Customer Service Policy and Procedures

Murray's Restaurant and Café seeks to provide an efficient, effective and equitable service to all customers. This policy’s key purpose is to enable the company to interact with its customers and let them know exactly what services they can expect.

Customer service procedure
Murray's Café is committed to communicating with customers in a way that promotes respect. All employees are provided training on how to interact and communicate with customers guided by the principles of dignity, independence, and equality.

Management actively promote that Murray’s will greet all customers as they enter the restaurant and seat customers within two minutes of their arrival in the restaurant with meals and drinks served within fifteen minutes of placing an order.

Wait staff must ensure that:

  • customers are greeted with a friendly and welcoming smile;

  • provided a table within two minutes of entering the restaurant;

  • offering the customer to take their drink order and repeating the order so as to avoid errors

  • serving the drinks order and asking if they are read to order their food;

  • take the food order and confirm the order including a confirmation of allergies or special requests for service.

Service staff must ensure that:

  • tables are sanitised and set prior to seating any customer;

  • chairs must be cleaned and free of any soilage;

  • menus are sanitised and placed in the menu holders;

  • condiments must be filled and cleaned;

  • background music is only played from the approved play list and played softly;

  • lights are turned on;

  • floor is swept and mopped at the end of each service period;

The duty chef must ensure that:

  • service orders are processed and meals prepared within 15 minutes of order;

  • meals must be prepared in accordance with the standard recipe cards and be presented as per the menu;

  • meals must accommodate any special dietary requests;

  • must immediately notify the service staff if there is an expected delay to service

Complaints Policy and Procedure

Management is committed to resolving customer complaints in a timely, consistent, fair, and confidential manner. Management want to make it as simple as possible for customers to lodge a complaint to avoid the risk of an unhappy customer completing a review of the restaurant using social media.


The objective of this policy is to make sure customer complaints are:

·        addressed in a timely manner so as to avoid any negative reviews; and 
·        not escalated to management in order to avoid delays in addressing customer complaints .

 Complaint handling procedures

Management do not wish to prolong any customer complaints. On this basis, staff are authorised to de-escalate customer complaints by:

  • promptly advise customers if there is an expected delay in service;

  • offering a free non-alcoholic drink if there is an expected delay in service;

  • promptly return any meal to the kitchen with the feedback from the customer and have a new dish prepared.

If for whatever reason a customer complaint cannot be resolved by a free non alcoholic drink or replacement meal, staff must apologise for not meeting the expectations of the customer and ask the customer how their complaint can be resolved. based on the feedback from the customer, the duty manager may need to speak to the customer with a view to addressing the complaint.

Conflict Resolution Policy and Procedure

Murray's Café is committed to sustaining a positive work environment in which employees work constructively together. This policy and the process have been established to ensure that all staff members are provided with a positive work environment.

The objective of this policy is to:

·         Ensure all employees of Murray's Café obtain an equal opportunity to resolve a conflict or complaint.

·         All employee complaints to be dealt with quickly, fairly and without any delay

·         Develop a mechanism that all employees trust

·         Improve the quality of communication between the employees and the management

·         Create a positive work environment

·         Ensure the authorised individuals resolve conflict as per the policy and procedures

 

Murray's Café ensures that all requests for conflict resolution, complaints and appeals are fully investigated and responded to promptly. Any employee complaint should be recorded in the employee conflict logbook, and a record of all complaints should be maintained at least for ten years.

Conflict Handling Procedures

Informal conflict resolution and complaint procedure

·         All employees are encouraged to resolve any workplace conflict first with their immediate supervisor

·         If reporting the complaint to the immediate supervisor is not possible, the employee should report the matter to the next level of management

·         The authorised person will analyse the conflict and determine the steps to resolve it within two working days, and prepare a proposed plan to remedy the conflict

·         If the employee does not agree with the decision proposed, he or she may proceed with the formal conflict resolution and the complaint process

Formal conflict resolution and the complaint process

·         If an informal process does not resolve the employee’s complaint, they may initiate the formal process

·         The complaint should be lodged in writing with all supporting details of the conflict situation and submit it to the complaint officer (supervisor or authorised individual assigned by the manager)

·         The manager will investigate the conflict by reviewing all of the information provided.

·         All formal complaints will need to be completed within five (5) working days of receiving the conflict resolution request or complaint

·         The manager will forward a copy of the proposed plan to resolve the issue to the employee by email, and the employee needs to reply within two (2) days whether he/she agrees or disagrees with the plan of action

·         If the employee accepts the complaint officer decision, he/she will send a copy of the signed reply to the HR manager

·         All conflict resolution plans are recorded and stored in the employee’s personnel file

·         If the employee is not satisfied with the manager’s decision, the employee will be referred to the relevant governeemnt department.