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Customer Service and Organisational Effectiveness

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Appendix 1

1. A brief background

The dining room is situated in Market Street, Ennis Co Clare, offers a relaxed an intimate setting for between 45 and 50 settings. They cater for all groups/parties and also offer a special kids menu for our younger guests. The restaurant is open 7 days a week from lunch 12-3.30pm, dinner 5-9. 30pm. This restaurant has won Business of the Year Award 2016 and an Excellence Award 2016.

2. Target Market

At the Dining Room all their materials are Irish, sourced locally and all the dishes are cooked fresh to order. They cater for Vegetarian & Coeliac people (CA). They also have an Early Bird Menu which is available from 5-6.30pm Sunday to Friday and from 5-6pm on Saturday. The restaurant is wheelchair accessible. Their local competition would be the Town Hall, Knox's Stone House, Rowntree and Seasons 52.

3. Organisation Presents

The dining room is advertised through their website, word of mouth and also through gift vouchers.

  1. Advertising
  • The dining room webpage

http://www.thediningroomennis.com/contact

  • The dining room Facebook page
  • The dining room trip advisor

https://www.tripadvisor.ie

  1. Premises

It's quite small from the front and has a bright interior throughout the restaurant. It has three bathrooms for ladies/men and has a disability bathroom.

  1. Products or Services

The restaurant caters for all occasions including birthdays, parties and holy communion/confirmation. They advertise special offers for various meals.

Please see below menus are examples Appendix 2, Appendix 3.

Appendix 2

Appendix 3

  1. How employees interact with the customer, each other and management

The dining room has a welcoming atmosphere. The staff and management work in a professional pleasant manner. The staff holds excellent communication and listening skills, both by telephone and face to face interaction with customers.

  1. Personal Dress/Uniform/Care/Hygiene

The restaurant has excellent attention to detail given to hygiene in all areas. The waiting staff wear a black shirt, black trousers with black shoes.

4. The Potential Positive and the Potential Negative Impact

Positive

Negative

Advertising

  • The website gives a description to customers to view what's on the menus for lunch, early bird and dinner. Lunch and dinner specials are given on the menu board outside the restaurant.
  • The menus may not suit all people.

Premises

  • It's a small premises with good lighting and caters for all occasions and larger groups.
  • As its suited in the centre of town parking is limited.

Products/Services

  • The restaurant caters for all larger groups for all occasions.
  • When the restaurant is fully booked walk-ins are not accepted.

How employee interact with the customer, each other and management

  • The standard of customer service is high from the food prep in the kitchen to the waiting staff and management.

How employer/management present themselves

  • Excellent attention to detail is given to hygiene in all areas All floor staff wear a black uniform.

5. Disability and Diversity

The Dining room restaurant caters for all ages and genders providing everyone with the same level of excellent customer service.

  • Wheelchair access
  • Disable bathroom

The Fergus Medical Centre

1. A brief background

The Fergus Medical Centre is a busy family run based General Practitioner Surgery based at No. 2, St. Anthony's Terrace, Ennis, Co. Clare. The practice employs two full time doctors, Dr. Denise Crowley and Dr. Tony Cox, a GP Registrar, a practice nurse Noreen, Mary and three administration/reception staff. There are no new patients been taken and is limited to appointments daily.

2. Target Market

The Fergus Medical Centre has its panel of GMS (medical card holders) patients together with its private patients.

3. Organisation Presents

A. Advertising

The surgery does not advertise as its patient capacity has reached its limit.

B. Premises

These premises are wheelchair accessible and is quite small. It consists of a hallway, two toilets, reception area leading off to three doctors', private rooms and a waiting room on the ground floor. Upstairs consists of the nurse's office, toilet, a doctor's private room and a waiting room.

C. Available Services

  • Ambulatory Blood Pressure Monitoring
  • Asthma Clinic
  • Childhood Vaccinations
  • Cryotherapy
  • Dermatology
  • Diabetic Clinic
  • ECG
  • Eyesight Testing
  • Family Planning
  • Flu Vaccine
  • Health Screening
  • Men's Health
  • Occupational Health
  • Smoking Cessation
  • Sports Medicine
  • Travel Vaccinations
  • Weight Reduction
  • Wheelchair Access
  • Women's Health

D. How employees interact with the patient, each other and management

The Fergus Medical Centre has a welcoming atmosphere with very pleasant receptionists and medical secretaries who interact very well with both patients and management. The staff holds excellent communication and listening skills, both by telephone and face to face interaction with patients. This is a very well organised practice which makes visits a pleasant and comfortable experience for patients.

E. Personal Dress/Uniform/Care/Hygiene

There is no uniform but the staff are presented well in a professional manner with the exception of the practice nurse, which consist of a white coat. The practice has great attention to detail given to hygiene in all areas.

4. The Potential Positive and the Potential Negative Impact

Positive

Negative

Advertising

  • Word of mouth

Premises

  • Wheelchair Accessible
  • Poor parking

Available Services

  • Advertised within the surgery notice boards
  • It's not freely accessible

How employee interact with the patient, each other and management

  • Pleasant interaction within patients and management

How employer/management present themselves

  • There is no uniform but staff are presented in a professional manner

5. Disability and Diversity

These premises are wheelchair accessible and is quite tight to access from the main door to the reception. There is limited parking outside the surgery and within the location. The surgery is suitable for all ages, genders and religious beliefs.

Appendix

  1. https://www.thediningroomennis.com/
  2. https://media.wix.com/ugd/511049_234dd1e2935b420ab8d061460612915b.pdf
  3. https://www.thediningroomennis.com/early-bird-menu
  4. See leaflets from The Fergus Medical Centre     

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