Customer service management

Case Study Scenario

You have been employed as Front of House Manager for Scarpetta, a successful family run business that has a team of 12 trusted and loyal staff. The restaurant has enjoyed success for over 20 years due to the consistently high standard of the menu provided. The owner is also the Executive Chef.
There has however, been a growing awareness for the need to upgrade their customer service practices. An online survey was recently undertaken and indicated that although the quality of the food was unquestionable, the customer service needed attention.
In the past, management have not involved the staff with decisions on running front of house and all customer service issues have been dealt with by the owner. Service team members are apprehensive about sharing customer feedback with the owner because it is their experience that the service team is always to blame and the owner will not listen.

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The following page outlines informal observations that support this realization.


• On more than one occasion, a double booking occurred due to poor monitoring of the online bookings.
• Ordering mistakes occur on a regular basis.
• Often tables are not served in order of their arrival – on more than one occasion diners expressed their dissatisfaction at having to wait too long, although they had arrived earlier than other diners
• Customer requests for items not on the menu are not referred to the kitchen staff – customers are simply told that the item requested is not available.
• The quality of the food is often acknowledged by diners, however on one occasion a chicken dish was sent back due to it being warm and not cooked sufficiently.
• Alcoholic beverages are often poured without use of a measure for regular guests.
• Complaints are often dealt with by giving customers a free dessert wine or coffee at the end of the meal rather than listening to the customer and dealing with the real issue. Few complaints are discussed with the owner.
• By spending time talking to customers you are of the opinion that although they enjoy the food, the menu rarely changes and is very ‘traditional’. This is seen as strength and a weakness by the customers.
• No record of customer feedback is available.
• Consumer trends are not being evaluated.
• Online customer feedback is not monitored.
• The historic customer base is declining.
• The full time team are very loyal, but not motivated to provide exceptional service. Their working practices are focused on making things easier for themselves, rather than focusing on the customer’s needs.
• There is no evidence of coaching or training for service staff and there is a high turnover of casual staff.




Task 1
Identify three (3) formal opportunities for the team at Scarpetta to participate in the review of service standards you are planning to undertake.

Task 2
Explain three (3) benefits of involving the team at Scarpetta in the service standards review.

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Role of Technology Paper

Write a 350- to 750-word paper describing how technology is utilized in the retail environment. Consider how technology has impacted the retail business and its customers as a whole. Address the most critical technologies in retail today.

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Financial Statements Paper

 Prepare a 700-1,050-word paper in which you define the purpose of accounting and identify the four basic financial statements. Be sure to explain how they are interrelated with each other, any why they are useful to managers, investors, creditors, and employees.

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"What Makes ______ the Best Place to Work and Why?"

Choose one (1) company that you believe would be an ideal company to work for based on working conditions, salary, opportunity for advancement and work involved. Use the Internet to research.

Write a four to six (4-6) page paper in which you:

1. 1.      Evaluate the fundamental driving forces that shape the organizational environment of the selected company. Be sure to address the following: competing in a global marketplace, workforce diversity, ethics and morality, and technological innovation.
2. 2.      Examine the selected company's specific practices or policies. Speculate on the major influences that these practices or policies have on individual and organizational outcomes.

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Fundamentals of Effective Communication in the Workplace

Effective communication skills are essential in the workplace. Some businesses invest in training their employees on how to effectively communicate, because effective communication skills go beyond conversations. Employees must know how to express business issues effectively when writing reports and emails. Understanding the benefits of effective communication helps businesses to develop a workforce that is able to communicate effectively with coworkers, customers, and suppliers and increase productivity.

Write a one to two (1-2) page paper in which you:

1.        Describe a time when you experienced effective communication in a business environment.

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Assignment 2: The Fiscal and Monetary Policy and Economic Fluctuations

Write a three to four (3-4) page paper in which you:

1.          Discuss the current economic situation in the U.S. as compared to five (5) years ago. Include interest rates, inflation, and unemployment rate in your explanation.

2.          Explain the changes in interest rates, inflation, and unemployment rates that your research yielded. Explain one reason for each of the changes in interest rates, inflation, and unemployment rates that you identified in Question 1.

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Assignment 1 - Career in Accounting

Accounting is the study of how businesses track their income and assets over time. Accountants engage in a wide variety of activities besides preparing financial statements and recording business transactions. These activities include computing costs and efficiency gains from new technologies, participating in strategies for mergers and acquisitions, quality management, developing and using information systems to track financial performance, tax strategy, and health care benefits management.

Use the Internet or database to research career options within the accounting field and accounting job postings in your local area to respond to the questions in the assignment.

Write one to two (1-2) page paper in which you:

1. Describe at least two (2) career options someone with an accounting education can pursue. Be sure to reference sources such as the Bureau of Labor Statistics and the American Institute of Certified Public Accountants.

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Nucor Corporation - Case Study Analysis

identify specific questions in order to arrive at practical, creative solutions. These solutions should be the student’s original ideas – not plagiarized (draft due in Session Three)

MS Word, double-spaced, left aligned, 1-inch margins, Times New Roman 12-pt black font

•Indent each paragraph ½ inch (except the Abstract)

•Use a professional tone (3rd person voice), not a conversational one

•Do not use contractions or slang

•Use correct grammar, spelling, punctuation, sentence structure, and 3rd person voice

•Follow APA format for proper quoting and citing 4 scholarly journals

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Understand contemporary issues affecting strategic human resource management

4.1 Identify contemporary issues affecting strategic human resource management (1.5 pages)
4.2 Analyse contemporary issues affecting strategic human resource management (1.5 Pages)

4.1 is about identifying the contemporary issues, whilst 4.2 is about evaluating them

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Integrated Marketing Communications, and the Changing Media Landscape

How to design the marketing communications for TWITTER to effectively and efficiently communicate a clear, consistent and compelling message to your target market over the next year.

1. Integrated Marketing Communications: Considering your new target market and any modifications, new product line extensions or new products you may have developed to serve the new target market needs, create your 'Big Idea" to be the basis of the message strategy for all your marketing communications.

2. Marketing communications objectives: Write at least three marketing communications objectives using the AIDA framework.

3. Promotion mix: Discuss which of the promotion tools would be the best choice to reach each of the three marketing communications objective. One tool must be advertising (traditional or online) You may have more than one promotion mix tool for any given marketing communications objective.

4. Media strategy: Discuss at least two of your media choices that you believe will best reach your target market with your advertising. Be specific with your choices, e.g. HGTV, Rehab Addict, because the product or service is targeting a do-it-yourself target market, or Home Depot website banner ads for the same target market. Or Morning TV National News, Good Morning America and The Today Show, 1st hour because your target market is educated urban workers. If using social media, discuss which social media and how they will be used to accomplish which objective

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Trends and issues in health care

In a formal paper of 1,000-1,250 words you will discuss the work of the Robert Wood Johnson Foundation Committee Initiative on the Future of Nursing and the Institute of Medicine research that led to the IOM report, “Future of Nursing: Leading Change, Advancing Health.” Identify the importance of the IOM “Future of Nursing” report related to nursing practice, nursing education and nursing workforce development. What is the role of state-based action coalitions and how do they advance goals of the Future of Nursing: Campaign for Action?

Explore the Campaign for Action webpage (you may need to research your state's website independently if it is not active on this site): http://campaignforaction.org/states

Review your state’s progress report by locating your state and clicking on one of the six progress icons for: education, leadership, practice, interpersonal collaboration, diversity, and data. You can also download a full progress report for your state by clicking on the box located at the bottom of the webpage.

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In a paper of 1,000-1,250 words:

1.Discuss the work of the Robert Wood Johnson Foundation Committee Initiative on the Future of Nursing and the Institute of Medicine research that led to the IOM report, “Future of Nursing: Leading Change, Advancing Health.”

2.Identify the importance of the IOM “Future of Nursing” report related to nursing practice, nursing education and nursing workforce development.

3.What is the role of state-based action coalitions and how do they advance goals of the Future of Nursing: Campaign for Action?

Summarize two initiatives spearheaded by your state’s Action Coalition. In what ways do these initiatives advance the nursing profession? What barriers to advancement currently exist in your state? How can nursing advocates in your state overcome these barriers?


A minimum of three scholarly references are required for this assignment.

Prepare this assignment according to the guidelines found in the APA Style Guide, located in the Student Success Center. An abstract is not required.

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Homework Assignment

1.    Explain Corporate Scenarios and then describe how they can have an effect on the formulation and implementation of a firm’s strategy.
2.    Describe the expanding roles outsourcing plays on creating an effective strategy. Discuss any outsourcing performed by your Strategic Audit firm.
3.    Select a functional strategy and then discuss how this functional strategy can enhance a firm’s bottom line.
4.    Discuss how Programs, Budgets, and Procedures can be used to create a successful strategy.
5.    Analyze the various Stages of Corporate Development. Describe which Organizational Life Cycle Stage your Strategic Audit firm is currently in.
6.    Describe the importance of synergy to an effective strategy.
This is the link
https://bookshelf.vitalsource.com/#/books/9780134184050/cfi/0!/4/4@0.00:0.00

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