1. Chapter 1 Successful Customer Relations

2. Customer Service Employee and manager attitudes, skills, and policies that allow an operation to meet its customers’ needs and wants

3. Internal Customer Employees and coworkers who depend on one another to do a good job.

4. Service Encounter Customer contact with an operation’s employees

5. What is the importance of customer service to food service? Competition for customers makes good customer service a must. To keep customers coming back for more, excellent service is essential. Even if the food is great, customers will be disappointed if the service is poor.

6. List the reasons and the ways to make a positive first impression in the food service industry. Dress appropriately Practice good hygiene Wear clean, wrinkle-free uniforms or clothing that is in good condition Maintain clean hair, held back or up Have clean hands and nails Do not wear strong fragrances Do not drink, eat, smoke or chew gum in front of customers

7. A Perfect Service Match Anticipating customer’s needsA server says, “May I take your order?” rather than “Ready?” Communicating effectively with customers A customer disgruntled over slow service is given a free piece of pumpkin pie. TeamworkA host asks, “Will you need a booster seat for your child?” CompingA manager buses a table

8. Describe a variety of customers that may have special needs. Older customers - difficulty seeing hearing, walking, carrying objects Customers with disabilities – seating accommodations Families with children - children’s food on menu, high chairs, snacks, crayons, Customer on a special diet - know menu, offer suggestions Customers with food allergies – know menu

9. Communicating by Example Topics to discuss with guests Appropriate & Inappropriate Menu item descriptions Appealing & Unexciting Non verbal communication cues Positive & Negative Phrases used to greet customers Overused & Fresh

10. Distinguish between effective and ineffective communication with customers by giving examples. Speak clearly and politely Avoid inappropriate topics (personal life, unpleasant events, tips) Speak courteously and in full sentences Replace tired overused phrases Describe menu items in appetizing terms Avoid slang and informal phrases Don’t speak too quickly Listen Use positive non verbal communication

11. How does customer satisfaction directly affect a restaurant’s success? Customers get an overall impression of a foodservice operation from its employees. More than 80% of customers who do not return to a foodservice operation say that they were unhappy with employees’ attitudes, not with bad food. It costs five times more to advertise to attract new guests than it does to keep current ones coming back. Customer service is the greatest factor in a guest’s decision to either return to a restaurant or never come back.. Dissatisfied customers tell an average of 10 people about their bad experience.

12. Outline the service planning process. Identify problems and their causes Set goals Consider available resources Develop policies and procedures Obtain feedback and monitor results

13. Mission Statement Describes an operation’s philoso;hy of doing business See p. 68, text.

14. How to monitor your service plan Comment cards – quick surveys for customer feedback Mystery shoppers – hired by restaurant to visit and report on experiences Focus Groups – customers that meet with managers on how service can be improved

15. Service Guarantee Some establishments use a guarantee of satisfaction Examples: Meal will be served within a certain amount of time Free meal is you are not satisfied