SITXCCS015 Customer Service Report v2.0

SITXCCS015 - Enhance customer service experiences
CUSTOMER SERVICE REPORT
Candidate Name Junggeun Min
Workplace/Organisation Spencer Kitchen
State/Territory QLD
A. Customer Problems Resolved
Name of Customer Problem 1 Jane

Resolved
Your Feedback
This includes your reflection about the customer problem you resolved.
Customer wants to get a vegan menu but there was a menu only for
vegetarians.
Highlights
Kitchen staff try to make a specialized menu for her, but it takes to long
time. So she waits for the dish about 45mins
Lowlights
Dealing with a dietary requirements and time managing
Areas of Improvement
Create some recipes for the vegan and make a timeframe for kitchen
staff.
Recommendation to Address
Customer Service Report Version 2.0 Produced 31 May 2023

© Precision RTO Resources Page 1
Name of Customer Problem 2 Paul
Resolved
Your Feedback
This includes your reflection about the customer problem you resolved.
He made a reservation but that was not in the list. That is why that
customer wait for the table even he booked.
Highlights
He wants to get a baby chair, but all baby chairs are occupied.
Lowlights
Managing of booking list and communication skill.
Double check when the staff taking the reservations.
Recommendation to Address

B. Customer Complaints Resolved
Tom
Name of Customer Complaint 1
Resolved
Feedback Received from All good but he wanted to get more explanations about what is going
Customer Regarding Complaint on.
Resolution
Try to explain to customers step by step in complaints resolving

Required Follow-Up for the
procedures.
Complaint Resolved
Your Feedback
This includes your reflection about the customer complaint you resolved.
Customers had a dish but there was a hair in it. That is why they gave
us complaints to replace that dish.
Highlights
The manager of restaurant apologized and give them a new dish.
Lowlights
Communication skill with customers when they are feeling

uncomfortable.

Ensuring of hygiene in kitchen. Wearing PPE properly.
General impact of the complaint

to the organisation
Make the new dish for replacing.
Details of solution 1 for the

customer complaint
Customer had waited for the new dish, but he was happy with the new
dish
How solution 1 resolved the
complaint
Managers give them a discount for apologizing.

customer complaint
Customers said they want to pay all, but finally they got discount and
satisfied.
complaint

Lilly
Resolved
Feedback Received from Staff fixed the problem quickly. Good feedback.
Customer Regarding Complaint
Resolution
Customers are satisfied but try to ask to customers any uncomforting

while they having meal.
Complaint Resolved
Your Feedback
The area of customers is seating is bit cold because of strong air

conditioning.
Highlights
Turn down the air conditioning and gave them blankets for covering.
Lowlights
Communication skill in complaints situations.

Care about controlling temperature in restaurant. Preparing some
blankets for that happening.
to the organisation
Turn down the air conditioning system. Up the temperature setting.

customer complaint
Making them not feel cold as much as before.

complaint
The solution 1 is not enough for them but we cannot control the
system more so gave them some blanket for covering their knee.
customer complaint
Finally they felt happy with that.

complaint

Jacob
Resolved
Feedback Received from Quick recovering and good communication skills

Customer Regarding Complaint
Resolution
Ensure cook properly and try to be respectful to customers.

Complaint Resolved
Your Feedback
He got a chicken dish, but the chicken was not fully cooked. The
customer got upset and complained.
Highlights
He had a bad experience with uncooked food, so he was bit sensitive.
Lowlights
Cooking skills in kitchen and service recovery in FOH.

Double check the inside temperature of the chicken dish.

to the organisation
Quickly response to customers giving him a new dish.

customer complaint
He needed to be waited for new dish, but he said it was ok.

complaint
Give him a free dessert for a service recovery.

customer complaint
He was happy with that free dessert.

complaint
END OF CUSTOMER SERVICE REPORT


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SITXCCS015 - Enhance customer service experiences

CUSTOMER SERVICE REPORT

Candidate Name Junggeun Min

Workplace/Organisation Spencer Kitchen

A. Customer Problems Resolved

Name of Customer Problem 1 Jane

Dealing with a dietary requirements and time managing

Customer Service Report Version 2.0 Produced 31 May 2023

Managing of booking list and communication skill.

Double check when the staff taking the reservations.

Customer Service Report Version 2.0 Produced 31 May 2023

Try to explain to customers step by step in complaints resolving

The manager of restaurant apologized and give them a new dish.

Communication skill with customers when they are feeling

Customer Service Report Version 2.0 Produced 31 May 2023

General impact of the complaint

Make the new dish for replacing.

Details of solution 1 for the

Managers give them a discount for apologizing.

Details of solution 2 for the

Customer Service Report Version 2.0 Produced 31 May 2023

Customers are satisfied but try to ask to customers any uncomforting

The area of customers is seating is bit cold because of strong air

Communication skill in complaints situations.

Customer Service Report Version 2.0 Produced 31 May 2023

Turn down the air conditioning system. Up the temperature setting.

Details of solution 1 for the

Making them not feel cold as much as before.

How solution 1 resolved the

Finally they felt happy with that.

How solution 2 resolved the

Customer Service Report Version 2.0 Produced 31 May 2023

Feedback Received from Quick recovering and good communication skills

Ensure cook properly and try to be respectful to customers.

He had a bad experience with uncooked food, so he was bit sensitive.

Cooking skills in kitchen and service recovery in FOH.

Customer Service Report Version 2.0 Produced 31 May 2023

General impact of the complaint

Quickly response to customers giving him a new dish.

Details of solution 1 for the

He needed to be waited for new dish, but he said it was ok.

How solution 1 resolved the

Give him a free dessert for a service recovery.

Details of solution 2 for the

He was happy with that free dessert.

How solution 2 resolved the

END OF CUSTOMER SERVICE REPORT

Customer Service Report Version 2.0 Produced 31 May 2023

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