1. Mr and Mrs Jones customer needs and expectations was to enjoy a memorable dinner on their anniversary by spending quality time over fine dining at Cape Lighthouse”, restaurant which had commanding views over the Coral Sea but when they arrived at the restaurant; they found there was no booking and expected that staff would take charge of the reservation and provide them details instead of shrugging off from responsibility. They even expected them to arrange alternative table instead of keeping them waiting. Lastly they expected an apology from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it. On any occasion customers expect a good service that can maximize service encounters experience to make even the bad things that happen to customers go away really quickly.
2. If customer service issues are not addressed on time the likely incidents that can negatively impact on business and down the customer interests on availing the service of restaurant would be lack of customer inclination and buying intention to visit restaurant due to their poor customer services and lack of staff accountability in event of unfavourable incidents. This would result to drop of sales and revenues for business due to low customer demand and in long run if issues are not addressed immediately it can create negative publicity and harm the restaurants brand image ultimately resulting into negative sentiments among customers which would even draw poor return to stakeholders and in adverse case closure of business.
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