Saturday, March 2, 2019
News About Complaint of Cafe de Coral
Introduction cafe de precious coral is one of the popular restaurants in Hong Kong. However, it also has some(prenominal) guest complaints. In this report, it exit talk most one of the case of it. The table of con gots include the background of cafe de Coral, the causes of the guest complaint, which elements of procedural and personal grimaces of client usefulness were non fulfilled by the interested assistance pass onr. resist one is what would we do to turn the dissatisfied customers to set about satisfied ones, or motivate them to become stanch customers. News contentIn this article, get away Tse who ordered a baking tail meal in coffee bar de Coral. When she got the meal aft(prenominal) twenty minutes, around ten cockroaches do work outside from the unrecorded crapper. drop off Tse and her family even the other costumers were so sc argond and felt disgusted immediately. after that, run Tse complained to the manager for providing the cockroaches longing p ot but the manager express that he or she however changed it to a new one. Also, the manager did non apologize to her. Finally, unload Tse got the drawback and complained the cafe de Coral restaurant through nutriment and Environmental Hygiene Department.Background of coffee shop de Coral Frist ,it pass on talk round the background of coffee bar de Coral. Cafe de Coral Group is a listed connection at the Hong Kong Stock Exchange. It is the largest Chinese restaurant chain in the homo with business spans the four corners of the world. The group has oer 580 operational units specialized in fast solid nutriment, institutional ply, specialty restaurants, food manuf dallyuring, distribution and other abroad food and beverage businesses. Cafe de Coral is one of the restaurants under Cafe de Coral Group. It is a Chinese restaurant chain.The first Cafe de Coral foothold on Sugar Street, Causeway Bay in 1968. Nowadays, Cafe de Coral has over 140 restaurants and serving more tha n 300,000 Hong Kong customers on an honest day. It seems Cafe de Coral is a popular choice when Hong Kong citizen dinning outside. In additions, Cafe de Coral is a leader in Chinese fast food market in Hong Kong. Cafe de Coral promise that they will go forward to thrive on the comp whatever philosophy of making customers the topmost anteriority and constantly outperforming itself. Besides, they will fulfill their motto of A Hundred exhibits of righteousness.Based on A Hundred Points of Excellence, the staves of Cafe de Coral nonplus customer satisfaction a top priority and all members of their staff take the concept of heartfelt services to heart. In order to conduct the regular training activities for employee to strengthen their skills and put team spirit into practice, Cafe de Coral has established the Cafe de Coral Management Academy as its training headquarters. Cafe de Coral also check out the service attitudes and performance of staff through an objective mystery shop pers program. This practice helps enhance the calibre of services.The service that Cafe de Coral has caterd is catering. It is tangible. It can be measured , weighed, inspected, touched, smelled and tasted . And their show market is Hong Kong citizen, especial is Chinese . Cafe de Coral is truly common land in Hong Kong , the branches of Cafe de Coral are throughout Hong Kong. Moreover, the cost of catering is very cheap and the waiting time of foods is short. It attracts a lot of students and works people to dinning here. The case of complaint and the element of procedural and personal side of customer serviceIn this article, get by Tse who ordered a hot pot meal in Cafe de Coral. When she got the meal after twenty minutes, around ten cockroaches run outside from the hot pot. Miss Tse and her family even the other costumers were so scared and felt disgusted immediately. After that, Miss Tse complained to the manager for providing the cockroaches hot pot but the manager said th at he or she altogether changed it to a new one. Also, the manager did not apologize to her. Finally, Miss Tse got the drawback and complained the Cafe de Coral restaurant through Food and Environmental Hygiene Department.There are some causes of the customer complaint. Firstly, around ten cockroaches run outside from the hot pot. This cause is reflected this Cafe de Coral restaurant in North Point is very dirty. Secondly, the manager did not apologize to Miss Tse. The manager did not respect the customer obviously and Miss Tse so angry about that. In this case, at that place are some elements of procedural sides of customer service were not fulfilled by the engrossed service supplier. The element of opportuneness was not fulfilled. Miss Tse waited twenty minutes for the meal, also not some(prenominal) costumers in this restaurant.The service of this restaurant cannot satisfy the customer expectation. In immobile service restaurant, efficient service is essential. Unfortunatel y, this fast-food restaurant cannot provide a rapidly service to Miss Tse. There is no reason that this restaurant provide the food slowly. Because the staffs were not busy in that time so they should provide the food in standard time. The element of anticipation was not fulfilled. Miss Tse felt disgusted after m each cockroaches run outside from the hot pot. The manager should apologize to Miss Tse but he or she did not say that.The manager did not be one step forrader of Miss Tses conducts because Miss Tse expects that the manager apologize to her and helped her to sound out the hot pot but the manager did not bear upon her expectation. The element of communication was not fulfilled. The manager did not ask Miss Tse some question and try to improve the service. For example, the manager did not rest Miss Tse and also asked her that did she take away some help so Miss Tse has emotional block toward the manager like anger. Moreover, the manager failed to seek and hike the fee dback.For example, the manager did not ask anything before Miss Tse left. The manager did not seek any improve feedback from Miss Tse. There are 7 points about the personal dimension attitude of body language, tone of juncture, marketing skill, attentiveness, guidance and product knowledge. In this case, there are some elements of personal side of customer service were not fulfilled by concerned service provider. Firstly, there is a forgetful attitude of the manager. When Miss Tse shoot the breeze the manager to handle this case, but the manager say that she can only change the hot pot and take away the pot.It is no any apologize to Miss Tse. It is very important that the restaurant should provide the ashen food to the customers. Unfortunately, they cannot do this principle. Also, when the customers complained to the restaurant, they had a poor attitude to face Miss Tse. The manager took away the hot pot without any apologize. The manager was very not respect to Miss Tse. Moreo ver, after Miss Tse complained the hot pot was having ten cockroaches, the manager just said that he or she had changed a new hot pot to you. The manager spoke to Miss Tse with poor tone of voice.The manager should apologize to Miss Tse with appropriate tone of voice but the manager did not do that. The manager did not get hold sorry for Miss Tse and the manager did not treat Miss Tse as a loyalty costumer. Finally, the manager did not take care the tone of voice of the Miss Tse and the other costumers. After Miss Tse saw many cockroaches run outside from the hot pot, she was already felt very nausea and queer with the restaurant. She expected the manager will apologize and gave her interpretation to calm pop up herself. But the manager cannot meet her expectation. And also did not hold in any feedback to Miss Tse.To fulfill the dissatisfied customers If we were the manager of the concerned organization, we would follow some steps below. There is complaint in the company. We ne ed to turn the displease customers to become satisfied ones, or even motivate them to become loyal customers. Since the poor customers services will bring lots of negative spate up to the company. Customers will share their experiences to their family and friends. Lastly, company will be lost over 20% of their customers each year. That is important for the company to act how to dispose the complaint. Now, there are some points to dispose the complaint.The first one, we need to express concern about the complaint. We would like to introduce ourselves . And then invite them to the place where are away from the restaurant. Avoid affect other customers. Next point, we should listen to the customer what they are pass along. To the time, we should keep calm and dont interrupt the customers speech. We also distinguish the customers emotional. Such as, we should observe at their body language and tone. The important the think that is we also need to down the notes for dispose the probl em before. The second one, we need to confirm that we should control the problems of the complaint.We should excerpt, their speech to exhibit we understand. For example, Miss, there are many cockroaches came out from the pots edge, right? In this part, we should be politely to settle her angry, and this is repeat question skill. It can avoid for misunderstand problem. The third one, we need to act consensus with customer. This means that we should be advice some solution which is agreement of customer. Such us, we give them some money for apologize and give them some coupons for buy food after. And then, we promise that we will as soon as possible to solve.If the customers do not agree with our suggestion, we will have further discussion with customer. We will seek the best solution to deal with the problems. Lastly, we need to solve the problems quickly. We should set the times to deal with the problems. For examples, we need to solve the problems less than 5 day. And then, we sh ould review this problem with all the staff. Finally, we try our best to advice this problem will happen at next time, and give a high- caliber service and product. To sum up, we need to group moment of truth. We should turn the un halcyon time to become favorable time.Also, we create a favorable time to increase companys sales and create after moment, of truth to keep the customers. Since, moments of truth will affect companys development after, so that it is important to the company. closedown To conclude, dispose the complaint of costumer efficiently is the responsible of the service provider so that the service provider can improve their service quality and the tackle the main problem of the costumer. If the service provider improve their service quality and establish word of mouth among the costumer, the costumer will be satisfied by the good service and turn the costumer become a loyalty one.