4. TIME LINE
Time Activity
7.00 PM The Family Arrived
7.15 PM (Waitress 1) The Drinks Were Ordered
7.15 PM (Waiter 1) Family was informed about
special menus
7.25 PM (Waiter 1) Returned for taking orders but
informed that he cannot take order
of appetizer without order of
entrees
7.30 PM (Waitress 1) Drinks were served
7.30 (Waiter 1) Order Entrees
7.50 PM Requested for Salad
7.55 PM Salad was served
8.25 PM Requested for Entrees
8.30 PM Entrees Served
5. TIME TAKEN TO COMPLETE EACH ACTIVITY
Serve Drinks – 15 Min
Appetizer – 25 Min
Entrees – 55 Min
8. SERVICE RECOVERY
Case-by-case approach
-Individual complaint
-Haphazard approach
-Perception of unfairness
The systematic-response approach
- Planed response based approach
- Identify critical failure points
- Prior determination recovery criteria
- Continuous updating and timely response
9. SERVICE RECOVERY CONTD.
An early intervention approach
- Intervene & fix service process
An alternate approach
- Use substitute service
10. HANDLING POLICY
A customer complaint should be treated as gift
A complaining customer is volunteering her time to
make firm aware of their error
This opportunity must be grabbed and tried to
rectify at earliest
A complaint handling policy must be incorporated
Example:
Every complaint treated as return gift
We encourage customer who complain
We make it easy to complain