Check out the following slide presentation that you can use for your customer experience/service training. Many concepts such as customer service, complaint handling, teamwork and upselling are dealt with. You are most welcome to save the powerpoint presentation and use it for your training sessions. Take a couple of points/concepts at a time and work through them.

1. Improving the
Customer Experience

2. The key rival (competition) is
not the restaurant across the
road, it is the customer

3. Customer, the person who makes
all our jobs possible

4. Why must a customer choose you?

5. You place a smile on a kid’s face,
automatically you place a
smile on a parent’s face

6. Dissatisfied customers don’t
come back and they each tell
10 people (social media
obviously much more) about
their bad experience

7. What you say and
do determines
whether the
customer is
happy or not

8. Service is only as good as what
the customer thinks it is

9. To sell,
is to serve

10. Good service can
save a bad meal,
but a good meal
cannot save bad service

11. Loyalty is royalty

12. Good service means
never having to ask
for anything

13. Sing the following to “Oh when the saints
come marching in”:
1) I am going to smile
2) Choose my attitude
3) I am going to keep those dam drinks full
4) I am going to clear as I go
5) Anticipate my customer’s needs

14. Smile
• Customers feel welcome
• Shows it is a pleasure to serve
• Openness, you have nothing to hide
• Demonstrates open body language

15. Choose my Attitude
•Wake up negative
• Negative attitude
• Bad day
•Wake up positive
• Positive attitude
• Great day

16. Keep those dam
drinks full
• Extra sales
• Shows the customer you
care
• Extra tips
• On top of your game

17. Clear as you go
• Remove something from the table with each visit
• Always take something into the kitchen
• Cleanliness is G-dliness

18. Anticipate your customer’s needs
• Read your customers
• Upsell
• Increase sales per head
• Customers feels you care
• Shows waiter is professional
• Increase your tips

19. Essential
Upselling Skills
• Know your product
• Positive communication
• Anticipate your customer’s
needs
• Speak confidently
• Ask for the sale

20. Every
customer
leaves happy

21. Treat your
customers the
way you would
treat your friends

22. • You don’t buy glasses, you buy vision
• You don’t buy circus tickets, you buy thrills
• You don’t buy newspapers, you buy the news
• You don’t buy coal, you buy the heat
• You don’t buy dinner, you buy the experience
To Serve Is To Sell

23. Great service
in 6 steps
•Pay attention!
• Listen!
•Execute!
•Ask!
• Serve!
•Exceed!

24. The telephone is usually the
first point of contact for the
customer with your
restaurant

25. Smile when
you answer
the phone

26. First Impressions can
either make or break you

27. Much more expensive to lose a
customer, than to gain a customer

28. The happier a customer is,
the more they will spend

29. You are only
as good
as your
last mistake

30. To increase sales, you have to
increase the customer’s experience

31. Bad service happens by itself,
good service has to be managed

32. Are your
moments of
truth always
positive?

33. Reward your customers,
Reward your restaurant

34. The customer
is the one
who pays
your salary

35. Excellent customer service –
Loyal customers
Average customer service –
No reason for customer to be loyal
Poor customer service –
Lost customers

36. To the customer,
you are the business

37. Your customer doesn’t care how
much you know, until they
know how much you care

38. As the waiter, you are the
final point of control

39. If you don’t take care
of your customers,
someone else will

40. Always do more
than what is required

41. How we communicate:
Body language
55
• _____________ ____________%
Tone of Voice
38
• _____________ ____________%
Spoken Word 7
• _____________ ____________%

42. “It is not what
she said,
but how she
said it!”

43. All work
is teamwork

44. Together
Everyone
Achieves
More

45. Team work,
makes the dream work

46. If you can’t
win, make the
person in
front of you
break the
record

47. If you have time to lean,
you have time to clean

48. The customer rates
hygiene
above service

49. Erase the words “I can’t”
from your vocab

50. Customers don’t expect
you to be perfect.
They do expect you to
fix things when they go wrong

51. Always 2 things to
take care of in a complaint:
• Emotions (always this first)
• Actual problem

52. •Believe
• Listen
•Apologise
• Satisfy
•Thank
Complaints

53. The customer is always right. Even if they
are wrong, they are right to be wrong

54. “Business goes where it’s invited,
Business stays where it is well treated,
And business grows where it is
cultivated”
Remember –
You can make the difference!!!!

55. For further information please contact
Larry Hodes
The Restaurant Code
(Tel) +27 11 264-0881/2
(Mobile) +27 82 805-1573
Twitter: @restaurantcode1
larry@therestaurantcode.com
www.therestaurantcode.com
For all your hospitality consulting and training