News About Complaint of Cafe de Coral
Introduction Cafe de Coral is one of the popular restaurants in Hong Kong. However, it also has some customer complaints. In this report, it will talk about one of the case of it. The contents include the background of Cafe de Coral, the causes of the customer complaint, which elements of procedural and personal sides of customer service were not fulfilled by the concerned service provider. Last one is what would we do to turn the dissatisfied customers to become satisfied ones, or motivate them to become loyal customers. News content
In this article, Miss Tse who ordered a hot pot meal in Cafe de Coral. When she got the meal after twenty minutes, around ten cockroaches run outside from the hot pot. Miss Tse and her family even the other costumers were so scared and felt disgusted immediately. After that, Miss Tse complained to the manager for providing the “cockroaches” hot pot but the manager said that he or she only changed it to a new one. Also, the manager did not apologize to her. Finally, Miss Tse got the drawback and complained the Cafe de Coral restaurant through Food and Environmental Hygiene Department.
Background of Cafe de Coral Frist ,it will talk about the background of Cafe de Coral. Cafe de Coral Group is a listed company at the Hong Kong Stock Exchange. It is the largest Chinese restaurant chain in the world with business ps the four corners of the world. The group has over 580 operational units specialized in fast food, institutional catering, specialty restaurants, food manufacturing, distribution and other overseas food and beverage businesses. Cafe de Coral is one of the restaurants under Cafe de Coral Group. It is a Chinese restaurant chain.
The first Cafe de Coral foothold on Sugar Street, Causeway Bay in 1968. Nowadays, Cafe de Coral has over 140 restaurants and serving more than 300,000 Hong Kong customers on an average day. It seems Cafe de Coral is a popular choice when Hong Kong citizen dinning outside. In additions, Cafe de Coral is a leader in Chinese fast food market in Hong Kong. Cafe de Coral promise that they will continue to thrive on the company philosophy of making customers the topmost priority and constantly outperforming itself. Besides, they will fulfill their motto of “A Hundred Points of Excellence”.
Based on “A Hundred Points of Excellence”, the staffs of Cafe de Coral make “customer satisfaction” a top priority and all members of their staff take the concept of “heartfelt services” to heart. In order to have the regular training activities for employee to strengthen their skills and put team spirit into practice, Cafe de Coral has established the “Cafe de Coral Management Academy” as its training headquarters. Cafe de Coral also review the service attitudes and performance of staff through an objective “mystery shoppers” program. This practice helps enhance the quality of services.
The service that Cafe de Coral has provided is catering. It is tangible. It can be measured , weighed, inspected, touched, smelled and tasted . And their target market is Hong Kong citizen, especial is Chinese . Cafe de Coral is very common in Hong Kong , the branches of Cafe de Coral are throughout Hong Kong. Moreover, the cost of catering is very cheap and the waiting time of foods is short. It attracts a lot of students and working people to dinning here. The case of complaint and the element of procedural and personal side of customer service
In this article, Miss Tse who ordered a hot pot meal in Cafe de Coral. When she got the meal after twenty minutes, around ten cockroaches run outside from the hot pot. Miss Tse and her family even the other costumers were so scared and felt disgusted immediately. After that, Miss Tse complained to the manager for providing the “cockroaches” hot pot but the manager said that he or she only changed it to a new one. Also, the manager did not apologize to her. Finally, Miss Tse got the drawback and complained the Cafe de Coral restaurant through Food and Environmental Hygiene Department.
There are some causes of the customer complaint. Firstly, around ten cockroaches run outside from the hot pot. This cause is reflected this Cafe de Coral restaurant in North Point is very dirty. Secondly, the manager did not apologize to Miss Tse. The manager did not respect the customer obviously and Miss Tse so angry about that. In this case, there are some elements of procedural sides of customer service were not fulfilled by the concerned service provider. The element of timeliness was not fulfilled. Miss Tse waited twenty minutes for the meal, also not many costumers in this restaurant.
The service of this restaurant cannot satisfy the customer expectation. In quick service restaurant, efficient service is essential. Unfortunately, this fast-food restaurant cannot provide a quick service to Miss Tse. There is no reason that this restaurant provide the food slowly. Because the staffs were not busy in that time so they should provide the food in standard time. The element of anticipation was not fulfilled. Miss Tse felt disgusted after many cockroaches run outside from the hot pot. The manager should apologize to Miss Tse but he or she did not say that.
The manager did not be one step ahead of Miss Tse’s needs because Miss Tse expects that the manager apologize to her and helped her to move out the hot pot but the manager did not meet her expectation. The element of communication was not fulfilled. The manager did not ask Miss Tse some question and try to improve the service. For example, the manager did not comfort Miss Tse and also asked her that did she need some help so Miss Tse has emotional block toward the manager like anger. Moreover, the manager failed to seek and encourage the feedback.
For example, the manager did not ask anything before Miss Tse left. The manager did not seek any improve feedback from Miss Tse. There are 7 points about the personal dimension: attitude of body language, tone of voice, selling skill, attentiveness, guidance and product knowledge. In this case, there are some elements of personal side of customer service were not fulfilled by concerned service provider. Firstly, there is a poor attitude of the manager. When Miss Tse call the manager to handle this case, but the manager say that she can only change the hot pot and take away the pot.
It is no any apologize to Miss Tse. It is very important that the restaurant should provide the clean food to the customers. Unfortunately, they cannot do this principle. Also, when the customers complained to the restaurant, they had a poor attitude to face Miss Tse. The manager took away the hot pot without any apologize. The manager was very not respect to Miss Tse. Moreover, after Miss Tse complained the hot pot was having ten cockroaches, the manager just said that he or she had changed a new hot pot to you. The manager spoke to Miss Tse with poor tone of voice.
The manager should apologize to Miss Tse with appropriate tone of voice but the manager did not do that. The manager did not feel sorry for Miss Tse and the manager did not treat Miss Tse as a loyalty costumer. Finally, the manager did not take care the feeling of the Miss Tse and the other costumers. After Miss Tse saw many cockroaches run outside from the hot pot, she was already felt very nausea and disappointed with the restaurant. She expected the manager will apologize and gave her interpretation to calm down herself. But the manager cannot meet her expectation. And also did not give any feedback to Miss Tse.
To fulfill the dissatisfied customers If we were the manager of the concerned organization, we would follow some steps below. There is complaint in the company. We need to turn the dissatisfy customers to become satisfied ones, or even motivate them to become loyal customers. Since the poor customers services will bring lots of negative effects to the company. Customers will share their experiences to their family and friends. Lastly, company will be lost over 20% of their customers each year. That is important for the company to act how to dispose the complaint. Now, there are some points to dispose the complaint.
The first one, we need to express concern about the complaint. We would like to introduce ourselves . And then invite them to the place where are away from the restaurant. Avoid affect other customers. Next point, we should listen to the customer what they are happen. To the time, we should keep calm and don’t interrupt the customer’s speech. We also observe the customer’s emotional. Such as, we should observe at their body language and tone. The important the think that is we also need to down the notes for dispose the problem before. The second one, we need to confirm that we should understand the problems of the complaint.
We should repeat, their speech to exhibit we understand. For example, Miss, there are many cockroaches came out from the pot’s edge, right? In this part, we should be politely to settle her angry, and this is repeat question skill. It can avoid for misunderstand problem. The third one, we need to act consensus with customer. This means that we should be advice some solution which is agreement of customer. Such us, we give them some money for apologize and give them some coupons for buy food after. And then, we promise that we will as soon as possible to solve.
If the customers do not agree with our suggestion, we will have further discussion with customer. We will seek the best solution to deal with the problems. Lastly, we need to solve the problems quickly. We should set the times to deal with the problems. For examples, we need to solve the problems less than 5 day. And then, we should review this problem with all the staff. Finally, we try our best to advice this problem will happen at next time, and give a high-quality service and product. To sum up, we need to group moment of truth. We should turn the unfavorable time to become favorable time.
Also, we create a favorable time to increase company’s sales and create after moment, of truth to keep the customers. Since, moments of truth will affect company’s development after, so that it is important to the company. Conclusion To conclude, dispose the complaint of costumer efficiently is the responsible of the service provider so that the service provider can improve their service quality and the tackle the main problem of the costumer. If the service provider improve their service quality and establish word of mouth among the costumer, the costumer will be satisfied by the good service and turn the costumer become a loyalty one.
