The document outlines 11 qualities of excellent customer service: being welcoming, knowledgeable, efficient, communicating effectively, encouraging trust, being well-timed, flexible, consistent, exceeding expectations, reading the table, and providing consistency with a little extra. Each quality is described in one or two bullet points explaining what it means to demonstrate that quality.

1. 12/05/12 Meyer Armand Salamon 1

2.  1. Is Welcoming and Friendly
 2. Is Knowledgeable
 3. Is Efficient
 4. Communicates Effectively
 5. Encourages Trust
 6. Is Well Timed
 7. Is Flexible
 8. Is Consistent
 9. Exceeds Expectations
12/05/12 Meyer Armand Salamon 2

3.  Sends message to guests that they
can relax.
 Friendly from beginning to end
 Considers all needs of guests.
 Good manners let guests know what
to expect.
12/05/12 Meyer Armand Salamon 3

4.  Demonstrates knowledge of
ingredients, preparations and
presentations
 Shares the items not on the printed
menu. E.g. daily specials
 Answers the questions the guest
really want answered. E.g. Spinach &
Goat Cheese Quiche
12/05/12 Meyer Armand Salamon 4

5.  Staff works at a pace that tells guest
they are on-task but not frantic.
 Flatware mis en place
 Proper equipment and proper use of
equipment
 Cooperative attitude
12/05/12 Meyer Armand Salamon 5

6.  Server “reads” the table
 Shares information appropriately
 Adapts to the guest’s style
 Makes recommendations that
enhance the guest experience
12/05/12 Meyer Armand Salamon 6

7.  The guest needs to feel secure.
 E.g. Coffee vs.
Decaffinated Coffee;
Garlic or Nuts
12/05/12 Meyer Armand Salamon 7

8.  Anticipating the needs of the guest in the
guest’s time frame
 Follow a “sequence” of service
Proper timing on refills of drinks
and bread
Bring all items needed at the same
time
12/05/12 Meyer Armand Salamon 8

9.  Consistency brings repeat
business
 The guest should be sheltered
from “bumps” in the business
late deliveries
missing staff
broken equipment
12/05/12 Meyer Armand Salamon 9

10.  Service should be organized and
standardized where possible
BUT……
accommodate special requests
avoid breaking into a conversation
12/05/12 Meyer Armand Salamon 10

11.  Consistency with a little extra
Use the guest’s name
Entertain a child
Complementary Item
12/05/12 Meyer Armand Salamon 11