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 • 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 • Pleasant • Taking orders: suggest/ knowledgeable • Attentive • Hard-Sell vs. Soft-Sell • Skillful • Formality vs. informality • Introduce oneself
Training • Efficiency • Cohesive • Better relationship • Stay on the floor longer
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 “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 • 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? • 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 • 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 Principals • The atmosphere should be friendly • Teamwork is always appropriate • Extras are always appreciated
Setting Tables • Pleasing and inviting • Cutlery: spotless / easy to handle • Linen: clean / ironed / color • Everything is symmetrical
Look Out For: • Difficult customers • Teenage confrontations
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 • 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 • Are you alone? vs. Would you like a table or a booth? • Be courteous, respectful, and friendly to guests.