Enhancing Customer Service Experience at Muse Restaurant

This report discusses how Muse Restaurant is enhancing customer service experience through personalized and professional services, improved facilities, and add-on services. It analyzes the factors that impact service quality and customer satisfaction. The report also includes incident reports and meeting minutes related to service improvement.

Enhance customer service
experience

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
DELIVERABLE DETAILS ...........................................................................................................1
1.1 Incident report one ................................................................................................................1
1.2 Incident report two ................................................................................................................2
1.3 Incident report three ..............................................................................................................3
2.1 Meeting minute one ..............................................................................................................4
2.2 Meeting minute two ..............................................................................................................6
2.3 Meeting minute three ............................................................................................................7
PART A...........................................................................................................................................9
1....................................................................................................................................................9
2....................................................................................................................................................9
3....................................................................................................................................................9
4....................................................................................................................................................9
5....................................................................................................................................................9
6..................................................................................................................................................10
7..................................................................................................................................................10
9..................................................................................................................................................10
11................................................................................................................................................10
12................................................................................................................................................10
13................................................................................................................................................10
15................................................................................................................................................10
PART 2 .........................................................................................................................................11
1..................................................................................................................................................11
2..................................................................................................................................................11
4..................................................................................................................................................11
7..................................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES .............................................................................................................................12

INTRODUCTION
Customer is the king of the market and the business organization need to increase the
efficiency to provide the customer services enhancement which will help them to increase the
satisfaction level of the customers which will help the organization tom increase the productivity
and growth of market share will be done. The increase the market share will help the business
organization will improve the competitive advantage of the market. To the company also need to
understand the customer experience for the products and services they are provided the which
will help them to know the flaw and encourage the business organization to provide the solution
with the effective strategies. In this report there is a detailed information about the Muse
restaurant and what are the factors which impact the quality and growth of the restaurant. The
restaurant was established in the 2009 by the husband and wife duo in Australia.
DELIVERABLE DETAILS
1.1 Incident report one
Date 20/12/19
Complaint Poor service quality
Nature of
complaint
Service and behavioural complaint
Name of the
complainant
Mr. X Smith
Contact number 123-1456-789
Complaint detail:
Mr. X Smith and his family of 5 had reservation on evening of 19/12/2019. However despite
having reservation guests were asked to wait in waiting area for nearly one hour. Though the
guest made reservation a week ago but the information was not updated by front office desk
and as a result of this necessary arrangements of cleanliness were not made. Thus it took an
additional hour to set the table and other arrangements. Further the behaviour of staff was
disorganized and less cooperative and rude. They seem to be inattentive to guests which
resulted in highly dissatisfaction towards service quality.
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Steps to resolve
and respond
towards
complaint
Front office desk must be instructed to regularly update the reservation
records so that further arrangements can be made on time. The staff must
also be provided training to tackle such emergencies so that client does
not feel ignored or disrespected. To acknowledge the mistake instead of
showing inattentiveness to clients staff must have given some additional
benefits such as free dessert of complementary drinks while guests were
waiting.
Outcome Solved: Yes
After one hour client
arrangements were made along
with the apology letter to client.
Not solved
Escalated
complex and
unresolved
service issues to
higher level staff
for action
The issue of failure to update records on time must be forwarded to
technical team so that they can improve information system which enable
to automatically inform the per-booked reservation to front desk
executives.
1.2 Incident report two
Date 23/12/19
Complaint Food quality
Nature of
complaint
Service complaint
Name of the
complainant
Mr. John Wadra
Contact number 7777-888-999
Complaint detail:
2

The customer complained that on 22 December when he was having dinner at the restaurant
there was very rush at the restaurant. Thus all staff member were in hurry to serve all guests.
However the food served to Mr. John was cold and unseasoned. The complementary salad
was also appearing stale. When the manager was informed about the same only an apology
was made and it took nearly half an hour to replace the food items.
Steps to resolve
and respond
towards
complaint
It is challenging to provide quality services in the peak hours but the
service quality cannot be compromised. Thus before serving food to
customer it must be checked by quality team to ensure its quality and
suitability. Even after receiving the complaint no immediate attention was
paid to all aspects of poor food quality. Instead entire food must be
replaced immediately so that client's complaint can be resolved.
Outcome Solved Not solved
Customer issue of food quality was
not resolved. Only food items which
appears to be stale was replaced while
no attention was paid to seasoning or
taste of food.
Escalated
complex and
unresolved
service issues to
higher level staff
for action
The head chef and quality manager must be reported the event so that they
can identify the cause of the issue and can assure that what necessary
actions must be taken against such code of conduct. The authorities must
develop policy to strictly check food quality and necessary actions to
eliminate such events in future.
1.3 Incident report three
Date 27/12/19
Complaint Cleanliness and hygiene
3

Nature of
complaint
Service complaint
Name of the
complainant
Mrs Dellnaz Joseph
Contact number 4444-555-666
Complaint detail
As per the customer complaint the ambiance of restaurant was not pleasant. The tables were
sticky and washrooms were very dirty. The cutlery was also not cleaned properly giving a
disgusting and unhygienic impression. The menu card had stains of food on it and there was
unpleasant smell in the entire surrounding.
Steps to resolve
and respond
towards
complaint
There must be a quality check and customer feedback must be taken into
account. Regular cleaning audit must take place in the service providing
area. The table, cutlery, table clothes and washrooms must also be cleaned
and room fresheners must be used. The infrastructure of the restaurant
must also be improved so that the interior and ambiance can be made
comfortable and pleasant.
Outcome Solved Not solved
Complaint was not solved as
operational area needs a lot of
improvement in the service and
infrastructure.
Escalated
complex and
unresolved
service issues to
higher level staff
for action
Cleanliness and hygiene manager must take the issue into notice and
assure that cleanliness standards are fulfilled. Staff members must also be
trained so that they can have self awareness about their roles in
maintaining the good quality environment at service location.
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2.1 Meeting minute one
Date 28/12/19 Meeting Title: Service quality improvement
through improved role of front
office staff
Time 10 A.M. Attendees:
Front office executives, Guest service executives,
waiters
Location Front office
meeting room
Chair: General manager
Minute taker: Front office
manager,
Customer service
manager
Agenda:
Item Topic Presenter Duration
1 Reservation records
and policy to upgrade
them.
Front office manager 15 minutes
2 Behaviour of staff
members
Customer service
executive
10 minutes
3 Accountability and
management of guest
attenders
Customer service
executive
5 minutes
4 Roles and
responsibilities of
front desk officers
Front office manager 20 minutes
5

5 Services to be made on
reservation or
advanced bookings
Front office manager 10 minutes
Discussion:
The roles and responsibilities of front office desk and guest service executive were discussed
in meeting. Further all attendees were also informed that what arrangements they have to
make for the advanced booked tables.
Conclusion:
It can be concluded that customer service can be improved only when needs of guest are
prioritized and they are treated with respect, dignity and full attention.
Next meeting:
Closing meeting notes:
Whenever reservations are made then the information must be updated in the records so that
last minute havoc can be avoided. The staff must have accountability and suitable behaviour
towards the guest so that they does not feel inattentive or disrespected.
Minutes saved at Minutes are saved at the employee portal of each staff
member so that they can review at any instant of the time.
2.2 Meeting minute two
Date 28/12/19 Meeting Title: Food quality inspection and control
Time 11 A.M. Attendees:
Kitchen staff include chefs and helpers, food servers
and customer handling staff
Location Kitchen area
Chair: Food quality
control head
Minute taker: Chief kitchen
chef
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Agenda:
Item Topic Presenter Duration
1 Food quality Chief kitchen chef 10 minutes
2 Food hygiene Chief kitchen chef 5 minutes
3 Facilities cleanliness
and hygiene
Chief kitchen chef 2 minutes
4 Requirements of
customers
Chief kitchen chef 5 minutes
5 Quality control Chief kitchen chef 5 minutes
Discussion:
Suitable discussions were made that how food quality can be maintained both during food
preparation and serving. Thus along with chefs, food servers must also pay attention to this
aspect. A detailed discussion was also made regarding special food preferences of clients and
cleanliness of facilities which can affect food quality and customer satisfaction.
Conclusion:
It can be concluded that there is need to maintain high quality and safety standards for the
product and services. Thus emphasis must be paid to criteria such as hygiene, quality and
customer needs.
Next meeting:
Closing meeting notes
Food quality and hygiene is the foremost criteria affecting decision of guests. Thus no
compromise should be made in terms of food quality and requirements of customers so that
there is no difference in the food served and food expected by the customer.
Minutes saved at Kitchen display board
7

2.3 Meeting minute three
Date 29/12/19 Meeting Title: Facility management
Time 1 P.M. Attendees:
Guest service executives, cleaning staff, facility staff
members
Location Meeting room
Chair: General manager,
Operational
manager
Minute taker: Customer service
head
Agenda:
Item Topic Presenter Duration
1 Available facilities Customer service head 5 minutes
2 Quality check Customer service head 5 minutes
3 Common service
issues
Customer service head 15 minutes
4 Improvements in
facilities
Customer service head 10 minutes
5 Facility management Customer service head 3 minutes
Discussion:
Different complaints regarding facility management and improvement needs were discussed.
It was also discussed that how services can be improved and their quality can be checked.
Conclusion:
From the meeting conclusions were drawn that complaints regarding unsatisfactory services
have been increasing and thus there is need to pay attention to facility management aspects.
The improvements in different facilities provided by organisation must be maintained up to
high quality standards so that customers can enjoy the services. The poor quality of facilities
8

affect the surrounding environment and customer perspective towards the services. Thus
service improvement is needs in facilities along with the food quality and service delivery.
Next meeting:
Closing meeting notes:
Facility services play key role in service quality and thus services such as interior, wash-
rooms and cutleries must meet quality standards and related specifications.
Minutes saved at Tablet of each attendee
9

PART A
1.
Muse restaurant have analyzed that there are many factors which can increase the quality
of the services for the customer to improve the satisfaction level of the restaurant. As the
restaurant have introduced the marketing strategy in which they have increased the quality of
services for the customers according to the income level so that the restaurant can attract more
customers of every social class of the population.
2.
The personal services will be charged extra and also need to have more effective
strategies and the employees in the services must have the potential to increase their skills and
knowledge which will help them to satisfy their customers and the personal services in the
restaurant are generally referred as butler as they are the personal assistant of the customers and
do all the routine only the specific time.
3.
The professional services are also important for the restaurant as it increase the ethics and
ethos of the employees which increase the healthy work environment of the restaurant(Wilson
and et.al., 2016). Muse restaurant have to increase the efficiency of the work environment to
improve the professionalism in their services as it will help to attract new customers and make
more loyal customers of the restaurant.
4.
The customers need to have the effective knowledge about the products and services
which the restaurant offered to them as it will help the to save the money and also help them to
satisfy their need according to their willingness to pay for the services. (Cook, 2017)
5.
The most important expectation of the customers that muse restaurant have analyses in
the customer services experience analysis that the customer expect no cues for get to eat and the
ambiance of the restaurant should be good and soothing. The food should be hygienic and also
all the services which be fast.
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6.
Professional services increased skills and knowledge about the food and services which
will increase the experiencing of the customers (So and et.al., 2016) . The personalized services
help the restaurant to proved the personal carve to the customer and increase the efficiency of the
customers effectively with better profit margins.
7.
Muse restaurant have also provide the add on services to the customers like extra dish
and welcome drinks which also helped the customers to increase the satisfaction and become
loyal to the restaurant.
9.
Muse restaurant also have partnered with many delivery agencies which provide food at
home at very low cost by this the restaurant also increases the seals and provide better services to
the loyal customer at their home. (Mustak and et.al., 2016)
11.
The customers can have the hygiene [food problems in the restaurant and also the
restaurant can have the cues which is not liked y any customers even if they are the loyal to the
restaurant. Muse restaurant have formulated the strategy by adopting the technology which help
the customers to know the quality of food and also Que status so that they can increase the
satisfaction.
12.
Muse restaurant had formulated the refund of delay policy in which if the food reach the
customer cold then the money will be returned to the customers and they can also ask for new
dish also this will help the customers to improve the trust on the restaurant.
13.
The customers can also eat the food at the fast food joints which does not take much
times for processing the food and it also cost very less. It is made for customers which have less
time and have to refill their stomach.
15.
The feedback of the customers is very important aspect which the Muse restaurant does
ad it helps the restaurant to know the challenges and issues which they face in the customer
satisfaction and increased profitability. (Mustak and et.al., 2016)
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PART 2
1.
The questioning techniques will enables the restaurant to understand the issues which the
customer have, they can also learn what suggestions they need to improve the services of the
restaurant,. The employees also need to be cooperative in this process to make the customer feel
comfortable. (Noe and et.al., 2017)
2.
The customers will create better bonding and relations with the restaurant this will impact
the future sales of the Muse restaurant.
4.
The restaurant have adopted the lean management strategy which will decease the cost
and increase the efficiency of the restaurant and make the low price to increase the customers
attraction.
7.
The internal feedback are also very important as it helped the restaurant analyze the
efficiency of the employees as the main resources of the business if the human resources and
they need to be trained properly to provide the best outcome and increase the quality of the
services and products which are offered in the Muse restaurant. (Müller and et.al., 2016)
CONCLUSION
This report concludes that muse restaurant had analyzed the different internal and
external factors of the business environment to achieve the objectives of the restaurant and
increase the productivity. Muse restaurant also adopted some management techniques and
strategies to address the issues of the customers and provide them better services to increase the
satisfaction level and customer loyalty of the customers.
12

REFERENCES
Books and Journals
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Hassan, R.S. and et.al., 2015. Effect of customer relationship management on customer
satisfaction. Procedia economics and finance. 23. pp.563-567.
Müller, O. and et.al., 2016. Using text analytics to derive customer service management benefits
from unstructured data. MIS Quarterly Executive. 15(4). pp.243-258.
Mustak, M. and et.al., 2016. Customer participation management: developing a comprehensive
framework and a research agenda. Journal of Service Management. 27(3). pp.250-275.
Noe, R.A. and et.al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
So, K.K.F. and et.al., 2016. Enhancing customer relationships with retail service brands: The
role of customer engagement. Journal of Service Management. 27(2). pp.170-193.
Wilson, A. and et.al., 2016. Services marketing: Integrating customer focus across the firm.
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