After observing a customer verbally abuse a waiter, the first thing a manager can do to ensure quality service is to
A) throw the customer out of the restaurant.
B) assume the waiter provoked the attack and respond accordingly.
C) provide emotional support to the waiter.
D) review the delivery support system.
E) make sure services delivery expectations are consistent and coherent throughout the organization.

Question

Quizplus · Accepted Answer

Providing emotional support to the waiter is the best first step to ensure quality service. It shows that the manager values their employees and takes their well-being seriously. It will also help the waiter to regain confidence and provide good service to the remaining customers. The other options, such as throwing the customer out or assuming the waiter provoked the attack, are not productive solutions and may escalate the situation further. Reviewing the delivery support system or the coherence of service delivery expectations can be done later, once the immediate issue has been addressed.

After Observing a Customer Verbally Abuse a Waiter, the First