fill in the blanks: 1. i hate when restaurants_ 2. i love when restaurants__...

Copyright © Texas Education Agency, 2013. All rights reserved. 1

Fill in the blanks:1. I hate when

restaurants_____________2. I love when

restaurants______________

Bellringer

Customer Service

The Cornerstone of Restaurant Operations

3

Copyright Copyright © Texas Education Agency, 2013. These Materials are copyrighted © and trademarked ™ as the

property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:

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Copyright © Texas Education Agency, 2013. All rights reserved.

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Bad Waiter

http://youtu.be/ZO4YUsAHuLk




What is Customer Service?

Service: is what a restaurant provides, it is the measure of efficiency and effectiveness.

High-quality Customer Service: means consistently exceeding customer’s expectations for products, services, and for personal interaction.


What Customers Buy

Products

Service

Dining Experience

7 Service

Goals Attitude

Appearance Benefits


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Goals

Make the customer feel welcome

Set the stage for a pleasant dining experience

Greet customers immediately upon arrival

Display courtesy, respect and friendliness


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Appearance

UniformHygieneHairHands and nails

Jewelry


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AttitudeBe someone who is:

Positive Willing to please the customer

Takes pride in their work

Friendly and cheerfulShows courtesy to customers


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BenefitsImproved customer satisfaction

Greater customer loyaltyReduced marketing costsEnhanced business reputation

Positive work environmentReduced employee turnover

Increased profits Copyright © Texas Education Agency, 2013. All rights reserved.


Impact of Customer Service

Can a business survive and be profitable while providing poor customer service?

Customer loyalty and repeat business decreases

Additional marketing is needed

Difficulty in changing reputation and image

Good employees may leave for a better place

Profits can decline


Benefits of High-Quality Customer Service

Repeat businessDistinguish from competitionCustomers make personal connection with establishment Increased checks, tip, and profitSupports marketing effortsEnhances reputation and image Increased interaction with customers to determine their needs and satisfaction

Contributes to employee pride and satisfaction

16Copyright © Texas Education Agency, 2013. All rights reserved.

A Happy Customer is a Repeat Customer

(click on link)

http://www.youtube.com/watch?v=7rJTAp6G57A&list=PL3F79BA3148626C28

http://www.youtube.com/watch?v=7rJTAp6G57A&list=PL3F79BA3148626C28


Customer Service Solutions

Get into groups of two

Pick 2 cards

Discuss and brainstorm solutions and formulate improvements in customer service for each scenario.

Pick 1 member from the group to discuss your solutions with the class.


Review

19 Payment Options

Types of Payment

End of the Meal


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Types of Payment

CashCredit card


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End of the Meal

Thank your customers Invite to returnAsk for feedback


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Questions?


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References and ResourcesImages:

Microsoft Office Clip Art: Used with permission from Microsoft.

Textbooks:

Culinary essentials. (2010). Woodland Hills, CA: Glencoe/McGraw Hill.

Foundations of restaurant management & culinary arts: Level one. (2011). Boston, MA: Prentice Hall.

Remarkable service: a guide to winning and keeping customers for servers, managers, and restaurant owners. (2009). Hoboken, NJ: John Wiley & Sons.

YouTube™:

A Happy Customer is a Repeat Customer

Customer Service: Skills for Success

http://www.youtube.com/watch?v=7rJTAp6G57A&feature=share&list=PL3F79BA3148626C28&index=9






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