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.
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.
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 |
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 |
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 |
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 |
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 |
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 |
Household income:
Household income |
Northcote |
% |
Less than $650 gross weekly income |
16.6 |
|
More than $3000 gross weekly income |
27.8 |
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:
Procedure:
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:
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.
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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