Enhancing Customer Service Experience at Muse Restaurant

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.
1

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