CUL801: CUSTOMER SERVICE BASICS

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: THE SERVICE STAFF

Host/Hostess:

•Greets customers

•Welcoming

•Responsible for seating customers and presenting menus

•Responsible for reservations

•Remembering frequent customers (regulars)

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: THE SERVICE STAFF

Server:

•Most contact with customer

•Represent the foodservice operation

•Sell the menu

•Serve menu items skillfully

•Receive payment from the customer

•Constant awareness of customer and their needs

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: THE SERVICE STAFF

Busser:

•Helps clear tables

•Helps reset tables

•Keeps service station well stocked

•Helps server as needed

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: THE SERVICE STAFF

Cashier:

•Reads amount of the bill

•Takes payment from the customer

•Balances out the cash at the end of a shift

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: SERVICE SKILLS

All food service employees should have the following:

•Positive attitude

•Neat and clean appearance

•Good communication skills

•Good teamwork skills

•Thorough job knowledge

•Time manage

•Problem solve

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: SERVICE SKILLS

Personal Attire:

•Appearance is key to giving customers a good first impression.

•Most establishments have their own policies regarding proper attire/clothing

•Some places even requiring a uniform (clothing worn to identify workers)

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: SERVICE SKILLS

Personal Health:

•High energy and skills are demanded in food service

•Long hours on your feet

•Need lots of sleep

•Good physical and mental health

•Ability to lift and move heavy objects

•Do not go to work when sick: disease can spread easily to co-workers and customers

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: COMMUNICATION AND TEAMWORK

Verbal Communication: Speaking to another person

•Important to speak loudly and clearly

•Slow down

•Face customers when speaking to them

•Tone of voice should be professional, pleasant and friendly

“Hi, how are you this afternoon? Today our specials are….”

Verbal communication in the kitchen:

•“corner”

•“behind”

•“water”

•“hot”

•“order up”

•“fire the mains on table 2”

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: COMMUNICATION AND TEAMWORK

Nonverbal Communication: body language, expression through physical action

•Use your body to show you are listening

•Face the customer when talking to them, look at each customer

•Turn your body towards the customer

•What else can you think about?

Writing is also a form of non-verbal communication:

•Writing down an order

•Note to a co-worker

•Write up an incident/accident report

•Always write clearly and be concise

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: WORKSHEET

Textbook pages 116-121

What will I learn? To analyze the preparation and execution of a meal service.

CUSTOMER SERVICE: SERVICE SKILLS

What will I learn? To analyze the preparation and execution of a meal service.