1. What was the customer’s (yourself and your company) reason for visiting the business? My roommate wanted to eat their Korean hot pot and had a great time together.
2. Was the customer acknowledged in a professional, business-like manner? Describe in detail how the customer (yourself and your company) was acknowledged.
Yes, it still has some parts to be improved. The restaurant must know how to be tolerant and put himself in his shoes and provide humanized service. It is necessary to pay attention to the guest's static demand, but also in the process of service to observe the dynamic needs of the guests, not only to grasp the needs of the guests, but also strive to tap the hidden needs of the guests. It is possible to provide full service only if you anticipate and accurately grasp the needs of your guests.
3.
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Describe the service event you are documenting, in detail:
a. Who was involved?
My roommate, the waitress and I
b. What did the customer (yourself and your company) do?
When I and my roommate went into the restaurant, there were full of people and no seat for us. We decided to wait for the seats at the door and also waited for the dishes for a long time.
c. What did the service staff do? I and my roommate waited for about 30 minutes, no one responded anything. Although it has seats available, the waitress still didn’t take us to the seats. But when there were some guests first came in, the waitress ignored us and took them to the seats.
d. What was the manager’s reaction or role (if applicable)?
We told the situation to the manager. She just took us to the empty seat and helped us to finished ordering the food.
e. Rate the overall service experience
A (Excellent)
B
C (Neutral)
Q2: Discuss the essential activities involved in the initial planning of an audit. How do these all specifically relate to Smackey Dog Food client?
People are consumed with their own reality that they didn’t even acknowledge me sitting at a table watching them. Each person seemed to have their own stories different from everyone else’s. For the most part, the employees seemed to have similar interests in wanted to produce the best customer service. The customers had the same goal of wanting to try a new popular restaurant they might have been unfamiliar with. Overall, the general consensus was that a majority of people wanted to get on with their day with as little human interaction as
It was a very positive beginning to our dinner. Our server seemed to have a sixth sense of when his section was sat and came to us to get a drink order within two minutes of the hostess leaving. He also seemed to really enjoy his job. Since it was her first time at Texas Roadhouse, my friend had a lot of questions about the menu and our server was very patient and answered every one to the best of his ability. We were also approached at our table by a manager who was sincere in her welcome to the restaurant and made us really feel at home while we were there. All in all, there was nothing to complain about when it came to customer service; it was
What is typically imagined when entering any establishment is that the experience should be seamless. That is, from the moment you enter until the moment you leave you don’t have a single feeling that anything at all has gone wrong; your goods or service was delivered in an efficient and effective manner. A fast food restaurant, coffee shop, or grocery would need to implement procedures that leave an impression on their customers, as interaction with them is brief. I went to Jason’s deli at around 5:00 p.m. on a Thursday however they were not busy. I have never been to this establishment before so I was not familiar with the procedures in place to process the customers.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
During an afternoon, on a rainy day, a group of 8 came in, and I assisted them to a table. They called out, “waiter”! I walked over there and took their order. When the food was cooked, I brought their food to the table, and they would complain how small the portions were and it was not enough to feed a group of 8. I carried a few plates back and forth to the kitchen, but came out with the same portions. They continued to complain and said, “I want to speak to the boss.” I told the boss and he had a short chat with the customers. The customers ate silently and asked for the check. As usual, I asked, “Would you like dessert?” They stared at me with frustration in complete silence and I handed them their check. They paid and left. Not only did they not tip, they barely touched the food, and it was wasted. I believe that waiters are humans too and we are all out here trying to
Normally, one of the housekeepers would set up the breakfast table and brew coffee. Now, they have a Dining Room Attendant position. When the intern had to leave, the manager found the new position so successful that he is currently looking to fill that position again. With that being said, it is safe to say that the response to this question earns a rating of
We all were starving and very anxious to be seated. As a group we decided that if we moved out of the corner and stood closer to the check-in station we would be noticed and within minutes they called for our group to be seated. The greeter took off without making eye contact and saying anything. I spoke up and asked are we to follow you? With hesitancy she said “Yes.” She appeared to be aggravated and frustrated and seemed to be in a hurry. They sat us in the back corner of the restaurant in an L-shape with two of the chairs that were side to side, plainly it could be seen that this was not going to work. The waitress began apologizing for the wait and began to ask for our drink orders. The waitress stood behind one of my classmates shouting over her shoulder to each person. Then it was like relay game when they brought out our meals. The waitress would ask one person what was needed and then would just take off before asking the entire table. I know that we had fifteen people in our group, but when dealing with the public I feel that they need to be more concerned with service quality so that the customer will return again.
I stared at the waitress as if she had grown a second head, unsure of how I was to reply to the absurdity of what she had just yelled. Surely this wasn’t the way they ran this establishment; I was already going over the Kelp review I would be leaving later. I was shocked and astounded at the audacity in her manners, shocked that no one in the staff tried to stop her. Was they just as shocked as me? Or was this a common occurrence? Either way, it wasn’t okay, nothing about this situation was okay.
I went to a Perkins restaurant located in Sartell, Minnesota. It is located just off of the highway, but not far enough in town that it gets a lot of local business. Therefore, the restaurant was not very busy when we visited on a Saturday Night. There were around half a dozen families sitting together and one unruly group of teenagers who came in later. The restaurant also felt very private as the tables were divided into two separate sections by walls, and the booths were high enough that you couldn’t see the other customers in the booths.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity.
This is where I witnessed my next several encounters. First I noticed people standing in line to get their food, each one was met by a server and a cashier with a communication that included the exchange of not only food but money as well. The communication in my opinion was a mixture of friendly yet businesslike tone of voice with a sense of urgency from the customer. The conversation was precise and to the point, what would you like and this is what you owe and ended with have a nice day or enjoy the
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.
It was a very nice waterfront restaurant featuring both indoor and outdoor seating. I read Yelp reviews before going and wasn’t sure exactly what to expect as some reviews were great whereas others were absolutely awful. I chose to sit outdoors due to the amazing weather and view the restaurant had to offer, along with live music. I went around noon and had to wait about five minutes for a table which wasn’t an issue but it took approximately ten minutes for a waiter to even come over to my table to offer me a drink, which in my opinion, is not great guest service. The service was overall very slow they were not very well organized and seemed very understaffed. My waiter was a very nice, young gentleman but was very uneducated when I proceeded to ask him a few questions about the menu and what he recommended to eat since it was my first time dining here. I ended up ordering the blackened salmon salad and it was pretty tasty but nothing really exceptional. I asked for a side of dressing and the waiter completely forgot about it and by the time he was reminded, I was already done and ready to get out of there. He apologized and offered me a free desert due to the poor service I was receiving and I decided to decline the offer and told him I’ll just take my check. There were many guests around me who have been waiting for