Putting Skills to the Test (CS U8D)

| November 13, 2015


Read the scenario and respond to the Checklist:


  • Discuss how you would use anger management skills as discussed in the chapter and in the CSR Tool Belt, and the Customer Service Resolution Strategies (in the Learning Activities) to respond to these customers on the website and how you would use other customer service skills to fix the issues at LaMars.


(the scenariois attached)


You may use the following reference: Gibson, P. (06/2011). The World of Customer Service, 3e, 3rd Edition. [VitalSource Bookshelf Online]. Retrieved fromhttp://kaplan.vitalsource.com/#/books/9781133708476/[AB221: Customer Service] 1 Scenario for Discussion You are the restaurant manager for LaMars Restaurant that is located in Orlando, Florida at the Aranet Resort (an all-inclusive resort that is quite popular in the Orlando area). Your manager, Bill, sent you the following email: You have to check out www.restaurantreviews.com. There are at least 10 people that have posted negative reviews on the website within the last 4 days for our restaurant at our Florida resort. I am shocked! I didn’t even know there was an issue. Apparently, they all said that the night shift was very lazy and that they are very slow. They also name a few servers that were rude and one even saw the cooks and other employees eating in the kitchen while they were supposed to be working. Please take a look at this site, and then let me know how you plan to handle it. –Bill After reviewing the website blog, you find the following comments (excerpts from www.restaurantreviews.com): “The night staff at LaMars was horrible. I actually caught the cook eating food off of one of the plates before serving it (I was walking past the kitchen to exit the restaurant). What a horrible thing to do and so disgusting!!” “My server, Joe, was very rude. He never refilled our drinks, forgot our appetizer, and when we pointed it out he was very short and asked “what do you want me to do about it?” “I waited for 50 minutes for my dinner last night. The restaurant was deserted so they weren’t busy. It was only 9 p.m. Then when I did get it, it was cold. I won’t be going back to LaMars” There were numerous other negative comments and reviews on the site as well.

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Dealing Effectively and Ethically with Angry Customers (U8A)

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