SITXCCS008 - Analyzing Customer Service at Cape Lighthouse Restaurant

This case study evaluates the customer service practices at Cape Lighthouse Restaurant, focusing on the implementation of reservation, accessible customer service, and grievance redressal policies. It details the organizational considerations, privacy measures, training programs, and controlling mechanisms involved in each policy's execution. The report also covers communication strategies with staff, including upfront policy introductions, feedback solicitation, and comprehensive training. Furthermore, it examines the monitoring and evaluation processes, emphasizing the establishment of critical limits, documentation systems, impact assessments, and corrective actions. The evaluation of service instances, including reservation handling, customer service delivery, and grievance management, is thoroughly discussed, highlighting what worked well, areas needing improvement, and the involvement of staff in the evaluation process. The document concludes with a summary of the findings and recommendations for enhancing customer service quality at Cape Lighthouse Restaurant. Desklib provides access to similar solved assignments and past papers to aid students in their studies.

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SITXCCS008_DEVELOP
AND MANAGE QUALITY
CUSTOMER SERVICE
PRACTICES
(ASSESSMENT 3)
A Case Study based On
“Cape Lighthouse
Restaurant”

Contents
Introduction......................................................................................................................................3
Task A Implementation of developed policy and procedures.........................................................4
Policy 1 - Reservation policy.......................................................................................................4
Policy 2 – Accessible customer service policy............................................................................5
Policy 3 - Grievance redressal policy..........................................................................................6
Task B Communication regarding policies with staff.....................................................................8
Task C monitoring and evaluating the service provisions...............................................................9
Task D Evaluation of service instance...........................................................................................11
What worked well..........................................................................................................................12
What needs Improvement..............................................................................................................12
How you have evaluated each policy you have implemented.......................................................13
How was staff involved for the purpose of evaluation..................................................................14
Implementation of each identified change required into the following service instance..............14
Conclusion.....................................................................................................................................19
References......................................................................................................................................20
List of Figures
Figure 1 Reservation policy.............................................................................................................4
Figure 2 Customer services policy..................................................................................................6
Figure 3 Grievance redressal policy................................................................................................6
Figure 4 Communication with staff.................................................................................................9
Figure 5 monitoring process..........................................................................................................10
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Introduction
The report has been prepared for `Cape lighthouse` in order to evaluate the policies and
procedures they have developed. A critical view towards the implementation of policies and
procedures has been presented. The report also includes communication of policies to the staff
and further provides information on the efficiency of the changes brought up. The possible
feedback and analysis as per the feedback has been discussed. For the evaluation criteria of each
policy, the judgment has been made with five questions: what worked; improvements required;
the evaluation; involvement of staff in evaluation and implementation of the required changes.
Each sections submits it`s own point of view in detail and with accordance to the industry type.
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Task A Implementation of developed policy and procedures
Policy 1 - Reservation policy
The reservation policy is the policy where staff of the organization takes bookings from the
valuable customers. This reservation policy implementation follows the following points:-
 Organizational Consideration:- For implementing the policy and the procedures the
consideration for the organization is the necessary step to be taken which involves the visible
support from the Board of Directors or the owners of the restaurant. The core values regarding
the human rights should also be considered. Plain and clear language should be there. All the
staff members of Cape Lighthouse should be aware about their duties.
 Privacy and confidentiality:- These two are the main elements when implementing the
reservation policy. This involves that one person for the one activity should be responsible. For
example:- Taking the booking only one person should be responsible which can helps in
decreasing the misunderstandings.
 Training:- For taking the bookings from the customers training to the staff members should
be given so that they can easily provide them reservation services.
 Controlling:- The last step is to controlling the overall reservation policy implementation
process that everything has done in the desired manner or not (Gregorash, 2016).
Figure 1 Reservation policy
(Source: Author, 2020)
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Organizational consideration
(Visible support regarding
reservation policy from
owners)
Privacy and Confidentiality
(one person should be
responsible for reservation
details)
Training
(various training programs to
train the staff about
reservation)
Controlling
(Controlling of overall
reservation policy
implementation process to take
corrective actions where
needed)

Policy 2 – Accessible customer service policy
The accessible customer service policy involves the services provided to the customers which are
needed. This policy implementation involves the following points:-
 Determining the customer needs:- For implementing the customer service policy it is
necessary for Cape Lighthouse to determine the customer needs what they want actually from
the restaurant. The restaurant should provide good quality food, less delivery time and good
behavior of staff. Determining the customer’s needs is the main aim or goal of the company
which helps in ensuring the company success and the failure details.
 Discussing the mission statement:- Next is to create the vision and also the mission
statement for achieving the goals of the organization which involves the customer satisfaction
also. This step is necessary to be introduced as the main aim of any restaurant is to provide
good customer satisfaction so that the growth of the company can easily be ensured. This
involves all the essential details regarding the customers.
 Providing the policy details to staff:- After discussing the mission statement with the staff
next is to provide them all the policy details which are necessary for them. This involves all
the policy details regarding the customer service such as taking the orders, providing them all
the delivery on time, do not misbehave with them.
 Train the employees accordingly:- The next step is to train the employees according to the
policies as they have to provide them good services in terms of the delivery, order takings and
greeting for the welcoming or leaving the customers which will be helpful for the people in
providing them quality services (Alhelalat et al., 2017).
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Figure 2 Customer services policy
(Source: Author, 2020)
Policy 3 - Grievance redressal policy
The grievance redressal policy involves all the aspects of customer’s complaints solving process
which is essential for Cape Lighthouse. This involves the following points:-
Figure 3 Grievance redressal policy
(Source: Author, 2020)
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Determining the
customer needs
(Quality services)
Discussing the
mission
(customer
satisfaction)
Providing the
policy details
(policy terms with
staff)
Training to staff
(behave properly
and provide
delivery on time)
Plan Implement Evaluate

 Plan:- The planning for the grievance policy is the necessary step which should be taken in
this normally the issues related to the misbehavior with the customers, any kind of
inconvenience faced by them and also the improperness of the services provided to them are
involved. This step helps in implementing the overall process in the organization so that the
essential steps can be taken for the policy implementation.
 Implement:- After planning all the essential aspects of the grievance handling process of
customers next is to implement that steps and the implementation of the Cape Lighthouse
policies involves training to the staff, communication with the staff members of the restaurant
so that they can be able to provide the services to the customers as per the given guidelines or
maintained policies and procedures.
 Evaluate:- The next step in the grievance handling is to analyze all the overall process so that
the grievances can be handled easily by following the policies. This evaluation of the
particular policy helps in analyzing the overall process (Lewin, 2020).
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Task B Communication regarding policies with staff
For communicating with the staff regarding the policy and procedures Cape Lighthouse should
follow the following process which involves:-
 Inform employees up front:- The first step is to introduce all the policies and procedures
with the staff of the Cape Lighthouse. In this step the employees should be informed about all
the policies with are being implemented in the restaurant so that all the requirements can
easily be made with the help of the employees. This step is essential in the communication
with the employees so that all the requirements can easily be fulfilled of the companies.
 Asking for the feedback:- The next step is to ask the feedback about the policies and
procedures developed by all the management staff so that the various kinds of suggestions can
easily be taken with the help of all the staff. It helps in encouraging the morale of the
employees of Cape Lighthouse. Asking for feedback from the employees helps in increasing
the employee motivation which directly leads to the success of the Cape Lighthouse (Cuizon
et al., 2018).
 Introducing the final policies:- The next is to introduce all the final policies to the
employees of the organization as per their feedbacks. Their feedbacks are important in making
the decisions regarding the policies. After asking them for the feedback it is essential to
present all the final policies in front of them so that the results can get easily.
 Providing the training:- The next step after introducing the policy is to provide the training
to the employees where required. This can help in increasing the morale of the employees so
that the efficiency of the company can easily be increased. This step is essential in every
policy implementation because the training helps the employees in knowing all the activities
that is to be done in future.
 Go through with all the policies:- After giving them good training next step is to provide
them time so that they can go through all the available policies and procedures so that the
required goals can easily be achieved. Last is to introduce them with the policies and
procedures (Pratamawaty et al., 2019).
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Figure 4 Communication with staff
(Source: Author, 2020)
Task C monitoring and evaluating the service provisions
The monitoring and evaluation of the policies and procedures are necessary in terms of providing
the best possible services to the valuable customers of the Cape Lighthouse.
 Establishment of the critical limits:- For monitoring and evaluating of the service provisions
the main aspect is to measure the effectiveness and the service qualities that are provided to
the customers of the Cape Lighthouse. This step is essential in maintaining the control on the
overall policies and the procedures.
 Establishment of the appropriate documentation system:- The establishment of all the
documents which are related to the services provisions made for the Cape Lighthouse. This is
the essential part of any of the organization to establish the documents so that the proper
documentation for the implemented policies can easily be done which can help in monitoring
the overall process (Jarabe et al., 2017).
 Assessing the impact:- After establishing all the documentation and also the critical limits
that is essential to assess the impact of overall policies that are implemented. The assessment
of the impact is essential to knowing that the all over work is going as per the standards or
not. Basically it involves the gap between the standard activities and actual activities. For
example it helps in analyzing that the policies made for the customers in Cape Lighthouse
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Inform
employees up
front
Asking for the
feedback
Introducing
the final
policies
Providing the
training
Go through
with all the
policies

such as reservation policy, customer service policy and grievance redressal policy are going as
per the standards or not.
 Establishing the corrective actions:- This step helps in taking the action regarding the
analyzed gap between the standard quality and actual quality. This step helps in taking the
corrective actions for the problems that are found in the above step. This step helps Cape
Lighthouse in fulfilling the gap between standard and actual with the help of corrective
actions.
 Evaluation of the process:- The next step is to evaluate the overall process so that the actions
for the same can be made easily in the desired manner. The evaluation process of the Cape
Lighthouse has the different aspects that help it in maintaining the restaurant’s image in the
desired manner (Li et al., 2019).
Figure 5 monitoring process
(Source: Author, 2020)
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Establishme
nt of the
critical
limits
Establishm
ent of the
dcumentati
on system
Assessi
ng the
impact
Corrective
actions
Evaluatio
n of the
overall
process

Task D Evaluation of service instance
The evaluation of the services provided by the company helps in increasing the value of the
customers as well the Cape Lighthouse so that the changes can easily be made. These instances
involve the following:-
 Reservation:- The reservation in the Cape Lighthouse was not that much good and for that
many kind of services and also the policies are introduced that help the restaurant in
maintaining its goodwiil.
 Customer services:- The main aim of this policy making is to evaluate the performance of its
employees so that the staff can easily be trained through the various services.
 Grievance handling:- One policy for the handling of the grievances has also been made for
the customers so that their problems can easily be solved with the help of this policy.
The services can easily be evaluated through the process and also the feedback can be given for
the same which involves:-
 This can be said the bookings or the reservation policy has easily been identified with the help
of the reservation policy
 The customer service policy helped the customers in making their trust on the customers as
well as on the staff members of the firm.
 The grievance handling policy is the good policy which helped the overall restaurant in
making all the grievances handled and also to satisfy its valuable customers (Judina, 2020).
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What worked well
Reservation Policy
The reservation policy was implemented in a way that allowed the customers to reserve their seat
from online portal and the contact numbers available. A minimal reservation amount is to be
submitted, once received the staff selected especially for the process will give a call for
confirmation. When evaluated, this creates a two way communication and reliability.
Customer Service Policy
On evaluation, customer service policy guides the customer throughout the time spent with
restaurant in a written way. The work is efficient since the reservation amount, menu, minimum
time to serve an order and feedback guidelines are already stated to the customer. Customers
now choose the place absolutely with their analytical decision raising the goodwill. Introduction,
communication and monitoring customer service policy is based on ethical guidelines and
responsibility of restaurant towards Mr. and Mrs. Jones.
Grievance Redress Policy
Implementing a secure and efficient complaint system to the customer helps in building the
customer`s loyalty towards the organization. It also sets some standard that have to be met by the
restaurant while providing the services, unifying the efforts of all employees in one direction.
Communication is the ladder between this policy and customer satisfaction, inter-staff
communication and customer-staff communication provides an outline for growth.
What needs Improvement
Reservation Policy
The staff should not be selected but hiring of staff, trained specifically to manage the reservation
department has to be done. Customers expect to rely on a person assigned to them and provide
feedback accordingly. The implementation of this policy needs to be done with more efficiently,
the restaurant has the structure of reservation policy but there is lack of communication and no
active follow-up.
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