Module 2Customer Service 2

8/3/2019 Module 2Customer Service 2

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Free Powerpoint Templates

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Lesson Outcomes :

At the end of the lesson, youll be able to:

Deal with customers in a polite and professionalmanner

Maintain all company procedures for customers

enquiries, complaints and other incidents

Give accurate information concerning therestaurant and bar areas to customers


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Lesson Outcomes :

Anticipate and identify individual customer needs

as appropriate

Maintain compliance with appropriate health andsafety regulations

Promote establishment facilities includingacceptable alternatives

Prioritise attention to customer complaints anddeal with other incidents calmly


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2.1 Dealing with customers

Customers enjoy the services in your restaurant

partly to your skills:

how well you understand customers needs andrequirements

what you say to them and how you say it

your reaction to their questions and requests


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Purpose of customer service:

Make customers feel welcome and relaxed

Ensure overall profitability of the business


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Method:

Identifying customer needs

Promoting establishment facilities

- New customers come

- New customers return

- Regulars stay loyal

- All customers enjoy visits, and spend more


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Free Powerpoint Templates Page 7


How???


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Procedures:

Greeting customers

Talking to customers

Verbal and non- verbal communications

Departure procedures

Procedures with lost property


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Records:

Is it important?__________________________________

Why?____________________________________________________________________

Types:

Lost valuables Customers details


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2.2 Procedures for customers enquiries,complaints and other incidents

Customers enquiries (Types)

Confidential

Non- confidential

Comments


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Types of customers

Difficult

Intoxicated

Underaged


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Types of customers complaints

Food

Wine

Service

Amount of bill

Written procedures


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range of food and drinks available

what can be provided to meet special needseg. Dishes without dairy products, high chair

for a child, wheelchair access

how long special dishes take to prepare

other facilities of the workplace toilets,areas for private parties


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other restaurants, pubs, hotels belonging tothe company you work for

the local area and whats going on

services they would like fill the car withfuel, reserve a table, leave a message for

another customer


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Points to note:

1. Providing information and help- Point the person towards help

-D

irect them accordingly

2. How much you can help-Some require decisions you shouldnt take- eg: Taking a booking, IOU


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Points to note:

3. Scope of your authority-If in doubt always get manager for assistance.

4. Information that is not disclosable-Personal affairs ofcustomers or staff-Security or business related matters


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Customers Comments:

Compliments

Complaints


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Compliments

-Everyone likes compliments and positive

feedback- Share the good news, avoid the unpleasant- System (mouth to mouth/ recording and

passing on)- Remember to tell colleagues and manager

about comments


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Some comments will be helpful in a decisionmaking role:

change in pattern ofcustomers demand- Oh, dont you have any organic wine?- Menus ok but the choice is limited.

** What would you do????


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Can draw attention to facilities or serviceswhich should be improved

- Toilets are not well signed- I always have trouble finding the entrance tothe car park.

** What would you do????

!! Warnings that customer is notsatisfied


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Complaints

-Arises when there is a lack of satisfaction

- Customer may be in a bad mood or unhappywith other aspects of the service

- Express same views forcibly


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Try to notice and report to manager

- Examples: Well never coming back here.

- Other indications:i) Moving to another tableii) Leftovers on the platesiii) Customers leave abruptly


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What should you do?

1 ) Put aside any feeling of anger, hurt or

embarassment2) Deal with the situation calmly and professionally3) Dont wait for customer to use the word

complain or complaint before acting4) Recognise the dissatisfaction from the general

behaviour of customers, the word they use,ex pressions on face, body language


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!! Well dealt, unhappy customers canbecome your best customers.

Actions:

Offer a replacement dish

Deductions from bill must be authorisedby the manager


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Guidelines on dealing with complaints:

1. Listen to the complaint fully. Do not interupt.

2. Apologise sincerely and properly, but do notadmit that you or the restaurant is at fault.

3. Do not make excuses or blame anyone else

4. Never argue or disagree. React as if customers are right.


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Guidelines on dealing with complaints:

5. Keep calm and remain polite.

6. If appropriate, offer a replacement oralternative drink/ dish.

7. Provide replacement quickly with an apology.

8. Never offer something that you cannotprovide.

9. Thank the customer for bringing the matterto you.


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Records:- Any comments are to be recorded down for

future references

Customer perceptions:- Accurately identified- Checked- Acknowledged


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2.3 Types of information that might beprovided

Customer service records:- Maintenance

- Products

- Services

- Customer Feedback


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2.3 Types of information that might beprovided

Customer information:- Selection- Previous records- Establishment procedures

- Information flow between establishment andcustomers (to and from customer)- Establishing customer needs- Efficient systems


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2.4 Factors involved in the identification ofcustomer needs

Customer needs: Individual/ Anticipated

Unstated products services/ statedproducts/services

Planning: Individual work patterns,workload peaks, liaison with colleagues,past experiences, past performancestandards

Authority: Within limitations


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2.5 Factors involved in maintaining health,hygiene and safety policies/ regulations

Policies/ regulations: To adhere to thosealready in place

Documentation: Accident book/ Incidentbook


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2.6 Factors involved in the promotion offacilities within an establishment

** Know what your workplace offers

Easier to respond helpfully tocustomers special needs as you learn

more about the range of food and drinksavailable


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Product knowledge : Examples ofavailable products

Customer expectations : Askingcustomer what are they looking/expecting for

Maintaining and increasing sales: Eg:Promote your in- house promotion,usage of private room -> increaseprofitability of restaurant


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Techniques of positive selling: Specialpromotion, regular discounts, corporate

discounts

Problems with over- promoting or hard-sell: May chase custmomer away


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1.Promoting your workplace

- Mention attractive function room

- Show map locations of roadside lodges

- Present a copy of the menu and

brochure advertising childrens parties


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When??

- You can also promote when you hearthem while clearing their plates

- As you say goodbye and you hear oneasking about accomodation


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2. Service standards and codes of practice

i) Service standard describe, in specific terms where

possible the level of service customersshould expect

- Give staff and management a commongoal to work towards, and means ofachievements


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2. Service standards and codes of practice

ii) Codes of practice

- Provide step by step instructions on howto handle certain situations.


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3. Give accurate information to customers( There is a danger of misleading the

customers you are trying to help) Remembered something wrongly

Check information first or warncustomers that you are not sure

Guessed information resist thepressure some customers put you under

Left out crucial fact Be clear what

customers have to do


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2.6 Factors involved in dealing withcustomer complaints and other incidents

Customer problems:- Accurate identification

- Acknowledgement

Information:- Gather

- Analyse

- Prioritise


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2.6 Factors involved in dealing withcustomer complaints and other incidents

Process:- Summarise problems using information

gained

-D

esign responses to alleviate futurecomplaints/ problems


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Problem types- Avaliability of products/ services

- Quality- Organisation- Systems- Personnel Procedures

Recording systems- Documented in books/ files- Uses: For future references


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Are you able to:

Describe the methods of customer care

Explain the procedures in dealing withcustomers complaints

Describe the types of information that youmay disclose to customers


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Definition

Customer service is the provision

ofservice to customers before, during and after

a purchase.

Documents

Module 2Customer Service 2