Question

Case Study Read the case study and then answer the questions below in essay format.

Case Study

Assume you are a counter clerk in a fast-food restaurant. It is lunchtime, and the restaurant is full of patrons. As you are taking an order from a customer, a second customer steps to the front of the line, interrupts the first customer, and demands a replacement sandwich because the one she received is not what she ordered. The customer you were serving becomes indignant at the intrusion, while the other customer is clearly frustrated at having to return the sandwich that was made incorrectly. (Adapted from the textbook, page 131)

1. Your essay must include an introduction, a body, and conclusion, and it must address all relevant parts of the question.

Case Study Questions

1. What would you communicate to both customers? You don't need to provide the specific wording, but please include an explanation of your message to each customer. Be specific and include two concepts from the textbook to support your communication plan.
2. How can you best keep this situation from escalating to more aggressive communication? Again, be specific.

Answer 1

If this situation occurs, then as a counter clerk of a fast food restaurant I will make the second Customer to wait until the first customer complete it's order because if she come in front of the first customer than he/she may not like the gesture as he/she is already standing in a line for giving orders. The second Customer has received a wrong order, sometimes it may happen because you're in a hurry to watch other Customers too. As a counter clerk, I accept it was our fault but getting frustrated is not a solution of this problem. You should stand in a line and wait for your turn. And if your turn comes tell them your problem and if you've received a wrong order than they will replace it.

This can also happen as first customer is standing in a line to give his order and second Customer comes in front of them. The first customer can get offended and the other one is already in frustration, so there can be a fight between them. To don't let them fight it's the clerk duty to take some initiative and try to solve the problem before it becomes a huge issue.

Counter clerk can also ask one of his servants who are working in that restaurant to exchange the second Customer's order in case she doesn't want to stand in a queue. This will help to settle all things down.

So the conclusion is one shouldn't be in that much hurry and shouldn't come in front of others while they are already standing in a queue. This will lead to chaos between them. You should also be smart enough to handle such kind of problems which will not lead to a fight.

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