the meal, offer another incentive to get the customer to come back.
D) Apologize for exactly what it was that went wrong, tell them that their experience was an exception to the usual care and due diligence that is taken at earls, tell them exactly what is being done in the store to ensure that this won’t happen again, offer an incentive for them to come back.
2. 5197
A) Communication to the server was not made about a new table, the server did not take the care to notice that they had a new table, steps were not taken to ensure that the guests were treated properly.
B &C) Leader should have been aware that there were guests that were not being looked after properly and should have helped them him or herself, hostess should have communicated to the server that they were sat if they thought that they hadn’t noticed.
D) Apologize that their first experience with earls was not good and offer incentive for them to come back and ensure them that the next time will be up to the usual earls standard.
3. 5191
A) Lack of cleanliness, leaders and partners
B & C) The shift leader should have taken initiative to talk to the dissatisfied customer and shown that steps were going to be taken to ensure that it doesn’t happen again. Take care of the meal, offer another incentive to get the customer to come back.
D) Apologize for exactly what it was that went wrong, tell them that their experience was an exception to the usual care and due diligence that is taken at earls, tell them exactly what is being done in the store to ensure that this won’t happen again, offer an incentive for them to come back.
2. 5197
A) Communication to the server was not made about a new table, the server did not take the care to notice that they had a new table, steps were not taken to ensure that the guests were treated properly.
B &C) Leader should have been aware that there were guests that were not being looked after properly and should have helped them him or herself, hostess should have communicated to the server that they were sat if they thought that they hadn’t noticed.
D) Apologize that their first experience with earls was not good and offer incentive for them to come back and ensure them that the next time will be up to the usual earls standard.
3. 5191
A) Lack of cleanliness, leaders and partners