To manage and resolve complaints, K&N Management, a US owner of Fast Casual Restaurant Chains and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), established a number of methods, depending on whether the complaint was received in person, by phone, or on the web. Most complaints were submitted while the guest was in the store, and these were processed initially by staff. Managers followed up via table visits and conversation with the guest to ensure resolution ...

BPIR Categories

7.3.2 Manage customer complaints

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