Service Management

In: Business and Management

Submitted By mythrandir
Words 1790
Pages 8
In modern business, it is more important than ever for companies to provide quality customer service if they wish to remain competitive. Instilling a culture of service through a mission statement to guide the business is one of the most effective ways to accomplish this. This essay will present and analyse a scenario where customers experience poor service to demonstrate the quality gaps that result from a company that lacks a service culture. In addition, it will draw from a variety of sources to affirm the need for companies to create a service culture. Finally it will recommend changes that a company may implement to improve their own service culture.

The following scenario takes place in a restaurant, one of the most customer-service orientated businesses in all industries:

The customer experienced pangs of hunger indicating to her a desire for lunch, as she and her companion strolled past Chantilly’s Coffee Lounge, they were attracted to the warm and refined atmosphere that it exuded. Undoubtedly this was due to the excellent décor that combined dark wood, cream walls and cheerful lighting of a warm yellow. However as they entered they waited 10 minutes to be seated which was disappointing as the café was not at full capacity. As they were seated, they found there was only one menu on the table for two, and they expected the waitress to bring them another menu. Unfortunately this did not occur and eventually requested another menu. As they perused the menu they were perfunctorily given two glasses of water. The customer also noticed that the waitress seemed unfriendly as she was not smiling and exuded a sense of being overworked. The ordering appeared to go without issue. The first drink was brought efficiently and well-presented, however, a non-requested second beverage was also delivered to the table. It was taken away after strong denial of having…...

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