https://padlet.com/cuilingsama/z4xa3itx62ha ACTIVITY 2 - GROUP ASSIGNMENT en-us 2018-06-30 16:47:13 UTC 2023-02-14 02:10:19 UTC hello@padlet.com cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269035585 Click on the '+' button the bottom right and just input your thoughts i guess]]> 2018-06-30 16:56:32 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269035585 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269035653 Click on it to zoom

]]> 2018-06-30 16:58:47 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269035653 https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269066535 All she wanted was a sincere apology but was being told off by the general manager that is common to find hair in food]]> 2018-07-01 10:02:40 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269066535 https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269068837  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.]]> 2018-07-01 11:07:44 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269068837 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070492 Is named as P. 1 / P. 2 etc]]> 2018-07-01 11:55:58 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070492 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070582 "It is common to find hair in food" 

without any apologies or follow-up to do service recovery]]> 2018-07-01 11:59:32 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070582 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070612 1. Hanna (P7284706)
2. Li Ying (P7284707)
3. Afidah (P7284697)
4. Cui Ling (P7284698)]]> 2018-07-01 12:00:47 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070612 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070773 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 ]]> 2018-07-01 12:06:06 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269070773 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071079 Will be named as S. 1 S. 2 etc]]> 2018-07-01 12:15:12 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071079 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071144 A company should usually take 1-3 working days to acknowledge customer's complaint]]> 2018-07-01 12:17:21 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071144 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071177 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]]> 2018-07-01 12:18:30 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071177 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071266 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]]> 2018-07-01 12:21:05 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071266 cuilingsama https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071391 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]]> 2018-07-01 12:25:21 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269071391 nur_afidah_amran https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269074323 P. 5) Negligence

Refusal to accept full responsibility ]]> 2018-07-01 13:41:52 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269074323 nur_afidah_amran https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269074474 "Believing it was fair"]]> 2018-07-01 13:48:09 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269074474 nur_afidah_amran https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269074634 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.]]> 2018-07-01 13:52:10 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269074634 nur_afidah_amran https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269075059 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. ]]> 2018-07-01 14:05:54 UTC https://padlet.com/cuilingsama/z4xa3itx62ha/wish/269075059