Customer Services Complaints

Jerry and Sue drive up to Crustee's to order lunch. The woman at the drive-through window says: "Welcome to Crustee's. How may I help you?" Jerry says in a loud voice, "I would like one hamburger, a large fries and a large cola." The woman repeats back the order by saying, "That will be one hamburger, and one large coffee." Jerry says, "No" very loudly. The woman says, "Sir, you don't have to yell at me." Jerry says "I didn't mean to yell at you" and repeats his original order again. This time the woman says: "Okay, that will be one cheeseburger, large fries, and a coffee." Jerry says, "No, that is not my order. My order is a large hamburger, large fries and a large cola." Finally, the woman, says, "That will be one large cola, large fries, and a hamburger." Jerry says, "Yes, that is my order." The woman says, "Please pull around to the drive-through window."

Jerry and Sue are behind a car waiting to pick up their order and pay. Sue looks down at her watch and says, "Jerry, we have been waiting ten minutes. Do you want me to go in and get the order?" Jerry says, "Let's wait five more minutes, then go in." After five minutes and no movement from the car in front of them, Sue goes into the Crustee's to rectify the situation. She tells the cashier, "We have been waiting 15 minutes behind one car in the drive-through for our order. We'd like to just pick up the order here."

The cashier explains Jerry and Sue's situation to the manager working the drive-through. The manager again asks Sue to repeat the order. Finally, Sue gets the order and tells both employees that it was a bad customer-service experience. Then she notices that the manager has a hearing aid.

Sue calls the store the next day and gets the name and address of the owner of the Crustee's franchise. She writes the owner a letter about her poor customer-service experience. If you were the owner, how would you handle the situation?

1		As the owner of the Crustee's chain of restaurants, what would you do to maintain customer goodwill and ensure that a similar incident does not occur again at any of your restaurant locations?
			A)	First, apologize to Sue and Jerry. Then, speak to the manager with the hearing impairment and ask him to communicate to customers that he does have a hearing disability. Once customers learn of the situation, they will be more likely to remain patient as the manager tries to sort out the problem any problems that crop up between customers and employees.
			B)	First apologize to Sue and Jerry. Then replace the loudspeaker system with more sophisticated communication equipment.
			C)	First, apologize to Sue and Jerry and explain to how you plan to remedy the situation. The remedy: You review your employee training procedures and look for ways to improve them. Then you implement any your new training procedures and request that all employees-both new and old-participate in the new training course.
			D)	First apologize to Sue and Jerry and assure them that the problem won't happen again. Then, follow up by sending them a booklet of Crustee's restaurant coupons.