2. Objectives By the end of todays session you will be able to: Identify communication techniques appropriate to 4 different demographics Will be able to list 4 customer care factors and discuss their importance Demonstrate how customer service can be used with complaints

3. 211 Customer care Why is customer service important?

4. State two aspects that can be improved in a restaurant to raise its customer service standards. Quality of service, cleanliness, staff conduct, complaints procedure, higher ethical standards (food sourcing, green, security) Define what is meant by an “Internal Customer”?

5. Describe an appropriate way of communicating to this guest? Slowly, be specific with questionning, clearly

6. Customer Loyalty In pairs, discuss a business you use regularly. Why do you go back? What would happen if……. They got a bad review? They messed up your order? The staff were rude? Why do businesses want you to come back?

7. How can staff build customer loyalty? List ideas on board, discuss Meeting expectations Listening to guests Professionalism Building relationships with customers

8. Is product knowledge important? List reasons product knowledge is important? More confidence Match products to customer needs Better equipped to sell MORE SALES = BETTER TIPS What is 10% of £95? What is 10% of £126.45?

9. Imagine your neighbour is a hearing impaired customer, how would you communicate appropriately?

10. How do you make a good first impression? In pairs, list 3 ways a staff member can make a good first impression…. You have 60 seconds! Neat & Tidy Good body language Knowledgeable Helpful

11. 60 Second Challenge Click the stop watch to start the 60 second challenge You have 60 seconds to write down as many key headings about the topic we covered last week

12. 60

13. 50

14. 40

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23. STOP

24. Let’s discuss your ideas Who agrees? Describe how you confirm you understand what a customer wants? Clarifying Summarising Questioning

25. What are the benefits of excellent customer service to you? Job satisfaction/motivation Customer rapport Achieve targets/more sales Chance of promotion

26. The next customers have specific needs… State an appropriate way of communicating with these customers Keep customer informed of what you are doing

27. Why is it important for a restaurant to meet its customers’ expectations? Raise your hands if you AGREE with the following? To ensure customer satisfaction To meet individual requirements To maintain standards/reputation To maintain brand loyalty

28. Divide into three groups Discuss factors you consider or that influence you before purchasing a product/service? Maybe a hotel room, holiday, new technology, a dish from a menu… Again, you have 60 seconds!

29. 60 Second Challenge Click the stop watch to start the 60 second challenge You have 60 seconds to write down as many key headings about the topic we covered last week

30. 60

31. 50

32. 40

33. 30

34. 20

35. 10

36. 5

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38. 3

39. 2

40. 1

41. STOP

42. Let’s discuss your ideas List down ideas.

43. Why might a customer complain?

44. How do we deal with complaints? Acknowledge Apologise Attend to situation quickly Investigate Identify solutions for next time

45. Why would an organisation want to know about complaints? Lets brainstorm some ideas on the board….

46. Lastly… This guest comes into the restaurant with his carer. When we communicate with him whom must we address? Direct attention to the wheelchair user, not the carer