서비스 경영론 케이스 case 분석 complaint letter 컴플레인 레터

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서비스 경영론 케이스 case 분석 complaint letter 컴플레인 레터
1,2,3,4 문제.

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서비스 경영론 케이스 case 분석 complaint letter 컴플레인 레터

본문내용

1. Briefly summarize the complaints and compliments in Dr. Loflin`s letter.

⑴Complaints

Untrained and rude employees
Too slow service even restaurant was not busy
-Cocktail waitress responded impolitely so it makes customer embarrassed. (ex. "I`m not a stenographer.")
-Waiter informed Loflin that they could not order appetizers without ordering entrees at the same time. So they gave up ordering appetizer.
-The waiter addressed Dr.Loflin`s wife as "young lady." and "dear."
-Dr. Loflin asked the waiter`s assistant to bring us more rolls (each of his party had been served one when they were seated). Her response was, "Who wants a roll?"
-He had to make constant requests for water refills, butter replacement, and the
like.
-Take too long time to order menus. (ex. Then we sat for 15 minutes until the cocktail waiteress asked us for our drink orders.)

-Take too long time for drinks. (ex. He returned about 10 minutes later, our drinks still not having arrived)

-Entrees were served at 8:30, one and one-half hours after

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