Customer Service How to Give Great Customer Service

Customer Service

How to Give Great Customer Service Greet customer upon entering the establishment Use manners Be patient Knowledge of food Communication skills Attentiveness Ability to read customers Ability to handle a surprising situation Offering a calming presence Time management skills “Acting” skills

NEVER… Question the customer—they are always right! (well. . . almost always) Tell a customer to hold on/calm down Promise something can/can’t be done Tell a customer you’ll do something and not do it Do something to get back at the customer (spit in their food, “accidently” spill something on them, etc. )

ALWAYS… Do everything you can (within reason) to make the customer happy…even if they are rude Offer for the manager to speak with the customer if needed Use positive language when speaking with a customer Smile! It goes a long way with a person

Customer Service Scenario 1 A couple on a date made reservations at your restaurant for 7 pm. They arrive at 6: 45 pm and expected to be seated right away but there are no open tables available. You kindly tell the man that there are no open tables at this time but you will seat him at reservation time of 7 pm. You offer for him and his guest to take a seat at the bar until their table is ready. He does not respond well to your offering and starts to make a scene and says he wants to be seated right now and not wait any longer. What should you do in this situation?

Customer Service Scenario 2 You and your assistant pastry chef just finish a catering job for a baby shower. You spent hours making 100 cupcakes, cookies, and a 3 layer cake. You deliver the desserts to the shower location. As you are setting up the dessert table, the host of the party starts yelling that the icing on the cupcakes should have been hot pink instead of a pale pink. The party begins in an hour and you have no time to make and ice 100 more cupcakes. The host demands you figure something out before the party starts or she refuses to pay you for the job. What do you do as the owner?

Customer Service Scenario 3 As the manager of this upscale restaurant, one of your servers comes up to you saying a customer requested to speak to the manager about a dirty glass. You go over to the table and ask how everything is. The woman at the table begins to tell you how the wine glass served to her is dirty with lip marks from a previous person. She threatens to call corporate and complain about how dirty this “upscale” restaurant is. You try and make the situation better by apologizing and ensuring her it was a mistake and you will make sure it never happens again. This makes her even more mad and she starts yelling at you even more. At this point, other customers are starting to look over and wondering what is going on. What do you do as the manager?

Customer Service Scenario 4 An elder couple and their friends are out to dinner. As they are waiting on their meal to arrive, one of the women tells the server she is really cold and would like the air conditioning to be turned up so she won’t be so cold. The server says she’s unsure if she can do that but will talk to the manager to see what they can do. The manager tells the server there isn’t anything they can do about the temperature of the air conditioning. What should the server tell the elder woman?

Customer Service Scenario 5 You are the executive chef at a well known hotel restaurant. You strive to make sure everything your customers eat is cooked to perfection and made the way they ordered it. On a busy Saturday night you are overwhelmed in the kitchen with the amount of orders that came in all at once. Accidently, a steak that was well-done went to a table where the customer ordered it medium rare. The customer mentions to the server that the steak was over cooked. From there the server offered to take it back and have the chef make it again. The polite customer says not to worry about he’ll just eat it because he doesn’t want to wait for it to be remade. You see the customer is just being nice but know that he isn’t satisfied What do you do or should you do in this situation?

Bad Customer Service…