customer satifaction

Topics: Customer service, Customer, Service system Pages: 6 (1055 words) Published: October 12, 2014

Customer Satisfaction

ENG315

08/17/2014

Table of Contents

Executive Summary ………………………………………………………………………………3 Introduction ……………………………………………………………………………………….3 Problem Statement.………………………………………………………………………………..3 Terminology ………………………………………………………………………………………3 Major Section of the Report ………………………………………………………………………3 Scope and limitation of the research ……………………………………………………………...3 Overview of Alternatives …………………………………………………………………………4 Criteria ……………………………………………………………………………………………4 Methods.…………………………………………………………………………………………..4 Evaluation of alternatives ………………………………………………………………………...4 Alternatives analyzed ……………………………………………………………………….........5 Finding and analysis ………………………………………………………………………...........5 Recommendation ………………………………………………………………………................6 Addenda ………………………………………………………………………..............................7

Executive Summery

This report summarizes how Farm Fresh diner’s SMG score has decreased. What will be the next step in order to increase the SMG score? Alternative 1 would be increase labor force. Hire more supporting staff so food can come out on time, more cleanings get done, server can be more attentive with an extra help. Alternative 2 is coaching the current employees with what they are lacking. Have training classes so educate employees about menu so they know what they are selling. Also have contests within employees and give out incentives. Criteria’s are service, cost, food delivery, store cleanliness and time tracking. Report shows the evaluation of alternatives to dig deeper to make right decision. After analyzing the facts alternative 2 is recommended. Alternative 2 is affordable and time consuming.

Justification Report: Customer Satisfaction

Introduction
Problem Statement
Healthy quality food with amazing customer service is the core mission of Farm Fresh Diner. Unfortunately we have not met our expectation. The quarterly SMG survey report shows our service has decreased 25% compared to last two quarters. We have also received three negative letters about food not being delivered as ordered and another two regarding cleanliness and bad service. How can we provide our guests with better service and increase SMG survey?

Terminology
“SMG” – service management group where the entire guest takes their survey.

Major Section of the Report
Alternative 2 is a possible solution. Alternative 1 is rejected because it has long process and time consuming. Alternative 2 is affordable then alternative 1. •Criteria judged by:
Service
Cost
Time
Having one-on-one meeting with all employees of each department. Having a conversation with the guest about their experience and how can we improve to satisfy them. •Alternative 2 is more affordable and quick results.

Scope and limitation of the research
This report covers the fundamental of how can we improve customer service by hiring new employees or coaching the current employees. It will not cover the results of the alternatives. This report will need more investigation on what are the questions asked on the SMG.

Overview of Alternatives

These two alternatives will help improve customer satisfaction.

Alternative 1
Increasing labor force
Hiring more employees will help us have smoother shifts. Having an extra cook then usual will lend an extra had so all the food comes out exactly as ordered. Hiring more busboy so they can keep the restaurant clean as well as help the servers with cleaning so servers could be more attentive to their guests.

Alternative 2
Coaching current employees:
Have a training session once a month so all employees are updated with the menu and showing them how things are done. Help them with communication skills. Provide servers with different food sample before every shift so they know what they are selling....

References: Bakke, D. (2013, September 1). 5 Ways to Enhance Customer Service at Your Restaurant. kara. Retrieved July 28, 2014, from
Hagen, T. COACHING EXPLODES TRAINING VALUE. , 51. Retrieved , from
Thompson, M. (2011, January 1). How to improve Customer Service in a Restaurant . Chron.
Toaster, J. (2013, December 9). Customer Service Skills: How to Satisfy and Delight Your Customers. salesforce.
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