FACULTY OF BUSINESS AND MANAGEMENT

MKT 341
REFLECTION REPORT (JOM GRILL)

PREPARED FOR:
MISS SITI NOORHASLINA ABD HALIM

NAME MATRIX NUMBER

NUR AFIFAH AISYAH BINTI HAIRUL ANUAR 2022628178
NUR HIDAYAH BINTI MOHD RAKIDIN 2022663238
NUR AINA AMIRA BINTI NOR ZAMRI 2022648164
NASRIN NATASYA BINTI BAHRIN 2022831898
AHMAD IRSYAD BIN MOHAMAD RAMZI 2022601276

SUBMISSION:
6 DECEMBER 2023

1
TABLE OF CONTENT

NO TITLE PAGE

1. Introduction Customer Service 3

2. Background Company 4

3. Customer Service Issues 5

4. Discussion 6

5. Recommendation 7

6. Conclusion 8

7. References 9

8. Appendix 10

2
1.0 INTRODUCTION CUSTOMER SERVICE

Customer service is the help a company provides to its clients either before or after
they make a purchase or utilize one of its services. Other than that, it is the process of
attending to the needs of the client by offering and delivering competent, kind, and superior
service and assistance before to, during, and following the client's requirements being
satisfied. Meeting each customer's requirements and desires is also known as customer
service.

The objective of delivering customer service, however, may differ based on the
organization’s focus, such as industry, manufacturing, retail, word-of-mouth advertising. Many
businesses focus exclusively on providing services, while others offer both services and
products to their client. Offering product recommendations, resolving complaints and
problems, and answering general inquiries are examples of customer service.

Each of the customer service has a unique experience. While some customers might
buy something fast and go, others might come back with an issue or complaint. In either case,
the goal of customer service is to maximize every opportunity for connection and create long-
lasting relationships with your clients.

Meanwhile, satisfaction can be formed immediately over a period. Customers are

complex and have many preferences and concern. It is the job of service providers to create a
happy moment and pleasant experiences, as well as solve customers’ problems. Plus, it is also
fact that satisfaction can also occur after the service completed, and customer can only think to
realise how good or bad it is.

Due to technological advances, the ways in which customer service is delivered has
changed over the years. In the past, customers would personally speak with companies or send
letters by postal mail. These days, customer support can be reached by phone, email, chatbots,
or even FAQ webpages.

3
2.0 COMPANY BACKGROUND

Jom Grill restaurant started operating on 18th March 2022 at the Taman Tan Leng Ann,
Segamat, Johor from 530pm to 1130pm every day expect Friday. This restaurant focusing on
the goals of “Grill, Steamboat, Buffet”. The owned by Mohd Akmal Bin Kasim, 36 years old
from Pontian Johor.

The idea to created Jom Grill is because, the owner who is very love to eat steamboat.
If possible, every week he will eat steamboat. So, he decided to open his own business for
makes all customer able to taste steamboat with a reasonable price which is for adult RM36.50
per head and for kids RM18.50 per head. This restaurant is an attraction because of the strategic
location and the many types of menus available.

Jom Grill restaurant use only the freshest and finest ingredients in their steamboat. Their
broth-based soup is made daily from scratch and simmered for hours on the stove before
serving to the customer to be then completed with choices of juicy meat slices, fresh seafood
and meatballs.

Jom Grill restaurant mission is to continue provide unique favourites with a local twist
to all our beloved customer at an affordable price rate, while maintaining the modern and clean
ambiance at Jom Grill restaurant. From sourcing to serving, our customer is our primary focus,
ensuring a nourishing, well-prepared meal at each opportunity to serve customer, served with
respect and always full of smile.

4
3.0 CUSTOMER SERVICE ISSUES

A “customer services issue” refers to any challenge or difficulty by a customer during

their interaction with a company or its offerings. These issues encompass a variety of situations,
such as product-related problems, dissatisfaction with services, billing discrepancies,
communication issues, or any aspect of the customer experience that does not meet the
customer's expectations. Effectively addressing and resolving these issues is essential for
fostering customer satisfaction, loyalty, and positive relationships between the customer and
the business. Companies often establish dedicated customer service departments or support
teams to promptly and courteously handle these concerns.

There are several main issues related to Jom Grill Restaurant including quality control.
It is because quality control involves consistently standards in term of taste, freshness,
presentation and safety. The taste and flavour of food that has been serve on this restaurant was
inconsistent or deviation from expected taste profiles. Customers feel so bad when eating their
food. After that the food taste would be spoil because of improper handling, storage and
preparation ingredients. For example, some customer complaint that meat that they eat taste
raw and feel like it was already expired.

Another issue that we find is lack of hygiene and sanitation at the Jom Grill Restaurant.
We find that restaurant fail to regularly clean and sanitize kitchen surfaces, equipment and
utensils that lead to buildup of dirt and pathogens. It is not only suffering the staff but also will
affect the customer. The restaurant doesn’t have a safety food protocol, routine inspections, and
promptly implementing corrective measures. It is crucial to establish a strong management
system for hygiene and sanitation to safeguard the safety and satisfaction of customers. For
example, we found that the dining table also has not being clean correctly.

The last issue that remains to the Jom Grill Restaurant is staff didn’t get enough training
on serving the food and handling the customers. In a recent customer service engagement, the
representative encountered difficulty addressing the customer’s specific question regarding
product compatibility, delivering information that was both vague and inaccurate. This lack of
expertise from the staff member not only led to customer frustration but also underscored a
notable deficiency in the overall quality of service. For example, when customers want to order
a food, the waiter didn’t know how to serve them, and this make customer feel uncomfortable.

5
4.0 DISCUSSION

The issue of customers not adhering to the restaurant's Standard Operating Procedures
(SOP) at Jom Grill Segamat is a multifaceted challenge that affects the overall dining
experience and operational efficiency. One significant impact is on the staff, as they are
tasked with ensuring a safe and smooth environment for both customers and employees.

When customers neglect to follow SOPs, it can lead to heightened stress among the
staff, who must delicately address the situation without causing discomfort or conflict. This
not only adds an extra layer of responsibility for the restaurant's team but also jeopardizes the
well-being of other patrons who may feel uneasy about their surroundings.

Effective communication of SOPs is crucial in managing this issue. The restaurant

could explore employing clear signage, digital communication platforms, or even staff
members dedicated to educating customers on the importance of following guidelines.
Ensuring that customers understand the reasons behind the SOPs, such as health and safety
protocols, can contribute to greater compliance.

Enforcement strategies must strike a balance between maintaining a positive customer

experience and upholding safety measures. Staff training in conflict resolution and diplomacy
becomes essential in navigating situations where customers resist compliance. Additionally,
empowering employees to report concerns and providing them with the necessary tools to
address non-compliance can foster a more proactive approach to maintaining SOPs.

Furthermore, Jom Grill Segamat may consider soliciting feedback from customers to
understand their perspectives on the existing SOPs. This can aid in identifying areas where
adjustments or improvements may be necessary. It's essential to create an environment where
customers feel heard and valued, fostering a sense of collaboration in adhering to SOPs.

In conclusion, addressing the issue of customers not following SOPs at Jom Grill
Segamat requires a comprehensive approach. From effective communication and education to
strategic enforcement and continuous feedback loops, the restaurant can work towards
creating a safer and more enjoyable dining experience for everyone involved.

6
5.0 RECOMMENDATION

• Listen and Empathize

The first step to handling a customer complaint is to listen carefully and empathize with their
issue or problem. Don’t argue, interrupt or make excuses. Instead, show that our care and
understand how they feel it. Use phrases like, “I’m sorry to hear that”, or “I appreciate your
feedback”. By listening and empathizing, can defuse the situation and make the customer feel
respected.

• Apologise and take responsibility

Staff will apologise and take responsibility for the mistake or issue. Even if that staff not
directly at fault, but they should apologise on behalf of the restaurant and acknowledge that
something went wrong. Staff should use phrases like “I apologise for the inconvenience and
will take full responsibility for this issue”. By apologizing and taking responsibility, that will
show our value the customer and their experience.

• Offer a solution and follow up

Depends on the nature and issues of the complaint, staff may offer a free dessert, drink, give
discount or refund. Staff also can ask the customer what they would prefer as a solution to the
problem. Staff can use phrases like, “What can we do to improve our service? "or maybe “How
can we make this right for you”. After offering the solution, make sure to follow up with the
customer and check if they satisfied and happy. Staff can also ask “Is everything okay now?”
and thanks customer “Thank you for your patience and understanding”. By offer a solution and
follow up customer, can demonstrate that we care about the customer and appreciate them.

7
6.0 CONCLUSION

Our greatest asset is the customer! Treat each customer as if they are the only one – Laurice
Leitao

To conclude, we managed to did an interview with the owner of Jom Grill at Segamat.
This opportunity was a memorable and valuable for us especially when we able to understand
more further about this subject. Thus, we gained a lot of new experience such as having a
good communication while did the interview with the owner which is related to this subject.
Undeniably, we can see and understand that good communication in a business is the key of
succesful in customer service. Moreover, this was evidence when we did the interview and
observation on how Jom Grill managed to serve and treat their customer equally and politely.

As we mentioned earlier, this experience is memorable and valuable to us because we

prioritized in learning this subject and got something new that we never faced before. After
did the interview session, we realized that in a way to have a good customer service, we have
to learn and face anything happen during we did the customer service. Although, if something
happen because of the staff itself, they will make an apologise to the customer for the bad
services.

During the interview session too, we also have chance to interview one of their staff
and ask what kind of food serves here and he answered it well. This prove to us, that Jom
Grill had trained their staffs very well. Besides, we ended up eat there and also having a good
time with the owner of the steamboat restaurant.

Last but not least, we realized that running a business is not only about gaining a lot
of profit, but it is also about a good communication with the customer and serving the best
services for the customer.

8
 7.0 REFERENCES

Studocu. (n.d.). MKT 341 Group Assignment - CUSTOMER SERVICE IN BUSINESS (MKT
341) TITLE: AIR ASIA OCTOBER 2022 – - Studocu.
https://www.studocu.com/my/document/universiti-teknologi-mara/mata-pelajaran-
umum/mkt-341-group-assignment/54151304

What is customer service? (n.d.). Oracle Malaysia.

https://www.oracle.com/my/cx/service/what-is-customer-
service/#:~:text=Customer%20service%20refers%20to%20the,or%20responding%20t
o%20general%20questions.

MKT341 reflection report - Faculty of Business and Management Universiti Teknologi MARA
Merbok,. Studocu. (n.d.). https://www.studocu.com/my/document/universiti-
teknologi-mara/business-studies/mkt341-reflection-report/62681851

Grant, M. (n.d.). What is Customer Service, and what makes it excellent?. Investopedia.
https://www.investopedia.com/terms/c/customer-service.asp

8 types of customer service | indeed.com. (n.d.). https://www.indeed.com/career-

advice/career-development/types-of-customer-service

9
8.0 APPENDICES

10