Understanding Customer Satisfaction

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Mr. Jack has been in the food and beverages department for 20 years and for this 46-year-old cheerful person, work to him is something pleasurable and important. When asked, what makes him stay here this long, he said that it is human relations between departments and organizational familial atmosphere or the so-called “kekeluargaan” that made him enjoy working for Jackson Hotel. In all his working career in the hotel’s restaurant, he only focused on one thing that is, customer satisfaction. The happy and contented type, Mr. Jack puts much effort and dedication as Head Waiter in River.

He claims that his day-to-day challenge is customer satisfaction. He tries to understand the need of the customers and will do whatever he can to accomplish satisfying his customers. To him, customer satisfaction is a priority. He admits that he even gets into trouble trying to satisfy this goal by being creative and resourceful. He starts his day at 10am and immediately checks on his staff and the smoothness of how things are going. Once a week, he would allocate some hours to train his staff and having gone through numerous training seminars, Mr. Jack seems to show his technical competence and confidence in training. Continue reading