Question

Describe a customer experience you have personally encountered where the good or service or both were unsatisfactory (e.g., defective product, errors, mistakes, poor service, service upsets, etc.). How might the organization have handled it better, and how could operations management have helped?

Answer 1

A customer experience which I have personally encountered where the goods or service were unsatisfactory was, once I was having a dinner in one of the best restaurants in the city and the problem with the food was the chef overcooked the food and the food was smelling as if it was burned. Initially when we tasted the food it seemed fine, but later on the food was smelling badly and even the vegetables in the cooked food was rotten. So we immediately complaint the restaurant manager regarding the food and he handled the situation by saying sorry to us and immediately took back the food and there was a fresh order of the food for us. The operation management in this case,the chef must have played a responsible role by tasting the food himself before serving the food to the customers. Always tasting the food in the restaurant before being served to the customers decreases the likelihood of bad food reaching the customers and destroying the reputation of the restaurant.

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