EFFECTIVE COMMUNICATION FOR FOH ASSOCIATES WITH CUSTOMERS

1. EFFECTIVE COMMUNICATION WITH CUSTOMERS FOR FOH ASSOCIATES

2. Objective To empower Front of House (FOH) associates to deliver exceptional service, build positive customer relationships, and contribute to the overall success of the restaurant.

3. WIIFM • Ensuring that FOH associates accurately understand and input customer orders to minimize errors and enhance customer satisfaction. • Equipping FOH associates with efficient communication techniques to process orders quickly and keep wait times to a minimum during peak hours. • Developing effective verbal communication skills to greet customers warmly, address inquiries, and provide assistance in a friendly and professional manner. • Training FOH associates to effectively promote special offers, upsell additional items, or suggest meal upgrades to increase sales revenue while enhancing the customer experience.

4. Introduction As the frontline representatives of our restaurants, FOH associates play a pivotal role in ensuring positive customer experiences. Effective communication skills are essential for creating a welcoming atmosphere, accurately processing orders, and addressing customer inquiries or concerns promptly. Following are key communication skills:

5. Courtesy • Maintain a friendly and respectful attitude, even during challenging situations. • Greet customers warmly with a smile and positive demeanor. • Use polite language such as "please" and "thank you" throughout the interaction.

6. Speak clearly and annunciate words to ensure customers understand you. • Avoid using jargon or slang that might confuse customers. • Repeat the order back to the customer to confirm accuracy. Clarity

7. Consideration Pay attention to the customer's needs and preferences. Listen actively to their requests and ensure their concerns are addressed. Offer assistance or alternatives if the customer is undecided or has specific dietary requirements.

8. 1. • Keep your communication concise and to the point. 2. • Avoid unnecessary details or elaboration when taking orders. Conciseness 3. • Be brief but comprehensive in addressing customer questions or concerns.

9. Completeness • Ensure all necessary information is exchanged during the transaction. • Double-check orders for accuracy and completeness before finalizing. • Provide additional information proactively, such as specials or promotions, to enhance the customer experience.

10. Rapport • Provide specific details when discussing menu items or options, particularly with regular customers. • Do not get overly comfortable with regular customers. They are customers speak with the respect all customers deserve. • Offer recommendations based on customer preferences and relationship, highlighting key features of menu items.

11. Correctness • Correct any mistakes promptly and professionally, apologizing if necessary. • Ensure accuracy in processing orders and handling transactions. • Verify pricing, discounts, and payment methods accurately.

12. Maintain eye contact and attentive body language to convey sincerity and engagement. • Adapt your communication style to suit the customer's demeanor and preferences. • Stay calm and composed, especially during busy or stressful periods. • Seek clarification if you're unsure about a customer's request or question. • Continuously seek feedback from supervisors or peers to improve your communication skills. ADDITIONAL TIPS FOR EFFECTIVE COMMUNICATION AS FOH ASSOCIATES:

13. By mastering these effective communication skills and incorporating the 7Cs into your interactions, you can ensure that every customer feels valued and satisfied, enhancing the reputation and success of our fast food restaurant. ANY QUESTIONS/DISCUSSIONS?

14. Thank You