Expressio Pizza Complaints Case Study

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First of all, it is pointed out by the customers that most of our staffs are native Brazilians, unable to communicate in English. This is a prime predicament to take into account. It is totally impossible to run a business successfully if the customers cannot communicate their requirements and preferences to the salespeople, since majority of the customers do not speak Brazilian language. As a result misunderstanding between the customers and the staff is a common scenario. While the customer asks for one thing, he is served with something else.

A manager plays the most important role of a store. He is the one to be held responsible for any situation going on. Therefore he has to keep all his senses awake all the time to solve any crises to arise. But some customers complained that they could barely see the manager around when they needed him.

There were many complaints about the standard of the food and the service served. One of the customers grossed out when she found hair in the pizza and when it was complained to the staff, he couldn’t have literally paid any less attention. Then again there was this complains about the rancid and putrid food served.

The staffs are always too busy gabbing with each other so it isn’t unusual for the customers to wait for long hours. On the top of that the blaring loud music makes the scenario even clumsier than it already is. Food is served at a glacial pace. Some complained that the standard of food is going alarming down while prices are inflating. The staffs need elaborate training on the policies and manners of serving customers. Some complained about the terrible mistakes the staffs are making rampant without any tone of remorse.

Suggestions on Resolving the Issues:

It is high time now to provide our staffs with elaborate training on how to approach a customer, how to respect their tastes and preferences, prioritizing customers above all, being disciplined and punctual in their responsibilities, maintaining cleanliness and hygiene in food, presenting professionalism in their demeanor and services. The staffs should focus more on communicating well and in an honest fashion in order to ensure the finest quality. It is also necessary that the higher authorities, more preferably manager should supervise the stuffs more so that no negative consequences are compromised. As far as the hygiene is concerned, no excuse can be tolerated. It is this reason for which even the most loyal customers may turn away from us. The stuffs need to be more alert on what the customers need. They have to ensure their utmost sincerity in this case. The loyal nature of the stuff towards the customers will drive the customer to have a positive vibe in their minds about us and our authenticity.

It is important to imbed the staffs with the concern of upholding and maintaining the brand image we hold in the market. It is only possible when all level of employees should work as a team to convey the message to the customers though our approach, demeanor, food quality and prompt service that their requirement is our prime concern and we value each one of them with welcoming arms. And only then, the negative feedbacks arising in the minds of the customers can be mitigated to a great extent. And to sum up, it’s a collaborative approach that will sustain the overall image of our concern. Lacking in any specific service will neutralise all the other hard work and may ruin the reputation of our image in the market. As it has already taken a negative turn, not a single compromise can be made with regards to our top notch service.

TASK 4

1. Meaning of the Term Culture

A company’s culture is reflected in the environment created by the priorities it makes (Hindle, 2002). In some companies, these priorities are communicated explicitly through their mission statements or organizational structures or the way power is distributed to different departments or functional units. According to the opinion of a consultant, Tom Tierney, a corporation’s culture is determined by how their employees spontaneously behave as well as work around when they have no one around them to watch. There are several factors that shape and determine the nature of a corporation’s culture:

First of all, the employees’ behavior mostly determines the corporate culture. Newly recruited employees to any organisation have a propensity to imitate as well as gain and acquire knowledge from their supervisors and seniors which may range from tiny details as following dress codes to things like interpersonal communications.

Secondly, the culture of an organisation can be massively contoured by the type of personalities they filter out to recruit as employees for the concern. The assorted type of personalities of people working for a corporation will eventually determine and reinforce the distinctive culture of their own.

Thirdly, it is the nature of the industry that affects its probable culture. As for instance, a company from the movie-making industry will have their own distinctive corporate culture which will be very hard to relate to the culture of a high-tech based software company from the computer / electronic manufacture industry.

And lastly, the external environment of a definite company is also found to be molding a firm’s corporate culture to a great extent. The society and its values and traditions in which a company operates efficiently, can entail vital impacts upon the cultural norms of the company itself.

2. Norms and Values

Values can be termed as a set of standards that a group of people in a society or nation are found to nurture at heart. Value is what is considered seemingly appropriate and justifiable to prevail in the society. To the contrary, norms are set of standards or benchmarks that are established and abided by the people of a society. Values are a set of abstract ideas or concepts while norms are actions done externally (Browaeys and Price, 2008).

Norms may be categorized into two, formal and informal. Formal norms are those which are legally and seriously abided by, while informal norms are treated casually. In broader sense, formal norms are the mandatory norms that administer the human behaviour efficiently. These formal norms are more crucial and significant than informal ones. As the formal norms are are more crucial and technical than the informal ones, these play a great role in getting to know the about the functions of any human environment. Informal norms are neither found to be written nor spoken about, but they are taken to be societal rules. In case of informal