Chapter fourteen service and customer relations
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Chapter Fourteen: Service and Customer Relations. Effective Servers Effective Greeters Seven Commandments of Customer Service Handling Customer Complaints. Foodservice. Varies with the type of establishment: Quick-service Dinner house. Greeters.

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Chapter Fourteen: Service and Customer Relations

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Chapter fourteen service and customer relations

Chapter Fourteen: Service and Customer Relations

  • Effective Servers

  • Effective Greeters

  • Seven Commandments of Customer Service

  • Handling Customer Complaints


Foodservice

Foodservice

Varies with the type of establishment:

  • Quick-service

  • Dinner house


Greeters

Greeters

  • The first and last person a guest encounters

  • Characteristics: well-groomed / friendly / knowledgeable

  • Knowing where to allocate guests/ seating positions

  • Use of magic phrases


Server

Server

  • Pleasant

  • Taking orders: suggest/ knowledgeable

  • Attentive

  • Hard-Sell vs. Soft-Sell

  • Skillful

  • Formality vs. informality

  • Introduce oneself


Training

Training

  • Efficiency

  • Cohesive

  • Better relationship

  • Stay on the floor longer


Foodservice teams

Foodservice Teams

  • Most common is the server/busser team.

  • Some restaurants operate with servers working two to a team.

  • Some systems work as the entire crew makes up the team.

  • The teams systems major advantage: Hot food is served hot.


Hard sell versus soft sell

Hard Sell Versus Soft Sell

“Will you have dessert?”-

“Would anyone like to have dessert?”

  • The hard sell: this may result in the customer feeling pressured.

  • The soft sell: Low key complete service.

  • The kind of clientele may determine the best approach.


Seven commandments of customer service

Seven Commandments of Customer Service

  • Tell the truth

  • Bend the rules

  • Listen actively

  • Put pen to paper

  • Master the moments of truth

  • Be a fantastic fixer

  • Say “Thank You” a lot


Formality or informality

Formality or Informality?

  • This depends on the kind of experience that you are trying to deliver

  • Some restaurants thrive on informality

  • Others may be more formal (ex. Servers only speak when spoken to)


General principals

General Principals

  • Complaints should be accepted at face value until proven to be with/out substance

  • Value the customers view point

  • Never try to explain when things go wrong


General principals1

General Principals

  • The atmosphere should be friendly

  • Teamwork is always appropriate

  • Extras are always appreciated


Setting tables

Setting Tables

  • Pleasing and inviting

  • Cutlery: spotless / easy to handle

  • Linen: clean / ironed / color

  • Everything is symmetrical


Look out for

Look Out For:

  • Difficult customers

  • Teenage confrontations


Effective approach in a difficult situation

Effective Approach in a Difficult Situation

  • Be diplomatic

  • Remain calm

  • Listen/get the facts

  • Empathize

  • Control your voice

  • Take care of the problem immediately


Service personnel as a family

Service Personnel as a Family

  • Many managers do whatever they can to create a family feeling among foodservice personnel

    • Encourage employees to eat and drink on the premises

    • Reduced meal prices

    • Sponsored employee parties


Tact always

Tact: Always

  • Are you alone? vs. Would you like a table or a booth?

  • Be courteous, respectful, and friendly to guests.


The end

The End


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