Sushi Kin Sdn Bhd

Customer Feedback Action Form

Operations
CF Reference: MP / 180604 / NUR (Retrievable from Subject of CS Email - Example: USJ/170101/NUR)

Report Date: (4-JUNE-18 )

Incident Details
Date: 4-Jun-18 Time: 4:05 AM
Manager On Duty (MOD): FAIZAL/RUHANA Staff Involved: CASHIER
Receipt No (CHK): 988 Bill Amount: RM 89.80

Incident Chronology (Completed by MOD)

What happened?
○ DURING CASHERING, AFTER TELL AMOUNT THAT SHOULD BE PAY, CUSTOMER GIVE CASH AND MEMBER CARD
○ CASHIER THAN KEY INN FOC VOUCHER AS THE CUSTOMER ONLY GIVE CASH MONEY AND MEMBER CARD
○ LATER ON, CUSTOMER SAID SHE HAS A VOUCHER AND WANT TO REDEEM
○ CASHIER EXPLAINT TO CUSTOMER THAT SHE CANT KEY INN REDEEM VOUCHER AFTER PUNCH BUTTON FOC VOUCHER
○ THEN CUSTOMER SAID WHY BEFORE THESE THEY CAN REDEEM BUT NOW CANT
○
○

What was being done to recover the customer? (e.g. Apology, Discount, Compensation etc)
1.
2.
3.
[To provide evidence or supporting document (if necessary) as attachment in email: Receipt, DSR Report,
Credit Card Settlement, photos, medical report/receipt, physical object etc.]

Investigation Findings (Completed by District Manager)

Root Cause(s)
1. STAFF MISSCOMMUNICATION REGARDING NEW PROCEDURE
2. STAFF NOT INFORM AND EXPLAIN PROPERLY
3. CASHIER NOT BEEN INFORMED MANAGER TO INFORM REGARDINGG THIS ISSUEE

Corrective Action(s)
1. TEACH BACK CASHIER ABOUT NEW PROCEDURE
2. MOD DO SHORT BRIEFING TO ALL CASHIER ABOUT CASHIERING PROCEDURE
3.
4.
5.

Revision No: A1
Revision Date: 20 July 2017
 Sushi Kin Sdn Bhd

[If applicable] Service Recovery Action(s)

Date of Call: 5-Jun-18 Time of Call: 2:18 PM

Conversation Content
○ CASHIER NOT BEEN INFORMED MANAGER & NOT FOLLOW PROCEDURE SOP
○ Appologize to customer and informed her,our team will not repeat again in future.
○

Does customer accept your apology and satisfy with the explanation? YES / NO

Further Arrangement (If applicable, e.g. meet-up, compensation etc)

1.
2.
3.

Additional Note/ Remark:

Revision No: A1
Revision Date: 20 July 2017
 Sushi Kin Sdn Bhd

[END OF REPORT]

CASHIER NOT BEEN INFORMED MANAGER & NOT FOLLOW

Revision No: A1
Revision Date: 20 July 2017
 Sushi Kin Sdn Bhd

/170101/NUR)

4:05 AM
CASHIER
RM 89.80

D MEMBER CARD
MBER CARD

H BUTTON FOC VOUCHER AS NEW PROCEDU

Revision No: A1
Revision Date: 20 July 2017
 Sushi Kin Sdn Bhd

2:18 PM

Revision No: A1
Revision Date: 20 July 2017
 Sushi Kin Sdn Bhd

Revision No: A1
Revision Date: 20 July 2017