经营标准手册operations standards manual3 5 guest feedback and situations oct 2011_W

1、Chapter 33.5 GUEST FEEDBACK AND SITUATIONSIntroducing Guest Feedback and SituationsWhen guests share information about their experience, it is not acomplaint, its feedback.They are sharing with us how theirSECTION QUICKVIEWexperience did not meet their expectations. Guests may bedisappointed or even

2、 angry about their experience but it is all valuable feedback.It is not a complaint, it isfeedback!Research shows the reason guests share their feedback with us isthey are connected with the brand and want to see us improve. Research has also shown in some markets, only one in ten guests will actual

3、ly share feedback with us leaving nine guests to tell many others of their experience!Why guests give us feedbackHow to manage guestfeedback and situationsGuest feedback allows us to review our operations and consideropportunities for improvement. This section focuses on managing guest feedback and

4、situations so we can benefit from the feedback.Standard Of ExcellenceFranchise Partners and Store Managers are to achieve the followingstandard of excellence in relation to Guest Feedback and Situations:Acknowledge that guest feedback is part of daily coffee houseoperations and a measure of the Gues

5、t ExperienceLead by example and manage all guest situations with respectand a Heart to ServeEncourage all Team Members to seek guest feedback as ameans of delivering and improving operational excellence 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM:

6、December 201113.5 Guest Feedback and SituationsApproved by: Jireh International Pty LtdChapter 33.5 GUEST FEEDBACK AND SITUATIONSObligationsFranchise Partners and Store Managers are obligated to:Manage guest situations according to the process outlined inthis sectionDemonstrate respect and a Heart t

7、o Serve when managingguest situationsDeliveronanyagreedactionswithinthenominatedtimeframeShare guest feedbackconstructive waywith the team - in a positive andDevelop team capability to effectively manage guestand situationsfeedback 2011 Gloria Jeans Coffees International Pty Ltd. All rights reserved

8、Commercial in ConfidenceOSM: December 201123.5 Guest Feedback and SituationsApproved by: Jireh International Pty LtdChapter 33.5 GUEST FEEDBACK AND SITUATIONSGuest Feedback and Situations - The Gloria Jeans Coffees WayFeedback to celebrate!Guests are emotionally connected to our brand and our way of

9、 doing business. You will often hear aboutwhat they enjoy and like about us. Thats something to celebrate and share with everyone. Franchise Partnersand Store Managers are encouraged to celebrate excellent guest feedback with the team.The Gloria Jeans Coffees Support Team sends out regular newslette

10、rs; contact your Operations Manager tofind out how you can share your good news stories with everyone.Guest situations and opportunities for improvementFrom time to time, you will need to address constructive or even negative feedback from guests.In order to effectively handle the feedback you are p

11、resented with in your coffee house, look first to the LASTmodel for handling guest feedback.It truly is the LAST opportunity to get it right! 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201133.5 Guest Feedback and SituationsApproved by: J

12、ireh International Pty LtdLListen to what your guest has to say - do not interruptAApologise and Acknowledge the issue, objection and complaintSSolve and Explore the problem - explore by asking more questions to uncover true issue then resolve itTThank them for taking the time to discuss the opportu

13、nityChapter 33.5 GUEST FEEDBACK AND SITUATIONSThe LAST process model can be broken down into specific demonstrations of the intention as shown below:Sometimes we hear only key words in a conversation and, usingonly those key words, we put together what we believe our guests are saying. What we heard

14、 and what our guest actually said can be two different things. Also, do not interrupt your guest, let them finish what they have to say.Acknowledging the guests concerns or complaints doesnt meanyou have to agree with them. It simply means you accept how the guest feels. To apologise is simply to sa

15、y sorry. This is the most important step in order to keep the guest coming back.To solve a guest complaint, you must resolve, answer, explain ordecipher what it is the guest is telling you. If you are able to do this straight away, then the only thing left to do is to thank them for their time. If,

16、however, you cannot offer the guest a solution straight away, you need to explore it further. The term explore means asking additional questions so you can establish exactly what it is that the guest is trying to tell you.Part of the solution may require you to honour our guarantee,that We will unco

17、nditionally replace or refund our guests purchase if they are not fully satisfied.The last step in the process model is about saying thank you. It isabout appreciating the guest and acknowledging their time and feedback is valuable to you and to the coffee house.Once you have completed the process,

18、you will also need toinform the team and make a note in the Daily Book - see Operations Standards Manual Section 6.11 the Daily Book for more information. 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201143.5 Guest Feedback and SituationsA

19、pproved by: Jireh International Pty LtdTThank them for taking the time to discuss the opportunitySSolve and Explore the problem - explore by asking more questions to uncover true issueAApologise and Acknowledge the issue, objection and complaintLListen to what your guest has to say - do not interruptChapter 33.5 GUEST FEEDBACK AND SITUATIONSManaging abusive or dangerous guest situationsOn rare occasions, you may be required to manage abusive or dangerous guest situations. These could rangefrom (but not limited to):A very loud and angry guest