Question

The food-service manager should make sure that _____ is/are available to take customer complaints. a crisis management team spokesperson a crisis management team spokesperson at least two managers at least two managers a specified employee a specified employee standardized forms

Answer 1

The food-service manager should ensure the availability of managers or a specified employee to handle customer complaints.

Step-by-step explanation:

In a food-service setting, the manager should ensure the availability of at least two managers or a specified employee to take customer complaints. This helps to address any concerns or issues the customers may have and ensures effective problem resolution. For example, at Gavi's Fast Food Restaurant, the lunch-hour manager listened to customer complaints about confusing line-ups and took action by buying floor markings to guide customers to the correct cash registers, resulting in improved customer satisfaction.

Answer 2

Designating a specific employee or team to handle customer complaints in food-service ensures swift resolution and improved efficiency, as demonstrated by a manager successfully addressing a lineup issue.

Step-by-step explanation:

In a food-service environment, it's crucial for the manager to ensure that there is a system in place for handling customer complaints. One effective practice is to designate a specific employee or a small team who are trained and responsible for addressing complaints. This approach can lead to improved customer satisfaction and smoother operations, as demonstrated through an example where a manager resolved a lineup issue by implementing clear floor markings, which increased efficiency and reduced stress among customer service clerks. Therefore, having designated personnel or standardized forms can help a food-service manager efficiently collect and respond to customer feedback, ensuring business runs smoothly and customer concerns are promptly addressed.