Ethical Issues

UNIVERSITY OF THE PUNJAB GUJRANWALA CAMPUS

Assignment On

ETHICAL ISSUES REGARDING CUSTOMER

Course Title: Level:

2

SALES MANAGEMENT

Semester:

Submitted By:

Name: Mr. AHMED SAEED Roll: BB06027 Name: Mr. ABUBAKAR RAMZAN Roll: BB06132

Marian Hotel

VII

Date:

13/10/2009

Submitted To:

Name: Mam RABIA Lecturer IBA Faculty, PUGC

Marian hotel a subsidiary of 3 star ceramics was established in 2003 as a marriage hall then it started its restaurant in 2005 Problem regarding ethics in Marian Hotel Like all other businesses hotel management’s customer is at the top priority and highly respected even he is right or wrong so in dealing with such customers many ethical issues arise which must be efficiently resolved by the managers keeping in view that the customer’s respect and honor is the first priority. First problem managers face there in dealing with the customers want to arrange their functions like marriage, birthday etc. • • • • •

First of all they demand something different Customer compares with other competitors and bluffs Then they demand for increasing the number of dishes in the menu Customer thinks that there is still flexibility in the prices offered even after getting discount Customer diverts from modes of payment and need some time to pay the dues

Booking manager highlights the positive aspects of Marian in which other lacks which actually Marian have, Secondly on the issue of increasing the number of dishes booking manager argues that there is “one dish” restriction by the Punjab govt so we cant go against the rules and regulations, also manager assures that maximum discount is given, Secondly managers face dealing with the customers of restaurant • • •

In restaurant sometimes time limit exceeds from the time requested for the fulfillment of order Another issue arises when there might be a defect in the food Some other issues like cold food, noise, lighting, crockery cleanliness, taste of any dish etc where the customer becomes hyper or angry

In these situations manager of restaurant or the staff (waiters) first listen everything whatever the customer is saying then he tries to steam off the customer by saying “yes sir”, “you are right” etc,

whatever the situation is, if the food ordered is late then they provide starter then makes some reasonable excuses like “Sir the dish you have ordered requires more cooking time” etc.