BSBCUS501 - Customer Service: Analyzing Customer Experience & Quality

This case study presents an analysis of customer service experiences, contrasting a positive experience at the Royal Cottage in the Maldives with a negative one at Sam’s Kitchen. The Royal Cottage provided excellent service through attentive valet and room service, prompt responses to requests, and polite, professional staff. The staff's non-verbal communication, including positive body language and eye contact, enhanced the experience. In contrast, Sam’s Kitchen suffered from slow service, lack of attention to customers, and a critical hygiene issue with contaminated food, resulting in a negative customer review. The case study highlights the importance of quality control, staff training, and effective communication in delivering exceptional customer service. Desklib provides a platform for students to access similar solved assignments and past papers for academic assistance.

Customer service
Experience
PRESENTATION

Sharing time of excellent customer
service
 Once I went on a vacation and booked a hotel called Royal Cottage in Maldives.
Hence, I’m going to share my experience which I had during the stay. I booked
the hotel for 3 days. So, when I arrive at the hotel, I saw a valet coming towards
me to accompany me to my room and carry the luggage. After 1 hour of staying in
the hotel room, the room service staff came for clean up. In every,3 hours, the
room service staff used to come for clean up. I did not have to pay any additional
charges for room services and cleaning. I was given a telephone to contact the
receptionist. So, I used to call them for any particular service I require. It would
hardly take 5 minutes to provide me the item. I gave them five stars for services
and food tagged the hotel name in my Facebook profile.

Sharing the time of bad experience of
customer service
 Two years back when I used to work as an intern in a management consultancy
firm, I discovered a restaurant decorated nicely with eco-friendly ambience such
as greenery and trees. So, I and my few colleagues decided to visit Sam’s Kitchen
which was located near my office. After getting in the restaurant, we waited for 30
minutes looking for any staff member to approach for food. Even, the none of
table is provided with menu card. So, we decided to inform the senior staff
member who was sitting in the 2nd floor of the restaurant. We explained the issue
and asked the manager to send a member to take our order. However, 15 minutes
of informing, the finally we were delivered the food items. However, when we
started eating the burger, one of my colleagues found a bee is stamped with the
tomato sauce given in the burger. It went beyond our tolerance, so we left the
place and paid the bill but gave a very negative feedback on social media
channels.

Communication style of the staff
member of Royal Cottage
 It is worth mentioning that all staff members at Royal Cottage was extremely nice
and approachable. The receptionist was communicating in a polite and
professional manner. Whenever I pass through a member I see smile on their face,
which increases the confidence of the visitor to ask any question or for help. The
staff members were experienced enough to respond to my broken question.

Explanation on Non-Verbal
Communication
 I had a great experience at Royal Cottage beaus their services and staff members are extremely
nice and professional. During the interaction of the staff members, I observed a polite voice
pitch and eye contact. Each member used to carry a smile on their face which make me feel
confident about asking any question regarding service. The staff members used to maintain a
body movement and positive gesture during the conversation. According to my experience such
non-verbal communication is comprehensible enough.