Managing Quality Customer Service at Pret A Manger

The assignment consists of four sections: describing an instance where human resources can be used effectively to provide quality services and products, creating a list of physical resources that can contribute to providing quality customer service, explaining an instance where time can be used effectively to provide high-quality products and services, and outlining an effective decision-making process. The assignment also includes a list of typical pieces of information that may need to be included in a service delivery report and a discussion on the Australian Privacy Principles.

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MARKER’S COMMENTS GRADE

of Business
BSBCUS501 Manage quality customer service
Assessment 3
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of Business
BSBCUS501 Manage quality customer service
Performance objectives
To provide an opportunity to:
• develop and use strategies to monitor progress in achieving product and/or service
targets and standards
• develop and use strategies to obtain customer feedback to improve the provision of
products and services
• develop, procure and use resources effectively to provide quality products and
services to customers
• overcome problems and to adapt customer services, products and service delivery in
consultation with appropriate individuals and groups
• manage records, reports and recommendations within the organisation’s systems and
processes
Case Study: Pret A Manger
Pret A Manger is an international sandwich shop chain based in the United Kingdom, commonly referred to
simply as "Pret". Founded in 1983, Pret currently has approximately 500 shops in nine countries.
Pret head office staff have to work two weeks in a shop before they take up their duties. This trial period is
an important part of Pret culture. Each team makes the sandwiches it sells and they like to have a say in
the selection of new team members. The success of a shop totally depends on teamwork. To make the
point, the entire team receives a bonus worth about £30 a week if the shop scores well in the weekly
‘mystery shopper’ report. Under-performers stand out and teams don’t want them. In a sense there is a
social contract between members of a team rather than between the company and each employee.
The culture of frequent, objective feedback is very strong. Besides the mystery shopper, stores are
regularly audited financially, for health and safety, hygiene and food quality. Managers receive annual 360-
degree feedback, which is not related to their pay, but is used as a means of self-development.
Whenever a team member is mentioned in one of the hundreds of positive customer letters that are
wallpapered in Pret reception, they receive a prestigious Tiffany star to wear on the uniforms as well as a
mention in the Pret Star newsletter. Everyone in head office works at least one day in sixty making
sandwiches and serving customers and all the trainers, both in-store and at HQ, have worked their way up
through the ranks.
Business
BSBCUS501 Manage quality customer service

The feedback culture is matched by one of individual recognition and team rewards. Bruce Robertson,
Pret’s Head of HR, says that the number one reason for their success is the company’s attitude towards
their people – “They’re individuals! You have to allow them to express their own personality.” Ewan
Stickley, Head of Training agrees. He recalls when he was a manager in a Pret store that the nicest thing
anyone said to him was “I like coming here because I get served by human beings.”
The staff salaries are above average in food retail and a package of bonuses, benefits, training and career
progression make it attractive for good staff to remain with the company. One example of this seemed
very valuable – whenever a team member graduates through one of the training programs the company
runs, they are given £50 of vouchers to give away to other team members who helped them with their
training. Perhaps as a consequence of all this, team member turnover is around 90% a year – which sounds
awful but is very impressive compared to an industry average of 250-280% – and a turnover among
managers of around 14%. In a Times newspaper survey of the best companies to work for in the UK, based
on employee feedback, Pret came 10th, ahead of some very well-known blue-chip companies.
There is endless attention to detail. Every sandwich has to be picture perfect. Team members reject a lot
of sandwiches and ingredients during the day. Every person on the team is trained in how to weigh out the
ingredients, to follow hygienic practices, how to follow the recipe cards to make the sandwiches.
They make the sandwiches incredibly quickly. There’s a real rush, accompanied by a loud radio beat, to get
enough sandwiches out in time to open the shop. The baristas are also experts A couple of customers were
obviously well known to the staff because it seemed as though the barista had made their coffee before
they asked for it. The rule is that each coffee has to be served within sixty seconds of the order. When the
busy bell rings, people come up from the kitchen and get to work behind the tills, smiling and greeting each
customer in a really friendly way. The store manager, Anson Read, himself a five-year Pret veteran, says:
“At the end of the day, all we do is sell sandwiches. What really matters is the service. People can see
through the image – they judge you by what you do.”
Business
BSBCUS501 Manage quality customer service
Assessment 3a

i. Discuss at least four (4) methods that Pret A Manger could use for monitoring progress in achieving
product and/or service standards.
1. Customers feedbacks
2. Employees self assessment form for evaluating performance improvement
3. Comparison of sales figures
4. Staff members are seriously working on complaints and feedback or not. f
ii. Provide an overview of customer relationship management. (80-100 words)
It is necessary for Pret A Manger to maintain the healthy relationship with customers. Only then
organisation will gain success in terms of profits and customer retention. The customer retention is possible
only when quality services are provided and they are emotionally connected with organisation.
Considering the feedbacks and suggestions of customers with seriousness and dedication will
create a positive impact of Pret in customers mindset. The success of an organisation depends on customer
relationship. If these relations are built strong then customers stay connected for longer time while
encouraging other customers.
Business
BSBCUS501 Manage quality customer service

iii. You are the Pret A Manger customer service manager. Explain a time when you have monitored
feedback and used it to influence change in order to meet product and/or service standards. (50-80
words)
At once one of the customer gave feedback that taste and quality of sandwiches will be increased if they
are prepared freshly and instantly when customer gives order. By considering this it was made essential
policy of the organisation to establish a kitchen with every store so that only fresh products are delivered.
With this feedback implementation Pret has managed to attract good number of customers who prefer
fresh salad and sandwiches.
Business
BSBCUS501 Manage quality customer service
Assessment 3b
i. List four (4) ways that Pret A Manger could gather customer feedback.

1 Feedback forms
2 Live interaction with customers
3 By placing feedback registers at entrance and exit
4 Monitoring of customers
ii. In which ways may organisations receive customer complaints? List three (3) ways.
1 Via comments section on website
2 Complaint box at stores
3 Direct interaction with customers
iii. List five (5) strategies that Pret A Manger could use to deal with customer complaints.
1 Identification of reason of complaints
2 Remedies to resolve the complaints
3 Regular monitoring of services
4 Feedback and suggestions from customers
5 Discussion with staff members
Business
BSBCUS501 Manage quality customer service
iv. List four (4) things that, as Pret A Manger customer service manager, you should pay particular
attention to when analysing feedback.

1 To compare the long term benefits and disadbantages of changing feedback into
implementation.
2 Possible causes for issues
3Strategies which can bring better results by implementing feedback.
4 Monitoring measures to ensure that feedback is implemented properly
Business
BSBCUS501 Manage quality customer service
Assessment 3c
i. Describe an instance where you could effectively use human resources to provide quality services and
products to customers. (30-50 words)

If staff members work in proper coordination then preparation time for sandwiches can be minimized. The
emotional connectivity of customers with employees can also make them connected with organisation for
long.
ii. Create a list of at least ten (10) physical resources that could be used within Pret A Manger to
contribute to providing quality customer service.
1 Air conditioners and ventilation facilities
2 CCTV cameras including kitchen display
3 LED display describing status of orders
4 Comfortable sitting and rest rooms
5 Feeding rooms
6 Special facilities for physically challenged and senior citizens
7 Modern equipments for preparing orders
8 Pleasant and comfortable interior
9 Danger alarm system and emergency exits
10 First aids
Business
BSBCUS501 Manage quality customer service
iii. Explain an instance where you, as Pret A Manger customer service manager, could use time effectively
to provide high-quality products and services to customers. (30-50 words)
During the time when order is getting ready, staff members can complete the preparation related to
serving or initial preparations could be done of next order. It will save time for upcoming processes.

Business
BSBCUS501 Manage quality customer service
Assessment 3d
i. Outline an effective decision-making process. (50-80 words)
For transforming any decision into implementation, all factors must be considered, which will affect the
organisation. Decision-making must consider factors like cost, available resources, it’s possible outcomes in
both cases of success or failure, possible remedies in case of failure. Decision-making must involve
organisational welfare for long term.
ii. List three (3) appropriate individuals or groups that you may involve in the decision-making process.
1. Customers
2. Employees
3. Management and financial resources of Pret

Business
BSBCUS501 Manage quality customer service
Assessment 3e
i. List three (3) typical pieces of information that you may need to include in a service delivery report.
 Customers feedback and suggestions
 evaluation of service time
 Issues in ensuring fast service
ii. What do the Australian Privacy Principles which are found under schedule 1 of The Australian Privacy
Act 1988 cover?
(30-50 words)
These principles cover the privacy rights of citizens. The Australians have the right to know that why
organisation is collecting their information and for what purpose it can be used. It is to ensure that
information is not misused.
iii. What could Pret A Manger’s policies and procedures be for the management and storage of records
and reports? (50-80 words)
The organisation can use customer relation management systems to maintain the records and for
generating electronic reports. . It will also facilitate the easy handling and accessing of records. These
database systems will not only boost speed but will also help to analyse the customer's feedback and

customer retention rate. The database system will make data handling more convenient and easy for Pret
A Manger.