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Since Mr Ng could not attend to this matter urgently as he was on MC, he could have find other alternative. For example, giving his authority or power to his staff to settle this issue as soon as possible.

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The company should listen carefully and give emotional support by sympathizing and showing that they are really sincere in apologizing. As Mrs Wendy only hoped for a simple apology. Sometimes, customers just want to be acknowledge and want to feel appreciated as they have trusted the company enough to spent that much amount of money there.

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"Believing it was fair"

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P. 5) Negligence

Refusal to accept full responsibility

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1. Act swiftly, dont keep the customer waiting too long for a reply or follow-up action

2.  Dont shirk responsibility immediately by giving excuses

3. Understand the customer's situation and try to solve the issue by doing a service recovery(changing a new plate of food) instead of saying it's common that hair may fall into the food that is being served

4. If doing service recovery, to ensure it is just and satisfactory from the customer's point of view

5. Take every feedback / complain seriously and handle it sincerely / fairly before it blow out of proportion

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S.3 Should take no longer a week / two weeks to get back to customers to inform of the decision made

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S.3 Should take no longer a week / two weeks to get back to customers to inform of the decision made

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If the  fault really lies within the company, adequate compensation should be made to regain customer's trust and apologise

If it is customer's fault,
inform customer professionally and politely that company will not be doing any further action and thank  customer for feedback

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After informing customers their feedback / complaint has been noted,

Inform customer that an investigation has to be made in order to get to the bottom of the matters to give the customers an explaination

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S.1 Acknowledge the customer's feedback / complain immediately

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S.1 Acknowledge the customer's feedback / complain immediately

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A company should usually take 1-3 working days to acknowledge customer's complaint

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Will be named as S. 1 S. 2 etc

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Mr Ng and the company wanted to settle Mr's Scully's unhappiness with an offer of a set of diner for four worth about $270 or $300

but Mrs Scully rebuffed the offer saying she spent $20,000

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1. Hanna (P7284706)
2. Li Ying (P7284707)
3. Afidah (P7284697)
4. Cui Ling (P7284698)

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P. 2) Slipshot reply from the General Manager 

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P. 2) Slipshot reply from the General Manager 

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"It is common to find hair in food"

without any apologies or follow-up to do service recovery

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Is named as P. 1 / P. 2 etc

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Mrs. Scully had to wait almost a month--until Mr. Ng returned from a month's medical leave--before she could speak to him on the phone over the matter on November 15.

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All she wanted was a sincere apology but was being told off by the general manager that is common to find hair in food

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Click on it to zoom

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service quality hbl scenario activity 2.png

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Click on the '+' button the bottom right and just input your thoughts i guess