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SITXCCS008 Develop And Manage Quality Customer Service

Unit code: SITXCCS008

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICE

PART 1: Research customer profile and develop customer service plans, policies and strategies for your organisation.

A.

SITXCCS008 Develop And Manage Quality Customer Service img1
  • Location: The restaurant can be found at 377-379 High St, Northcote 3070.

Loving Hut is a strict and passionately vegan restaurant. References to animal proteins should be interpreted as faux proteins.

TRADING HOURS

MON: CLOSED

TUE - WED: 11AM - 9:30PM

THURS - SAT: 11AM – 9.30PM

SUN: 11AM - 9:30PM

PLEASE NOTE THAT THE KITCHEN CLOSES

30 MINUTES BEFORE CLOSING TIMES.

PHONE NUMBER

+61 3 9--- ----

Loving Hut is the best choice for people who is vegetarian. “Green and clean meal”, organic ingredients are what we would like to bring up to our customers throughout the menu.  Furthermore, we understand there are few reasons that lead people go vegan, such as: slimming down, having a big heart with animals, being healthy, saving the planet, etc. Consequently, health and environment are indispensably lined out in the considered list of the restaurant. In order to improve our services, to set a plan and also the strategies for the future, I intentionally investigated the demographic, as well as education, culture and religion of resident in Northcote where is my restaurant’s location. All of the graphs and table charts are provided below.

  • Demographic of the customer:

Age:

Age

Northcote

%

20-24 years

1,554

6.3

25-29 years

2,488

10.1

30-34 years

2,557

10.4

35-39 years

2,099

8.5

40-44 years

2,036

8.3

45-49 years

2,001

8.1

50-54 years

1,522

6.2

55-60 years

1,274

5.2

Other

9,030

36.9

SITXCCS008 Develop And Manage Quality Customer Service img2

Educations

Educations

Northcote

%

University or tertiary institution

1,941

25.7

Secondary - other non-Government

223

2.9

Secondary - Catholic

192

2.5

Secondary - Government

768

10.2

Not stated

1,649

21.8

SITXCCS008 Develop And Manage Quality Customer Service img3

Cultural & language diversity

Ancestry, top responses

Northcote

%

English

7,897

22.6

Australia

6,518

18.6

Irish

4,077

11.7

Scottish

2,672

7.6

Greek

2,323

6.6

Other

32.9

SITXCCS008 Develop And Manage Quality Customer Service img4

Religious

Religious

Northcote

%

No Religion, so described

12,389

50.4

Catholic

4,106

16.7

Not stated

2,462

10.0

Eastern Orthodox

2,344

9.5

Anglican

930

3.8

SITXCCS008 Develop And Manage Quality Customer Service img5

Language:

Language

Northcote

%

Greek

1,854

7.6

Italian

872

3.6

Mandarin

316

1.3

Vietnamese

250

1.0

Arabic

209

0.9

English

17,631

71.9

SITXCCS008 Develop And Manage Quality Customer Service img6

Ownership:

Ownership

Northcote

%

Owned outright

2,792

29.8

Owned with a mortgage

2,701

28.8

Rented

3,627

38.7

Tenure type not stated

216

2.3

SITXCCS008 Develop And Manage Quality Customer Service img7

Household income:

Household income

Northcote

%

Less than $650 gross weekly income

16.6

More than $3000 gross weekly income

27.8

SITXCCS008 Develop And Manage Quality Customer Service img8

Throughout the investigation, there are 100 customers who are randomly asked for filling out the survey, 40% of them are from 25-39 years old, approximately 70% are Australian and had completed high school. That result means that, people who are young and have high education, be more aware of health.

B. Develop a policy and procedure to support and administer the customer service processes and standard in your workplace:

Policy:

  • Food safety is the most important thing that need to be consider. We ensure that all the staff members follow proper handwashing procedures religiously. Table must be always cleaned and neat. Any kinds of food need to be put in the proper temperature, that why we always set 40 degrees or under for cold food, or 140 degrees for hot food.
  • For all restaurant, despite the food quality/flavour, behaviour is definitely a second key success factor. In our restaurant, staffs have to be always polite, patient and response to what they do. Staffs have to show their welcome to customers and keep smiles on faces.
  • Dress code is the compulsory thing. Kitchen staffs and front desk staffs can distinguish by the colour of their uniforms.
  • Friendly workplace environment is what we try to maintain at work.

Procedure:

  • Bringing the best service: No one will complain if they get satisfied. There are 2 key elements to satisfy a customer: food flavour, staffs behaviour.
  • Listening to customer complain: In case if we get a complain, the first thing that we need to do is showing them our apologies, then find out the problem and compensate/surmount that problem as quick as possible. Do not blame and keep smile on while solving the problem is necessary.
  • Be understanding: building up the loyalty is hard so that staffs need to try to understand what customer want in order to make sure that they will come back to the restaurant. Every present customer can be our potential customer in the future and they also can help to raise up the number of potential customer.
  • Note the problem: and improve it. High staff position need to figure out the cause so that they can give a proper punishment to certain staffs and prevent it next time.
  • Seeking opinions from all staffs is the best way to solve the problem in some case.
  • Keep up the good thing and always bring it up from level to level.

Vision statement:

Our vision is to be the area’s most delicious vegan restaurant, to build a place where people can come and chill with their family and friends. Furthermore, we would like to bring up the good food with affordable price. We wish the customer need to discover our menu from time to time and they will end up with a dish that they could not find from any place else.

Goals:

For the next 3 years, we would like to expend the capacity of the restaurant from 100 people up to 150. As other business, revenue goals are important, for the next 3 years, we wish to achieve $200,000-$300,000 annually. At the moment, our restaurant got 3.8 star out of 5 through trustable foody website like Zomato, Foodie, Facebook; it is great if we can raise that number up to 4.5 star by the end of 2020. We also want to expend our menu from 15 main dishes up to 25 main dishes and some of them are unique and strange taste.

There are number of objectives. Firstly, the fulltime staffs will be send to study higher certificate relating to Food and Beverage service so that they will meet at least the bottom line of the servicing level. Secondly, once we earn up to $150,000 we will start to renovate the table also theme, and tools to be more expert and professional as 3 or 4-star restaurant. We believe that it will help to drive the customer’s appetite. We will start to spend more on marketing via social media and local newspaper. For any business, marketing is the key factor that decide the success of them. Not only focusing on marketing, we also keep looking forward to be a partner of well-known farms or wholesales so that we can get the cheaper price compared to if we get ingredients from recent partners.

Product and service overview:

  • Loving Hut is a comfortable, opened view restaurant designed to bring a feeling to customer that is like they are eating home instead of dining out. Expert attitude and professional service make customers feel that they are treating as a VIP customer and ensure that they can be themselves as well. The decoration and theme is inspired from bamboo forest with green, orange, and wood colour that are main colours. Using a light from a little candle from each table is not a new idea but it brings up the feeling of private environment and mysteriousness.
  • In fact, the real power of the restaurant comes from the splendid association of two teams, there are: floor staff and kitchen team. Each night a restaurant is open, the attentive service provided by floor staffs is perfectly combined with indescribably delicious dishes from the kitchen staffs. To drive the restaurant smoothly under the pressure, a capable manager is essential. His duty are: checking food presentation, arranging tables, spending time to greet every customer, etc. Our slogan is “all customer must leave happy and satisfied”.
  • We make sure that all dishes are made from fresh and daily ingredient. Most of them are premium standard and meet the State clean standard of food.

Sequence of service: The sequence of service for the restaurant is usually defined as the order of services which need to meet the needs of the customer.

  • Handling reservations then allocating tables. The following points of reservation must contain: Name of host, number of customer, time, contact number, and special request in some case.
  • Greeting guest: all staffs are sought for their responsibility and friendliness in order to bring the feeling of comfortableness to guests.
  • Seating the guest: check the booking then bring them to their reserved table. The restaurant also welcome walk-in guest, in case the restaurant is full of booking then providing walk-in guest a place to seat or a exact time to come back.
  • Pouring water
  • Taking order
  • Serving Food and Beverage
  • Crumbing
  • Serving dessert
  • Payment
  • Farewell

Communication: working in the restaurant is like a chain which is a continual coordination with one another. Therefore, it is necessary to have a special protocol for the conversation between staffs. Restaurant staffs are required to work under the pressure, so that developing internal shorthand is necessary. For example, rather than saying “table 3 and 5 are ready for a check”, he/she should say “check 3 and 5”.

Part 2: Customer service monitoring strategy and feedback form:

C. Customer service monitr

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