Báo Cáo Evaluate effectiveness of customer service activities in increasing sales for Kichi-Kichi hot pot ba

TOPIC
EVALUATE EFFECTIVENESS OF CUSTOMER SERVICE ACTIVITIES IN INCREASING SALES FOR KICHI-KICHI HOT POT BAR RESTAURANT ON 61 MA MAY STREET​
INTRODUCTION 2


Eating out is popular more and more every day in every country. Consequently, restaurants mushroom in all kinds and forms. Alone in the United State, it is expected that this kind of business can reach return at about USD 577 million in 2010 (Art of restaurant business_Entrepreneur). Viet Nam is not an exception. Several years up to now, the mushroom growth of restaurants can surprise anybody. Because of profit objective, businesses try to attract customer by all means. Thus, restaurant business is now more competitive than ever. Thus, to get success in this hard industry, it asks for the combination of many factors and among them, customer service plays an important role. In the service sector, customer satisfaction is a decisive factor with the existence of a business. Golden Gate is a typical company in restaurant business, and customer service is its priority care. Thus, in this study on the topic “Evaluate effectiveness of customer service activities in increasing sales for Kichi-Kichi hot pot bar restaurant on 61 Ma May street” writer will focus on analyze and evaluate the effects of customer service activities used in Kichi-Kichi hot pot bar restaurant on 61 Ma May from Golden Gate from flotation up to now, and from that point of view, I will offer some proposals in order to improve customer service policy of company. To do these tasks, descriptive method will be used to collect all information, and then statistic method to analyze them.

This essay will be divided into four main chapters:
Chapter 1: Introduction of the company with their problem.
Chapter 2: Theoretical framework
Chapter 3: Analysis and Finding
Chapter 4: Recommendation


Because this is the first time apply marketing theory to build marketing orientation for Kichi-Kichi restaurant, essay will not avoid some mistakes. Writer is looking forward to contributions and directions so the research will be better.
The writer has the honor of expressing deep gratitude to Mrs. Pham Thuc Anh who whole-heartedly gave directions.


Chapter 1: Introduce Golden Gate Trade & Service Joint Stock Company and Kichi-Kichi Hot Pot Bar restaurant and their problem. 3
1. Company and Kichi-Kichi hotpot bar restaurant system. 3
2. Issue. 8
3. Research questions. 8
4. Research methodology. 9
5. Research scope. 9


Chapter 2: Theoretical framework 10
1. Customer care or customer service definition. 10
2. The importance of customer service to business. 10
3. Requirements on customer service. 16


Chapter 3: Analysis and Finding 21
1. Define position of Kichi-Kichi hotpot bar on market. 21
2. Overview of Kichi-Kichi Ma May problem. 24
3. Customer service activities at Kichi-Kichi Ma May-Evaluate customer satisfaction rate. 25
Chapter 4: Recommendation 31
1. Orientation of marketing in 2010: 31
2. Some proposals to increase sales for Kichi-Kichi Ma May: 32


CONCLUSION 34
APPENDIX 35
1. Comment card: 35
2. “Eat 5 Free 1” leaflet: 35
REFERENCES 36