Delayed And Poor Quality Service Case Study

FSM120L

Yuchen Xie

Group 3E

Issue: delayed and poor quality service

The client complained about waiting for more than 30minutes after placing an order. Finally, when the food service worker brought the food, it was of poor quality with too much cheese, salt and too much pepper, thus it was not palatable. In addition, she had ordered a semi-vegetarian diet, but what she received was a total-vegetarian diet. When the client questioned the food service worker, the worker was speechless and only managed to say that such a mistake would never occur again. The client wanted a refund for the poor service since she could not wait indefinitely for some other undetermined minutes. The worker was trying to cool her down, accepting his mistake and giving his apology, but instead of accepting the apology, the client demanded to see the person in charge. She was referred to me: the dietitian, since I was responsible for ensuring that product and service quality was adhered to.

The situation was very delicate because I was expected to make sure that the client left the facility a happy person, but there was a food service worker involved and he was not entirely to blame. Unfortunately, the client did not know this. In this situation, everyone was at fault starting with the people in the kitchen. Regardless, I needed to ensure that integrity, fairness and honesty as per the first ethical principle, according to the American Dietetic Association (2009), prevailed. I respected the workers, and since this had never happened before, it only meant that something really serious was going on and affecting the quality of business. As the manager, I took the blame for poor product and service delivery leading to the client’s dissatisfaction, and aske...

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...ioned that the batch of oil bought was different from the ones previously used; hence, affected the appearance of food. In an attempt to enhance the standards of the facility, the waiters and waitresses will be required to take notes when taking orders to avoid confusion. In addition, there will be an extra waiter, who will be going round to ensure that each client is satisfied and that there are no delays unless under very special cases. Some few days later, the client came to see me in my office. She congratulated me, saying that I was a respectable manager, who had consideration for both her clients and staff. On this particular day, she had been served by the same client as the previous time, but this time round, she was very pleased with the services. I was happy as the manager because I had managed to make my client and workers happy at the end of it all.