SITXCCS007 Enhance customer service experiences

SITXCCS008 Develop and manage quality customer service practices

ASSIGNMENT 3

April Rose Kabigting

10014

Based on the experience gained during your work placement, over the period of
10 weeks, in the space below, you are required to write a brief summary covering the
following points:

1. Describe in details the roles and responsibilities of management,

supervisors and operational staff involved in providing quality service;

2. Provide examples of THREE different customer complaints that you solved.

Explain the conflict resolution techniques used to resolve each of them
according to organisational policies and procedures;

3. Provide examples on how you obtained informal customer feedback on level

of service ;

4. Give examples of situations when you provided service to customers with

special needs or disabilities including special requirements involved;

5. Provide 3 examples of promotional items or initiatives that you used in your

service area (e.g. loyalty programs). Explain how these were used
effectively;

6. Provide examples of situations on how management set a positive example

for customer service.

7. Provide examples on how you effectively communicated with internal and

external customers, including any with special needs.
WORKPLACE DIARY
Week 1 – Date: 21/01/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

Box Hill RSL Inc. as a big company has a lot of manpower. It’s hierarchy of
management comes from the President of the company up to its staff. All changes in
management and the policy procedures are needed to be passed on and have
approved by the individual sectors up to the President.
In the restaurant/bistro section, we have general managers, head chef, sous chef and
all the operational staff.
Our general managers are responsible for hiring applicants, letting employees go,
training new hires, overseeing general restaurant activities, and working on marketing
and community outreach strategies. They may also help to set menu prices and
purchase supplies.
Head chef is responsible for every aspect of the food that is prepared and served.
They are the one creating menus, managing kitchen staff, and making sure that food
leaving the kitchen is up to standards. They also act as supervisors.
Sous chef is the second-in-command in a kitchen. Like executive chefs, sous chefs
are held to very high standards. If the executive chef is off duty, the sous chef is
responsible for keeping the kitchen running as usual. Sous chef also trained us and
teach us some of the bistro’s recipes.
The operational staff of our bistro help ensure that the kitchen is compliant with health
codes, and create drink menus that pair well with entrees. Also, for taking orders in a
friendly manner, reporting orders to the kitchen, and calculating the bill, servers play
an essential role in any restaurant.
During this week, I was doing larder section. I was thought the basic preparations,
mise en place, and some recipe that I need to know for my section.
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Week 2 – Date: 28/01/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

On my second week, we encountered some complaints from customers which are:

A customer complaining about late food service. In response to this, as per policy, we
investigated the lead times, re-prioritized delivery schedules, made the customer feel
that their concern is heard. Also, we did record and categorize the customer complaint,
resolve the complaint according to the policy and follow up with the customer to make
sure they are satisfied.
A customer complaining about foul food. The same as stated above, proper complaint
handling according to the policy procedure was done. A replacement item was offered
to the customer as an apology. Staff meeting was conducted to kitchen staff so that
no such event can happen again especially that the latter might cause harm to other
people.
A customer complaining about bad customer service; impoliteness of staff. Develop
and use disciplinary procedures. Rotate staff to more suitable duties. Review
recruitment and selection procedures. And all other necessary action of discipline
written in the policy of the company must be applied for this problem.
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Week 3 – Date: 04/02/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

On the 3rd week, I was more familiarized with the feedbacks especially that we have
been having some informal feedbacks from the previous weeks. Those informal
feedbacks were given through: Customers expressing during phone call conversation,
emails and social media accounts related to RSL, and a face-to-face conversation with
the latter.
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Week 4 – Date: 18/02/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

When it comes to service delivery to the customers with special needs, RSL has
council approved facilities for it. For example, it has a wide space in a designated area
in the restaurant for customers in wheel chair so that they can have enough space to
move around. Ramps are also available in the entrance and in some hallways.
Also, this week were praised for being hands-on to a disabled customer by providing
a staff who will personally look after her.
We also did a function menu for lactose intolerant and vegetarian customers, Halal
food for Muslims.
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Week 5 – Date: 25/02/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

Membership card. Provides access to restaurant service. It can be an annual
membership or monthly membership. A supplementary card. Special pass to the
restaurant with discounts given to customers with valid complaints Loyalty program.
Provides discount and loyal customers get the first hand news on what is new in the
menu
Discount card or supplementary card- Given to unsatisfied customer or to customer
with bad experience to make up for the latter
Providing return policy. Return policy when customer is not satisfied with the food that
they get
This week, I was rotated to the fryer section and was training a newly hired staff on
how to do the larder section
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Week 6 – Date: 04/03/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

During some customer complaint, the manager showed professionalism in handling it.
He showed to everyone how to us the proper handling by: acknowledging the
complaint, inform the customer that you are taking action, record and categorize the
customer complaint, resolve the complaint according to the policy and follow up with
the customer to make sure they are satisfied.
In the end, the customer was really was satisfied with the service and the
compensation given especially that knowing his complaint was heard.
This week, since one of our chef will be going on a holiday, I was asked to observe
the pan section and service timing in case I will need to do it next time.
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Week 7 – Date: 11/03/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

This week, we have to do a big function but not just an ordinary one. We have different
types of customer with different allergen and special dietary requirements that we need
to consider. As a team, we brainstormed for new ideas on how we can make the
function food a service suitable for our customers and that all their needs are covered
with the food that we are to serve.
Also, I learned that it is important to respect customer's need and preferences with
food and ask them always what they would like to have.
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Week 8 – Date: 18/03/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

This week we received heaps of allergen and dietary requirement from our customers
such as gluten-free, lactose intolerant, a customer with diabetes. The bistro
responded by being flexible with the changes in the service and delivered the meals
ordered by the customers which was commended by the latter.
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Week 9 – Date: 25/03/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

This week, we received a phone call from a satisfied customer that she will be bringing
more colleagues to the bistro because of our great food and service. This customer
just recently acquired a membership card as well.
I was moved to the pan section for training.
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Week 10 – Date: 01/04/2019

Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

A customer complaining about wrong food served. Apparently, a customer who

ordered the carrot cake has a nut allergy. The carrot cake that we are selling have
some walnut that the latter can’t have. Although it was on the menu and technically it
was the customer’s fault, still we offered a replacement item,
Complaints like this about food allergen can be a serious case. Management needs to
supervise more and train it's employee to be more vigilant and sensitive to their
customer’s needs.
I was doing both larder and fryer section one Saturday for one of the chef called in
sick. It was challenging but a good training and experience at the same time.
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