In this work, I will give you a background of Café Laura at Penn State University. and I will also give you some example questions about customer service and communications. What you need to write is design 17 questions about customer service and communications according to the example questions and background I give you.
the following is the background and example questions.
Please read carefully, Thanks!!!
Café Laura is a student run organization specializing in quick service lunch with a rotating menu Monday-Friday.. The café is a partnership between the Penn State University and the school of hospitality management. In essence, Cafe Laura is operated by the students themselves for class credit to learn how to cook, operate, and manage a full scale restaurant. Each day, a group of students are selected to be managers and create a menu, then delegate work to the rest of the students and gain experience in what it is like to actually run a restaurant. While the Cafe does not pay its employees (the students), it is currently running at negative profit margins so we are looking to find ways to increase efficiency and attract more customers.
The café is strategically located in the University Park and this enhances its accessibility hence minimizing time cost of having to walk looking for the café. The café is situated in the first floor of the Mateer building, a short walk from various campus attractions such as the Paterno Library. Unfortunately, the Mateer building is on the edge of campus and most of the major buildings are located centrally along with the student HUB with over ten different eatery options. Finding a way to attract more students is crucial to finding success in our opinion.
The distinctive enviornment of Café Laura is one of the positives we have been able to provide our customers. Free wireless internet offered by the University that ensures customers are able to eat and work on their studies while dining with us. Many comments from the customers have stated that once you are at Laura Café, you feel like prolonging your stay because of the comforts offered.
The café operates on a full week basis. During the week days, the coffee station is opened between 8:30 A.M to 1:30 P.M and the lunch is served between 11:00 A.M to 1:00 P.M. Along with the students who run the lunch hour, a more advance class is offered at night and requires students to serve a full meal to invited guests.
The café’s main challenge is ensuring safe serving to its customers while employing mostly new comers in the food industry. The skill level of our students can range from very experienced to some never working with food ever. In addition; There has been a steady growth in customers for the Laura Café, but being a student run organization, this results in limitations in the management of the café.
B. What We Are Looking for from Red Book Connect
Cafe Laura would like to pair with RBC to create solutions to help the students learn safe food management, as well as improving efficency to hopefully help close the gap of our negative margins. With the help of RBC, paperwork will be minimized to just a tablet to which only the managers will have access. Cafe Laura uses sheets and clipboards for almost every form and schedule they make. When it is all condensed onto one tablet and one website, there will be no need for all of the sheets of paper floating around the kitchen where they can be ripped or damaged in any way. This also makes sure no papers are lost by falling into the wrong hands. With the RBC tablet, the manager can also have access to all aspects of Cafe Laura right in the palm of their hands.
With HotSchedules, Cafe Laura is able to post their schedule for everyone to see, again, right in the palm of their hands. This will eliminate problems with swapping shifts or picking up open shifts. Cafe Laura will be able to monitor and approve all of these changes. Any updates to the schedules or announcements can also be sent out through HotSchedules via text and/or email, which assures all employees were notified. Pairing HotSchedules with the POS system will provide the accuracy and automatic recording of time stamps and labor reports that will take up much time and paperwork when done by hand.
Cafe Laura requires accurate inventory and food cost numbers at all times due to the amount of student-run meals and operations on a daily basis. With RBC and the Manager’s Redbook, the managers are able to keep all of these documents together. Everything is organized for the managers to easily read and record the information. This will keep everyone updated knowing where each manager has left off at the end of their shifts. Again, this also saves paper that would be used to post the schedules, create time-off sheets, and record labor information. We believe RBC would be extremely beneficial to Cafe Laura in saving time and money, ensuring accuracy in recording vital information, and ensuring safe food service to our customers.
And following are example questions.
1.How do you measure customer satisfaction and what are your current ratings?
2.Provide Do you host or sponsor events that help foster communication of best practicesbetween customers (i.e. Annual Customer Conferences, monthly newsletters, locallysponsored speakers, etc.)?
3.Do you have established programs for soliciting and incorporating customer input into itsproducts and services?Describe
4.Do you host a customer website for product support, training, and other customercommunications? Please describe the services offered through your website.
5. Describe your Customer Support Model in detail.
6. How many Customer Service Representatives do you have?
7.How many dedicated Customer Service Representatives would be assigned (full-time orpart- time) to Hamburger Bar and Grill account?
8. What are your customer service hours? What happens to calls outside of those hours?
9.Who will be the primary Account Representative and on average how many accounts willthis representative be responsible for managing?
10.What is the anticipated response time a Hamburger Bar and Grill employee can expect fromthe time a phone call is placed to the receipt of response from an account managementrepresentative?
11. Are the Customer Service Representatives employees or independent contractors?
12. Please provide your proposed problem escalation procedure
13. What is the average turnaround time for problem resolution?
14.What is the average number of cases per restaurant per year?
15. What are the top two problems your customers experience with scheduling