Customer Service and Experience

This document discusses the importance of customer service and experience through a role play scenario. It highlights the challenges faced by a trainee in managing customer expectations and provides insights on how to improve service quality. The document also includes templates for establishing customer complaint policies and recording complaints.

Running head: CUSTOMER SERVICE AND EXPERIENCE
Customer service and experience
Name of the Student:
Name of the University:
Author Note:

1CUSTOMER SERVICE AND EXPERIENCE
Part: A (Role play A1)
Jo: welcome sir
Mr. Jones: It’s being a while that I am waiting to be seated.
Jo: Sorry sir, today we are having huge rush and thus it is getting difficult to manage the
entire process.
Mr. Jones: ok please help me out in choosing some dishes. I want to have some new and
special dishes so that I will book for my Christmas party.
Jo: Sir, I am a new trainee here and still I am not have enough knowledge about
understanding about all the food items.
Mr. Jones: How can it be possible? This is not fair at all. I need help in choosing some food
items. The service of this café is continuously reducing.
Jo: not that sir. Actually we are not being able to manage all the customers at once due to the
huge footfalls.
Mr. Jones: see I am a loyal customer and have been visiting this restaurant for the last 6
years. Thus, I expected a much better services from you people.
Jo: Sorry sir. Please wait for some time, my senior will visit you and will surely assist you.
Mr. Jones: So I have to wait for another minutes for when your senior will visit me.
Mr. Jones: I have been waiting here for a long time since I ordered by items. How much will
it take more to get the food delivered?
Jo: It is cooking sir and will be ready in few minutes.

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Mr. Jones: the service quality of this café is going terrible and as I am coming here for the
last 6 years and the service quality is going down only.
Jo: no sir, not like that. Actually we are facing some logistic issues and challenges due to the
heavy rush in peak hours. This is causing issues in maintaining the desired service quality.
Mr. Jones: I am not at all bothered about your logistic failure. I am just expecting my order
getting delivered at time.
Jo: yes sir, the order will get delivered in few minutes.
Mr. Jones: And please look after these unruly diners. They are creating nuisance here and it is
difficult for others to spend time here in calm way.
Jo: sir they are having bulk booking today and are celebrating some occasions.
Mr. Jones: but still these celebrations should be in calm manner without creating disturbance
for others and why you are safeguarding these unruly crowds and their behaviors rather than
managing them?
Jo: No sir actually I am a trainee here and I am not authorized to manage these.
Mr. Jones: So, after few minutes of delay before getting seated and even delay in the ordering
of the food, a trainee came to visit me. This is ridiculous and not expected for a loyal
customer for me.
Jo: Sorry sir for your experiences but tries to understand that this is the only time you are
facing this. Your feedback is valuable for us and we will wk upon on your feedback.
Mr. Jones: enough of this. Now please try to delivery my food as soon as possible. I am
waiting for a while. I cannot wait for more.
Jo: yes sir. Let me check the status of your order. I will get back to you soon. Excuse me.

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Mr. Jones: Is the order not done yet? How much more I have to wait for my order?
Jo: Sir, it is done. Enjoy your food:
Mr. Jones: Still I want to put a compliant where I want to convey the my feedback.
Jo: Yes sir.
Role Play A2
Me: sorry sir for your experience. I have heard about the lack of support given to you. I am
extremely sorry for that. You are our one of the most valuable customers.
Mr. Jones: Do you have the idea that how much time I have to wait to get seated and to get
my food delivered? Is this expected?
Me: Yes sir. I reviewed each and every issue that you have faced. This is totally unwarranted
and unintentional. Again we are sorry for this and it will be ensured that this will not be
repeated in the future.
Mr. Jones: thanks for your response but please ensure that this can be avoided in the recent
future.
Me: Yes sir surely about that. However, I need to have some details about the issues being
faced by you as it will help us to further improve our service quality in the long term.
Mr. Jones: yes. The first issue that I faced is the non availability of any one from your side to
get me seated and I have to wait till I got seated. In addition, I asked for help and assistances
in choosing the food dishes. This was asked by me as I was looking for bulk booking for a
party. However, the one who seated me was unable to help me out in selection of the food
items.

4CUSTOMER SERVICE AND EXPERIENCE
Me: that was unfair. Anything more?
Mr. Jones: Yes. He told that he is a trainee here and thus will not be able to assist me. Even
after ordering my food, I had to wait for more time in getting delivered. This is also not
expected from you guys. I am visiting this café for the last 6 years and not have faced similar
issues.
Me: yes sir this is completely unnatural in our standard and is totally unintentional. Actually
sir, let me say you that the time when you visited was absolutely packed. We have not
experienced this number of footfalls in our business history and even we have not expected
that this will happen. Thus, in terms of logistics, we were not prepared for this, which is
completely our fault.
Mr. Jones: It is not expected that a loyal customer like me will face this type of service
quality issue.
Me: let me aware you about the fact that our company complaint policy is strict and considers
all the relevant factors associated with the customer service. I would like to assure you that
we will take care about each of the issue being faced by you and you will witness the
difference in our next visit.
Mr. Jones: Thanks for your actions. I will expect that the service quality will get improved in
my next visit.
Me: we have another thing to be communicated to you. You are one of the most valuable and
loyal customers for many years. It is our pleasure in having a customer like you who is
willing in improving our services. Hence, as a token of courtesy, we are providing you a
complementary dining service at your convenient time. Moreover, you can arrange your party
here and I am assuring you that you will have the best experience.

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Mr. Jones: Thank you. Will see you soon.

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B1
Establishing the business customer complaint policies
Based on the synergy of a travel company and the issue analysed as per the registered
customer complaint, the concerned company can set up its plans and procedures in the ways
mentioned below in the concern of dealing with the legal rules and regulations
 Listening to the feedback provided by the customers and taking faster and appropriate
actions on the same.
 Developing better communication as well as business communication with the
customers.
 Compensating the customer for trouble caused to the same.
 Managing the case into depth by understanding the concern of the customer.
 Refunding the amount paid by the customer so that a legal case of fraudulence is not
registered against the company. The refund will make the customer feel that the
company had done the mistake unknowingly and not to fraud the customer on money.
 Analysing the root cause that led to the problem and trying not to repeat the same in
the future plans and processes of the organisation. The repetition of the same will not
only affect the brand image of the travel company but also affect the customer loyalty
and therefore the profit-earning capabilities.

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B2
Complaint Register Template
Date: 13/05/2019 Time Compliant Received: 5.46 pm
Company Name: ACA Café
Contact Name: Mr. Jones
Contact: (Author Note) Email: (Author Note)
Staff Member Served: Waiter and Receptionist
Statement of Issue: Being a loyal customer since last six years, I was not treated and hosted
well on the date and time mentioned in the complaint register. The receptionist was not
replying in the manner he has to. He was rude and asked me to wait unnecessarily. This
delayed the booking of the seats I wished to. Moreover, after this the waiter was also not
responding properly. He was delaying to take the order and I had to wait long to give my
order. In addition to this, the food delivered was cold and the same was also delivered late.
Being a loyal customer and visiting the café for the last six years and receiving this kind of
service is not accepted from the people. This is really annoying and the matter should be
looked forward to as soon as possible.
Request Approved: ____ Request Not Approved: _____

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B3
Professional and personalised customer service experiences
Internal Customer Expectations Recommendation
Waiter  Timely receiving of
the order.
 Polite behaviour.
 Timely providing
the desired order.
 Ensuring that the
waiters are
effective enough to
take the order from
every new
customer entering.
 Ensuring that the
order is placed as
fast as possible so
that the same is
delivered on time.
Receptionist  Warm Welcome.
 Polite Behaviour.
 Recruiting a
professional
receptionist.
 Training the
employee with
soft-skill
development
courses on how to
treat and welcome
the guests.

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External
Business Clients  Professional
behaviour from all
the employees of
the company.
 Specially organised
tables as the same
are pre-booked
when it comes to
business clients
visiting a café or
restaurant.
 Timely order taken.
 Waiters asking for
the concerns of the
clients in between
the time they are in
the café.
 Timely providing
the order to the
clients.
 Food should be
served fresh and
hot or cold as the
 Ensuring that the
professional and
the experienced
waiters deals with
the business
clients.
 Leveraging the
employees with
required amount of
training and
development
programme as and
when required.
 Setting up the
environment of the
café in a
professionalised
manner that would
grab the attention
of the clients.
 Effective
communication
process that would

10CUSTOMER SERVICE AND EXPERIENCE
nature of the same
suggests.
not delay the plans.
Loyal Clients  Order taken timely.
 Order delivered
timely.
 Polite behaviour.
 Fresh food.
 Quick responses
 Trained employees
to deal with the
clients.
 Ensuring no delay
in the orders by
maintaining
effective
communication
process and speed
of work.

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