BM201 Module 5 Lesson 1

February 4, 2021
NAME: CHARMINE B. ALBAO BSHM 2-B
SUBJECT: B.M. 201 (BUSINESS MARKETING)
PROFESSOR: DR. JONATHAN M. BISNAR DDM-ET
Module 5, Lesson 1
Customer Service Strategy
IV. Learning Assessment
Answer the following questions: in a piece of paper.
1. What type of restaurants you think required low requirements as far as

preparation is concerned and why?
The type of restaurants I think required low requirements as far as preparation is
concerned is the Fast-food Chain Restaurant, because the quick/fast food restaurants
operate in a highly competitive and dynamic industry. Fast food is defined as “easily
prepared processed food served in snack bars and restaurants as a quick meal or to be
taken away.” The leading fast food centers circle their marketing strategies on the
convenient location, changing preferences, quality of food and pricing, potential
customers, age of consumers, menu selection and diversification.
For people living in a fast-paced society, the fast food chains have become a
necessity since it saves time and effort to cook. The fast food industry has come under
criticism over concerns ranging from health issues, alleged animal cruelty, work
exploitation and cultural degradation as people’s food habits have shifted from traditional
foods.
2. Give a brief example of Market Segmentation, Leadership, Feedback and Reward
System.
Market segmentation is a common practice among all the industries. It is not possible for
a marketer to address the mass with same marketing strategy.
Example: Fast Food
Fast food chains like McDonald’s often segment their target audience into kids and
working adults and develop different marketing plans for both. Marketing efforts like
distributing a toy with every meal works well for kids and providing the food within 10
minutes, free Wi-Fi, and unlimited refills work well for working adults.
Leadership is about mapping out where you need to go to "win" as a team or an

organization; and it is dynamic, exciting, and inspiring.
Example: Leading a meeting or committee
This can be at school, at an after-school organization, any type of volunteer

organization, a job, a club, etc.
Feedback and Reward System.
Feedback is vital to the health of a unit. A leader must communicate feedback

effectively to a staff in order to get desired results and improved future performance.
As a leader and manager of people, you'll be required to give both negative and positive
feedback. Both are necessary, although positive feedback may be the easier of the two to
communicate.
Rewards for desired performance can take many forms. Along with feedback,
rewards are how you let an employee know he or she has done something right.
Although feedback and rewards are two different aspects of reacting to your
employees' work, they are often tied together. For example, after landing a major new
account, Jennifer's boss told her that not only was he pleased with how she performed,
but that she would be receiving a bonus for her good work. Both feedback and rewards
give employees a sense of how well they've done their jobs in the eyes of their manager
and the organization.
3. How Best Friend Concept strategy like Dealing with Customer complaint, Customer
Satisfaction, Competitive Service be a crucial part of any business entity?
BEST FRIEND CONCEPT STRATEGY
Dealing with Customer complaint: The acronym L-A-Z-E-R below is formulated to help
the reader member the basic steps in dealing with product complaint like when they deal
with their best friend.
Listen -Acknowledge- Solve- Empathize- Reinforce
 Listen to the customers. Show interest in what the customers have to say. Never
argue with customers and never interrupt them especially if they are angry. Be
sure that wanting to listen and non-verbal signs are consistent.
 Acknowledge what the customers are saying. Apologies customer’s inconvenience,
the episode that happen for the upset feeling caused by the incident. Address the
customer by name. That will at least convince the customers that you really
listening. Repeat the customer’s complaint to prevent miscommunication.
 Offer Solution. This means that more than one solution should be given, -allowing
the affected customer to choose among alternatives most suitable for him.
Remember, the act of complaining is inconvenient enough and the customers have
taken time to inform you about your company’s mistake or shortcomings.
 Empathize. Show the company’s concern. Indicate the company’s availability for
future service. Customers want their problems acknowledged and honored, not
overlooked and ignored.
 Reinforce your action with constant follow-ups. This means that the company have
to record all customer complaints to be able to tract them. Ask the customer if
the solution agreed on has worked for them. Otherwise, offer more work on the
company’s part until customer is satisfied.
Customer Satisfaction
1. Customer Satisfaction Survey

2. Quality Improvement Experiments
3. Critical Incidents
4. Problem Analysis
5. Conjoint Measurement
6. Complaint Analysis
7. Mystery Shopper Studies
8. Comment Cards
Each of the eight approaches provides a unique perspective on the customer which could
be integrated into a systemic and continuous CSM research process instead of doing the
above separately.
Competitive Service
When a customer gives allow mark to a company with a high service attribute,
improvements have to be done immediately. Otherwise, the company will be vulnerable to
competitive attacks. For instance, the service response time would be important to a main
frame computer user. If not satisfied, the customer may end up buying another brand in
their next expansion even the price would be a little more expensive.
V. Enrichment Activities/Outputs
On your long-sized bond paper. State all your business policies as many as you can
which you think can be effective in the implementation of customer service
satisfactions related to a type of business you considered.
These are my policies and rules to create a good working environment for employees and
an enjoyable dining experience for our guests. They are responsible for closely observing
these policies and rules.
The Restaurant Policies and Rules lists several basic employment policies and rules for
which every employee is responsible.
1. Discrimination against other employees or guests.

2. Dishonesty or discourtesy.
3. Not cooperating with fellow employees or management or insubordination (not following
directions.)
4. Fighting, threatening bodily injury to another employee or guest.
5. Any type of horseplay.
6. Verbal or physical confrontation with another employee or with a guest.
7. Violation of Company drug or alcohol policy.
8. Having a firearm or weapon on the premises except where permitted by law.
9. Eating, chewing gum, using cell phone or taking breaks in food-serving areas.
10. Smoking anywhere on the restaurant property.
11. Unethical conduct, including but not limited to falsifying timecards, manipulating VOG
results and parking cars.
12. Behavior that the Company reasonably believes is harassment or otherwise
inappropriate.
13. Misrepresentation or concealment of a material fact on employment application.
14. Failing to report policy or rule violations.
15. Failure to cooperate in an investigation.
16. Violation of Food Safety Policies and Procedures.
CASH CONTROL
1. Unauthorized taking of money, food or property from the restaurant or from a fellow
employee.
2. Eating food that has not been paid for or giving out free food or drinks to anyone.
3. Failure to ring up a sale in its entirety.
4. Failure to adhere to restaurant cash-handling procedures.
5. Coming up over or short in a cash drawer.
6. Vandalism or damage of Company property.
7. Leaving back door of restaurant open or unlocked: exiting/entering through back door
at beginning or end of shift or after dark.
8. Permitting visitors in work area or in dining room after closing, without consent of
Assistant Manager or Restaurant Manager.
FOOD SAFETY/SANITATION
1. Failure to follow hand-washing and sanitizing procedures.
2. Failure to use timers when preparing food.
3. Serving, eating or taking food that has expired.
4. Failure to record or place destroyed food items in the designated area.
5. Failure to ensure product is cooked to standards. Not adhering to prescribed security,
safety or health procedures.

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February 4, 2021

NAME: CHARMINE B. ALBAO BSHM 2-B

SUBJECT: B.M. 201 (BUSINESS MARKETING)

PROFESSOR: DR. JONATHAN M. BISNAR DDM-ET

1. What type of restaurants you think required low requirements as far as

Example: Fast Food

Leadership is about mapping out where you need to go to "win" as a team or an

Example: Leading a meeting or committee

This can be at school, at an after-school organization, any type of volunteer

Feedback and Reward System.

Feedback is vital to the health of a unit. A leader must communicate feedback

BEST FRIEND CONCEPT STRATEGY

Listen -Acknowledge- Solve- Empathize- Reinforce

1. Customer Satisfaction Survey

1. Discrimination against other employees or guests.

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