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Case Study : Restaurant Cafe Ville Essay

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1. About Restaurant Café Ville Restaurant Cafe Ville is one of the leading cafes in Australia that is successful due to its repeat customers and with the patronage of regular customers. The main aim is to provide exceptional services to our customers which are our highest priority. It offers job opportunities to many people who are looking to establish their career in the hospitality industry. It also takes care of its customers by providing them fresh coffee and other 1.1 Complaints of the Customer No one likes to receive complaints and when you are in the business that depends on the customers then it is hard to except. However, in the hospitality business, complaints are a major part. Customer complaints help us to make our Restaurant Café Ville better. 1.2 How we react to customer complaints? • When we face customer complaints, we take them in a positive way- • We listen to the full complaint, without getting defensive or interrupting • If the complaint is related to some product, we remove offending item immediately • We heartily apologise for the problem and tell the customer that they won 't face such issue again. • We ensure that our manager is informed of the incident. 1.3 Telephone Courtesy It is our responsibility to answer all the phone calls and try to answer calls within three rings. We answer politely and friendly and give all answers of our restaurant related queries. We provide you with the correct information and can help you promptly. We ask the

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