Customer Care And Complaint Resolution Policies Commerce Essay

Customer reverence And Complaint Resolution Policies Commerce EssayAt Romans pizza pie, According to Chenet and Johansen (2006) client c atomic number 18 is the ability to inspire trust by being courteous, knowing ones products and understanding the guests needs. Complaint Resolution Policies ar defined asTo see the analysis of client c ar and care block policies at Romans pizza, this project consists of five chapters. Chapter 1 ordain explain the scope and brief description of Romans pizza pie which exit be including the background of Romans pizza, active the good and the service of the product and lastly about the industry. While chapter 2 is based on customer care insurance, vision and care averment of Romans Pizza and their impacts on customer care operations. In chapter 3 tot eithery complaints which Romans Pizza confront frequently will be touched and ship counsel of logging complaints by customers and who is responsible for attending customers complaints. Ch apter 4 will pay heed at the resolution demonstrate followed by Romans Pizza and turn somewhat prison term taken to re realise the complaints and how the VIP customers are waitd objet dart chapter 5 will focus on the review subprogram of the complaints brocaded by customers including how the escalations are handled and how complaint resolution closed. However as researchers we will alike recommend to the focusing in ground of how they back end improve on customer service considering that this is a more than competitive and even globalized humanness .this research work shall be handed over to management.CHAPTER 1THE squareResearchers apply Romans Pizza Time Beaters (Pvt) Ltd as a case teaching and conducted a research based on an Analysis of Customer Care and Complaint resolution Policies. This firm was found in 1993 when Arthur Nicolakakis bought over a struggling Pizzeria. He had a vision to provide the best none product at the lowest outlay. Its goal today is s till to be the best value for cash in the industry. Here in Botswana its operations started in September 2010, opening a single outlet in Gaborone which is located at Game City mall. It is said to be opening other operations in Francistown-Blue Jacket Street, Phakalane, and Square market take Mall. The competition in this industry is actually tough as recent entrants enter in succeederion.PRODUCTSIt is producing and exchange pizzas. They range from sizes small, medium and large. A customer can either book for a pizza over the earpiece or in person, and it takes about 10 minutes for it to be ready. mingled pizzas are produced with different flavours and taste depending on the ingredients used by the production department at Romans Pizza Time Beaters (Pvt) Ltd. They to a fault sell beverages such(prenominal) as water and soft drinks.THE INDUSRTYRomans Pizza Time Beaters (Pvt) Ltd falls under calorificel catering industry. Its competitors include Debonairs Pizza, other res taurants who are selling the same products and Pizza Den. Romans Pizza Time Beaters (Pty) Ltd has also branches in South Africa. Time Beaters (Pvt) Ltd was integrated in 2010 to provide clockly and precise transportation to product suppliers.CHAPTER 2CUSTOMER CARE POLICY AND VISIONCustomer care policy refers to the guide lines that are adhered by the organization when it is dealing with the customers whenever there is a problem. Usually such issues are expressed in vision and cathexis of the comp both in relation to the customers.MISSIONMission refers to what an organization rent for its purpose and existence as a supplier or manufacturing business of goods and provider of a service to the organization, (Schermerhorn, 2008).Romans Pizza Time Beaters (Pvt) Ltd mission isThe kaput(p)rE rattling Romans Pizza meal is made from the finest imported ingredients, all the way from Greece and Italy, as good as the freshest local ingredients. All meals are nimble to dress and are t herefore guaranteed to be fresh, delicious and straight from t he oven. The staffs ensure that the pizza experience is truly fit for a king. These are pizza perfectionists, it with and can prove it with the proud and passionate price promotion.Vision refers to the future predictions of the business in relation to what it offers in terms of operate that it offer, (Schermerhorn, 2008).Romans Pizzas vision is to be one of the best in selling pizza and to provide customers with the best value and to provide the best role product at the lowest price. Its goal today is still to be the best value for money in the industry.IMPACTS OF THE MISSION ON CUSTOMERSThis mission has a very big effect on customers as what pay backs into their headway immediately they see the mission statements. They will opt to buy at Romans Pizza because nigh customers like to be associated with value and quality. So if Romans Pizza does non live up with the expectation of the customers that may work against t heir success of the business and mission.CHAPTER 3FREQUENTLY FACED complaintSDefinition of a complaintAccording to Chenet and Johansen (2006) a complaint is a chance of introspecting what could rich person been gone wrong and caused dissatisfaction. It can also be referred to as an expression of any dissatisfaction.Ways of logging in the complaintsCustomers who are willing to complain can pose their complaints via the companys telephone numberThe company also has a tip box displayed on the counter. What management do they will summon all the staff and brief them about the complaints brocaded by customers and coming up with a solution.The other mode of complaining by customers is through face-to-face. This includes face to face interaction between the customer, and a customer service lesson of romans pizza, and thusly the matter is solved in the floor.The customers are supposed to address their complaints to the sales representative before reaching the coach.Process of loggin g in the complaintsCustomers have a way or process of complaining that is staged by management of Romans Pizza.First of all, complaining customers raise their complaints to the sales representative. The sales representative can resolve the matter at hand if it does non require the top management.If the sales representative is failing to solve the matter, it is then directed directly to the manager.At Romans Pizza complaint numbers are not issued as complaints which are raised by customers are very modal(a) and minimal and they do not take pine to solve a complaint so this avoid keeping customers waiting.Commonly raised complaints from customersSome of the complaints which are frequently by customers are as follows wait periodSometimes customers say they take a very long time waiting for the pizza to be ready. Some customers order hot pizzas and want them right away but according to the Production manager, a single pizza takes about 10 minutes to be well cooked.HygieneThe level o f hygiene at Romans Pizza does not motivate some customers because one of the customers stated that it is not clean since there are always flies in the eating area, and the producers or cooks do not put on their hats properly thus chances of their hair falling in the food are very high.Wrong ordersAnother complaint that is raised is a mismatch of the product that customers have ordered. For instance, a customer faculty order a pizza in thick flavour and the vendor can probably give the customer a thin base. This is normally due to many customers buying at the same time.The number of complaints that management of Romans pizza handle in a day cannot be measurable as sometimes there are no complaints at all. In some days, one-two or three complaints can be raised and most of the time there are no complaints raised, they are very average in terms of number.CHAPTER 4THE result PROCESSTHE COMPLAINT RESOLUTION PROCESS (LIST)Complaint resolution processes are the qualitys which are u sed by management of a business by wayA company can use the LIST method of solving a raised complaint by a customer. What happens is that when a customer is displease with any service pertaining a company in which he or she interacted he will be get a lineed to. After a customer has complained and listened to the customer service provider will then isolate the core and associated problems by asking the complainer some questions. Then the service provider will then solve the problem as quickly as viable and by so doing the customer will be informed. The last step of this method is to take the feedback from the customer to ensure that he is satisfied.Researchers have ascertained that Romans Pizza also use the same procedure while onerous to solve complaints raised by customers. First of all management listen to a complaint raised by customers and look at where could have been the problem by asking the customer some questions that are connect to the complaint. A service provider w ill adopt sort of a dialogue with the customer and if its a minor issue that can be solved by a service provider he will promptly solve it and if it requires the manager it will be passed on where he will settle the complaint. After all respond will be taken from the customer and will be informed.Usually each and both complaint is resolved using this same procedure.Escalation processRefers toStandard wriggle around timeRefers to time set to completing a process or an event that was done previously, (Kotelnikov, 2001). As different customers uses different meat of logging in complaints so the turn around time also differs at Romans Pizza and depend on the type of complaints raised, but commonly a complaint that is raised over the phone takes about 5 minutes to be solved and face-to-face complaint takes a very short time which is usually 2 minutes.Definition of DeviationsChenet and Johansen (2006) define deviations as a change from an agreement.As for the resolution process each and every customer is given the same priority and the process is the same while attending customers, even VIP customers. According to the customer service provider at Romans Pizza what the customer asks they provide in terms of services and said they appreciate customers complaints as they help in capitalising the mistakes done so as to work on it so that it can never reprise again.CHAPTER 5THE REVIEW PROCESSANALYSIS OF COMPLAINTSThe staffs of Romans Pizza normally handle meetings every week after the complaints have been collected. They then try to come up with ideas as to how to solve those complaints and strategies to ensure customer satisfaction. They can tie themselves better in giving the good customer service which makes them a good competitor against other rivals.HANDLING OF ESCALATIONSRomans Pizza normally make sure that those complaints that are frequently raised by the customers are cognise throughout the company so that those kinds of complaints can be prevented in th e future. policy change TIMEThis refers to a set offered for completing a process or on event as done in the previous process or an event (Kotelnikov, 2001).The maximum time taken to resolve the customers complaint does not take more than 30 minutes. Time is considered as money at Romans Pizza the moment a complaint arise the customer care providers immediately takes action and if the complaint is not solved the manager is engaged to assist to solve the problem. This process does not take min since the customer might lose patience and confidence in the company.COMPLAINT RESOLUTION CLOSUREAt the end the branch manager of Romans Pizza should solve customers complaint fairly, that is to say the branch manager should be and give the customer compensation to ensure customer satisfaction and create a good image for the company. After the sale customer satisfaction is chequered by calling back the customer to find out if they are satisfied with decision taken to solve the complaints.Conc lusionTo sum up the project, researchers can conclude that customer service is an integral part in a business for it to be successful and if it provides good quality service, more customers can be obtained and existing customers retained. Thats what Romans Pizza and Time Beaters (Pvt) Ltd is trying to do and if they keep on serving customers with quality they can gain jar against over their competitors.RecommendationsRomans pizza should improve the hygienic state of their company since it is not good for the health of the customer. The waitress must pay attention when the customers place orders and also brief about the variety of pizzas available in order to avoid mismatch in the products. Also the time estimated for the pizza to be ready should be taken into consideration because sometimes the time promised to the customers for the pizza to be ready is exceeded. The Romans pizza should not take more time to place the orders and should not make the customers to wait for a long time .