Restaurant customer service


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Restaurant customer service

  2. 2. What does Customer Service in Restaurant mean? <ul><li>Customer Service is an effort that do in our outlet to fulfill the Guest needs (Service, Product, Environment) with the intention to provide unforgettable dining experience </li></ul>
  3. 3. Why Customer Service is important? <ul><li>To build a good rapport with the Guest </li></ul><ul><li>As an interaction tools toward Guest and among staff. </li></ul><ul><li>To build good Reputation and Image of the Company. </li></ul><ul><li>Gaining trust from the the Guest toward our product and service. </li></ul><ul><li>Make up the Guest as our loyal business partners </li></ul>
  4. 4. High quality Food and beverage will worthless without sincere service.
  5. 5. Why do we occasionally fail in implementing Customer Service?
  6. 6. “ This is because there is no Sincerety in doing our job.” <ul><li>There are 3 major factor that caused Customer Service can’t be maximal accomplished. </li></ul>
  7. 7. 3 important factors in Customer Service <ul><li>Consistency </li></ul><ul><li>Attention to detail </li></ul><ul><li>Personalized Serviced </li></ul>
  8. 9. Attention to detail <ul><li>Looking after for the need of the Guest who come to our restaurant. </li></ul><ul><li>Knowing the character of Guest. </li></ul><ul><li>Treat the Guest equally regardless seeing their race, appearance, gender, social; status, background, religion,etc. </li></ul><ul><li>Always trying to deliver assistance when it’s needed. </li></ul><ul><li>Have capability to give suggestion toward food and beverage ordered by the Guest. </li></ul><ul><li>Being knowledgeable of all the product. </li></ul>
  9. 10. Consistency <ul><li>Keep maintaining food and beverage presentation, portion, standard recipies and its cleanliness consistently. </li></ul><ul><li>Wide knowledge of Food and Beverage in particular. </li></ul><ul><li>Friendly, polite, and professional service. </li></ul><ul><li>Building up good rapport with the Guest consistently. </li></ul>
  10. 11. Personalized Service <ul><li>Consistently provide a warm smile and greeting in any condition. </li></ul><ul><li>B e familiar with the Guest name and recognize their preference. </li></ul><ul><li>Propose kind assistance and always recommending of each product. </li></ul><ul><li>Maintaining positive attitude and behavior professionally. </li></ul><ul><li>Ask for the name of the new Guest. </li></ul><ul><li>Express exit greeting constantly. </li></ul><ul><li>Exceeding the Guest needs before it is being asked. </li></ul>
  11. 12. HOW DO WE RECOGNIZE OUR GUEST? By putting our self into their ‘shoes-
  12. 13. What do we have to know from our Guest? <ul><li>Understanding of their time of visiting our store. </li></ul><ul><li>Understanding of their time to be taken care of nicely in our restaurant. </li></ul><ul><li>Understanding of their behavior of being selective, picky, or choosy. </li></ul><ul><li>Understanding of their rush time. </li></ul><ul><li>Understanding the need of being taken care, to listen their point of view. </li></ul><ul><li>Understand their need to be considered as Very Important Person. </li></ul>
  13. 14. Every Guest is an asset to our bussines. <ul><li>Maintaining loyal Guest is more difficult rather than having new one. </li></ul>Thing to remember:
  14. 15. Things below are several principles in implementing Customer Service <ul><li>Polite all the times and make smile as the core part of your life. </li></ul><ul><li>Never ignore the Guest. </li></ul><ul><li>Being friendly and nice, while continually greet the Guest warmly. </li></ul><ul><li>Being a good listener and look after the Guest needs persistenly. </li></ul><ul><li>Put a high respect toward our Guest. </li></ul><ul><li>Anticipate Guest needs quickly and in a proper way. </li></ul><ul><li>Consistently maintain service, product, and environment based on high quality standard. </li></ul><ul><li>Honest. </li></ul><ul><li>Maintaining body language and warm tone of voicen professionally. </li></ul>
  15. 16. Things to be performed : <ul><li>Warmly smile. </li></ul><ul><li>Remembering the Guest name. </li></ul><ul><li>Knowledgeable </li></ul><ul><li>Attentive </li></ul><ul><li>Flexible </li></ul><ul><li>Polite and friendly </li></ul><ul><li>Greeting </li></ul><ul><li>Consistent </li></ul><ul><li>Care </li></ul><ul><li>Enthusiastic </li></ul><ul><li>Honest </li></ul><ul><li>Sincere </li></ul>
  16. 17. Things are not allowed <ul><li>Ignorance and careless </li></ul><ul><li>Passive </li></ul><ul><li>Depreciate </li></ul><ul><li>Negative thinking </li></ul><ul><li>Unfriendly </li></ul><ul><li>Inattentive/ negligent </li></ul><ul><li>Self-centeredness </li></ul><ul><li>Discriminative </li></ul><ul><li>Rude </li></ul>
  17. 18. Things to remember: Implementing Customer Service is not as difficult as we imagine <ul><li>Put value on our own job and efforts, doing it sincerely from our heart and there would be a satisfaction within ours </li></ul>
  18. 19. G O O D L U C K