Special Service Challenges - Chapter 10 Operate with a service recovery strategy in mind –handle the problem –handle the guest’s perception of the problem

Customer Complaint Anticipate guest’s complaint –Tell manager if you perceive a problem with a guest –Be sure it is worth charging the customer you might lose them as a regular guest

Customer Complaint If guest is uncomfortable with temperature or lighting –Check to be sure they are at agreed settings –Move guest as needed

Ways to Recoup from a Customer Complaint Say you are sorry Actively listen (They are your whole world) Make things right Make it up to them A promise is a promise! –Be accurate and give away what you need to! Check Back - Did you fix it?

RKR Customer Complaint Model Actively listen to problem Apologize Ask what they want you to do “Exit” telling them what you are going to do about it Thank them for bringing it to your attention –Now you have the chance to make it right

Guest Tastes Wine and Refuses It Offer a similar substitute from different producer –If the wine is bad then you may have a case of bad wine. (You get supplier credit) –If the wine is good you can pour it off for Wine by the Glass or Staff Tasting Server verses Manager fixing the situation

What if an Accident Happens? Minor spill - use napkin and clean it. Always attend to the guest first! Dry Cleaning bill –On Manager’s Card - date, article of clothing –Record in log book

What if an Accident Happens? Accident Report –Name of guest –Date and Time –Description of area - photos if possible –Name of staff involved

What if an Accident Happens? Food Poisoning Report –Name of guest –Date and Time –Description of what they ate

What if an Accident Happens? When Recording a Food Poisoning –Be sympathetic –Tell them you are sorry they are ill –Get the form to manager ASAP –Get as much info as possible

What if an Accident Happens? When Recording a Food Poisoning Don’t –Apologize –Say that food made them ill –Suggest symptoms –Offer medical advice

Procedure for Reporting a Food Poisoning contact manager/owner speak to chef and maitre d’ speak to any staff who spoke to guest collect, label and refrigerate food reproduce guest check check menu mix and table numbers of food item sold Call Board of Health, Insurance Call guest

Rowdy Guests Manager speaks to host of party Decide which guests you want to be regular customers

Drunk Guests Post Liability of overconsumption You are responsible to be sure guests leave in safe condition

Drunk Guests Don’t touch or embarrass a drunk guest Get the guest on your side if you can Feed them Separate the drunk from their friends or use friends when needed Complimentary food if necessary Record in log book

Cell Phones and Pagers Turn down the volume Request they use them in lobby if needed

Electronic Toys and Other Kid Issues Turn down the volume Crayons and other noiseless distractions Flatware on the table, tied down as needed!

Famous Guests Privacy or Limelight Be as consistent in service as possible

Pets Inside - Seeing Eye Dogs Other dogs in outside café settings Biscuits and water?

Don’t call me, Mrs. Jones Offer the guest privacy where you should. –Don’t assume I am Mrs. _______ –Don’t share the name or information of a call, just indicate that the guest has a call

Summary Have procedures for all the following issues: –complaints, accidents, food poisoning, drunks Role Play to be sure staff is ready Record anything unusual each and every day!