If you smile they will smile CUSTOMER SATISFACTION

Topic Overview Company policy: customer comes first Take blame, take credit, and take nothing

Customer Service Definition: n. assistance and other resources that a company provides to the

Company Goals To provide a quality dining experience for everyone that walks through our

Customer Comes First “It’s my fault. ” “It’s my fault. ” Learn puppetry Do

Examples in the Movies http: //www. youtube. com/watch? v=Lgkv. Ibs. Jr. D 0 http:

“I have witnessed the softening of the hardest of hearts by a simple smile.

Word Choice Negative Positive “This is how you ordered it” “You should have taken

“Ability is what you’re capable of doing. Motivation determines what you do. Attitude determines

Positive Back-of-House Attitude Positive Feedback and Good Rapport Positive Front-of-House Attitude Positive Experience for

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"If you smile, they will smile. " CUSTOMER SATISFACTION AND YOU Tips for back-of-house employees to increase service satisfaction.

Topic Overview Company policy: customer comes first Take blame, take credit, and take nothing too personally Positive attitude and positive speaking for overall customer satisfaction. Positive attitude in back-of-house makes for a positive attitude in front-of-house. "If you smile, they will smile. "

Customer Service Definition: n. assistance and other resources that a company provides to the people who buy or use its products or services. 1. Appearance 2. Attitude 3. Friendliness "If you smile, they will smile. "

Company Goals To provide a quality dining experience for everyone that walks through our doors. To provide a positive, fun, and productive work environment for all employees. To ensure customer satisfaction with positive answers to questions and concerns. "If you smile, they will smile. "

Customer Comes First “It’s my fault. ” “It’s my fault. ” Learn puppetry Do not take things personally Do not allow emotions to control the conversation Memorize awkward phrases “It’s my fault” “Let me re-make this meal immediately” "If you smile, they will smile. "

Examples in the Movies http: //www. youtube. com/watch? v=Lgkv. Ibs. Jr. D 0 http: //www. youtube. com/watch? v=3 OUN 719 s Y 4 c "If you smile, they will smile. "

“I have witnessed the softening of the hardest of hearts by a simple smile. ” Goldie Hawn (1945 -) "If you smile, they will smile. "

Word Choice Negative Positive “This is how you ordered it” “You should have taken the meal when it was ready. ” “Oh, I’m sorry how would you like this remade? ” “I will let you know when it is ready to be served. ” "If you smile, they will smile. "

“Ability is what you’re capable of doing. Motivation determines what you do. Attitude determines how well you do it. ” Lou Holtz "If you smile, they will smile. "

Positive Back-of-House Attitude Positive Feedback and Good Rapport Positive Front-of-House Attitude Positive Experience for Customer "If you smile, they will smile. "

"If you smile, they will smile. "