Here the situation involves two important parties customers and employees, who a
ID: 373367 • Letter: H
Question
Here the situation involves two important parties customers and employees, who are the major stakeholder in the company. Taking sides is not the ideal strategy in this situation, where taking the side of the employee(waiter) can effect in losing the customer. At the same time comforting the customer might discourage the waiter, even though there is no mistake from his side.
As he is a regular customer, whose lifetime value to the restaurant is high compared to that day order, accept the change of order with no addition of financial value in the final bill. And if required offer him some special dish as free, even though we are not sure whose fault it really is, so solving the customer issue can help in improving his satisfaction levels. And if required solving the issue politely and making him realize his mistake at his next meeting with the restaurant.
At the same time comforting the customer, have a special session with the waiter and make him realize how important the customer is and explain why he comforted him even though there is a mistake from his side. Even though he was disappointed initially, by doing this he will understand how much you value your employees and he does work in a good mood.
By doing this, you can achieve a win-win situation by balancing both the stakeholders. Where not only the situation gets solved, it improves the customer bonding with the restaurant, as well as the employee relationship with the manager.
Please do leave a comment, if you want to get clarified on any one point. I will be happy to assist you.
Regards
Satish
Explanation / Answer
You are the General Manager of a Chain restaurant and are on duty when you are asked to meet with an irate customer. Once at the customer’s table, you notice it is a frequent customer and your best server was waiting on them. The customer, who is tipsy from having a few drinks, proceeds to tell you that the server brought the wrong order. Your server assures you that they took the correct order. How would you handle this entire situation?* *We believe in Higher Standards and integrity is of utmost importance. If it is found that anyone other than the applicant has answered this essay, the applicant will be disqualified Please answer professional 400 words max