Customer Needs and Expectations
When a customer visits an establishment, he will seek for excellent customer service from that place. The customer will expect a person who will attend him while solving his purpose of visit to the place. Customer will also expect a proper guidance from the attendant so that he can fulfil his demand from the establishment. In this case study, Mr. Jones and Mrs. Jones expect a well behaviour from the hotel staffs and an apologise for their misconduct (Lam and Mayer 2014).
Effects of the Incident of Customer Service Issues
The restaurant will definitely loose customers for their misconduct. The business of restaurant mostly runs because of the customer service as well as quality foods and ambience. If the customers are treated ignored then they will definitely spread a negative impression to their nearest and dearest ones.
Outline for Solving the Issue
The general manager of the restaurant must collect information about Mr. and Mrs. Jones so that he can address them properly for the apologize. The issue will be resolved if the manager can provide a compensation for them by offering a dinner at the restaurant in the table they have booked earlier. It can lead to a positive outcome that will decrease the negative impact on the minds of Mr. and Mrs. Jones (Cohen and Olsen 2013).
Recurring Issues in Customer Service
Customer service of Cape Lighthouse is definitely very poor. It is quite obvious that these types of incidents occur in a regular basis. The general manager must check the contacts of the restaurants and about their experiences which is causing a negative feedback for Cape Lighthouse. The manager can take feedback from the customers coming to the restaurant which can be a way to determine the problems faced by them in the different ways (Madera 2013).
Cohen, J.F. and Olsen, K., 2013. The impacts of complementary information technology resources on the service-profit chain and competitive performance of South African hospitality firms. International journal of hospitality management, 34, pp.245-254.
Lam, C.F. and Mayer, D.M., 2014. When do employees speak up for their customers? A model of voice in a customer service context. Personnel Psychology, 67(3), pp.637-666.
Madera, J.M., 2013. Best practices in diversity management in customer service organizations: an investigation of top companies cited by Diversity Inc. Cornell Hospitality Quarterly, 54(2), pp.124-135.