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UNIVERSITY OF THE PUNJAB

GUJRANWALA CAMPUS

Assignment
On
ETHICAL ISSUES REGARDING CUSTOMER

Course Title: SALES MANAGEMENT

Level: 2 Semester: VII Date: 13/10/2009

Submitted By: Submitted To:


Name: Mr. AHMED SAEED Name: Mam RABIA
Roll: BB06027 Lecturer
IBA Faculty, PUGC
Name: Mr. ABUBAKAR RAMZAN
Roll: BB06132

Marian Hotel
Marian hotel a subsidiary of 3 star ceramics was established in 2003 as
a marriage hall then it started its restaurant in 2005

Problem regarding ethics in Marian Hotel

Like all other businesses hotel management’s customer is at the top


priority and highly respected even he is right or wrong so in dealing
with such customers many ethical issues arise which must be
efficiently resolved by the managers keeping in view that the
customer’s respect and honor is the first priority.

First problem managers face there in dealing with the customers want
to arrange their functions like marriage, birthday etc.

• First of all they demand something different


• Customer compares with other competitors and bluffs
• Then they demand for increasing the number of dishes in the
menu
• Customer thinks that there is still flexibility in the prices offered
even after getting discount
• Customer diverts from modes of payment and need some time to
pay the dues

Booking manager highlights the positive aspects of Marian in which


other lacks which actually Marian have, Secondly on the issue of
increasing the number of dishes booking manager argues that there is
“one dish” restriction by the Punjab govt so we cant go against the
rules and regulations, also manager assures that maximum discount is
given,

Secondly managers face dealing with the customers of restaurant

• In restaurant sometimes time limit exceeds from the time


requested for the fulfillment of order
• Another issue arises when there might be a defect in the food
• Some other issues like cold food, noise, lighting, crockery
cleanliness, taste of any dish etc where the customer becomes
hyper or angry

In these situations manager of restaurant or the staff (waiters) first


listen everything whatever the customer is saying then he tries to
steam off the customer by saying “yes sir”, “you are right” etc,
whatever the situation is, if the food ordered is late then they provide
starter then makes some reasonable excuses like “Sir the dish you
have ordered requires more cooking time” etc.

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