Jordan’s Restaurant Customer Service Report

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Jordan’s Service Experience

Positive service marketing experience encountered was at Jordan’s restaurant in Murrumbeena. Jordan’s Restaurant displayed the best customer service ever to be experienced. The restaurant is located on a quiet shopping strip with a railway station nearby. As we walked in together with my friend, we had minimal expectations. However, we were greeted very kindly and offered to sit anywhere we liked.

Usually, this kind of service is not an option with many restaurants. The waiter greeted us warmly and offered us menus and asked whether we’d like to start with some drinks. The food was delicious and served in detail as reflected within their menu. As we were eating, the restaurant had some jazz music playing in the background which was very soothing and made the experience all the more enjoyable.

During the meals, the waiter came around to inquire whether we needed some assistance of any kind. The payment process was not stressful since there were two cashiers within the restaurant (Baron and Harris). The level of cleanliness within the restaurant, warm greetings the choice and preference of where to seat made the whole experience lively.

This treatment in comparison to other restaurants was second to none. The issues of offering menus and something to drink is a standard procedure amongst most restaurants. The true test of their service was where the menus arrived with a wide selection of meals followed by a detailed description of available dishes. Finally, it was topped off with the delicious taste and excellent service. This revealed positive disconfirmation leading to enhanced satisfaction.

The provision of better customer services

However, the restaurant should expand their packing space to avoid the congestion of vehicles as we experienced. Poor level of communication and the expectation in the other two experiences did not match the level of service provided and should be improved. In these two cases what was portrayed as the gap between the quality of services offered and the responses towards customer treatment. The expectations were different from the performance at a glance (Baron and Harris).

Characteristics of people who provide excellent customer service

Recognition of customer’s needs is one important aspect which contributes towards employees awareness of the level of service required. This reduces role conflict and ambiguity in the process of delivering appropriate services since each need is attended to at different points. It also ensures employee job fit and respect accorded to customers.

A positive attitude leads towards teamwork, and this helps in avoiding role conflict and allow the prevalence of harmony within the workplace, it ensures a high level of understanding hence good communication network amongst employees and also between them and customers (Baron and Harris).

Diplomacy is an important component within the work environment; this is because it presents the best way of evaluating performance based on individual interaction with customers. Diplomacy provides employees with the opportunity of learning from one another and improves on their points of weaknesses.

High level of performance is usually realized whenever diplomacy is applied since employees learn various ways of interaction guaranteeing a productive workforce. Diplomacy presents a social and free environment for customers as well as employees.

Enhancement of employee’s identity is one of the characteristics contributing to a high level of customer service. This characteristic lead to the development of effective communication channels between employees and customers since it enhances self-esteem and change of behavior within the working environment.

Works Cited

Baron, Steven & Kim, Harris. Services marketing: Texts and cases. Basingstoke UK: Palgrave, 2003.

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