Customer Relations Case Study

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CASE STUDY: CUSTOMER SERVICE Caroline M. Arnold DeVry University Online Professor Charles Little Customer Relations For my business I chose to do JB’s Nightclub which is a local nightclub in my area that caters to 18 and over on Friday nights and 21 and over on Saturday nights. I interviewed Philip Bruner who is the Nightclub Manager and his duties entail scheduling, inventory, security, employee hiring/firing and customer service. During our interview I asked Philip what his customer service role was and how important customer service was to the business he worked for and his response was “my role is to ensure that our customers have an enjoyable, safe evening while in our club and that their experiences are pleasant and without proper customer service the nightclub could fail and close and many people would lose their jobs as well as the owner losing his business” (Bruner, 2013). When asked what the top three customer service issues they face at JB’s Nightclub the first response Philip gave me was security issues. “We have to ensure our customer’s safety at all times” (Bruner, 2013). To help with the customers safety they have taken many precautions including raising the entry fee, banning certain clothing, metal detecting wands and pat downs. JB’s Nightclub employs 6 bouncers and has them on a 30 minute rotation. There is always one at the entrance of the club to do the wanding and pat downs of the customers and one inside the door to take payment, check ID’s with a machine that helps to locate fake ones, and to put wrist bands on the customers that are over 21. They change their wrist bands on a nightly basis so that people cannot hand them out to anyone under 21. They have a bouncer at the middle partition separating the one side of the club for 20 and under that also contains the dance floor and the bathrooms from the other side of the club which is

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