Importance of Customer Service!

How does customer service affect business and success?

Customer Service

• What is hospitality?

• What are some of the benefits of providing good customer service?

Answers

• Increased satisfaction

• Customer loyalty

• Decreased advertising cost

• Reputation

• Positive work environment

• Profit

First Impressions

• Who typically makes the first impression?

• Why is the first impression so important?

• What are the benefits of a good first impression?

Answers

• Who: Wait staff, Receptionist, Manager, Person answering the phone, All staff

• Why: It sets the tone for the entire experience

• Benefits: feel welcome, confident about choice, sets the stage, forgive minor errors

Making a Good First Impression

• What can staff do to make a good first impression?

• What can be done to ensure that the appearance of the restaurant makes a good impression?

• What can the staff do to ensure a good personal appearance and impression?

Answers

Staff members can:

• Start at the phone call! Answer politely with a standard greeting.

• Greet immediately upon arrival, and thank them for coming!

• Be courteous, respectful and friendly. Smile, make eye contact and friendly conversation.

• Learn names and recognize regulars.

Answers

The restaurant appearance:• Cleanliness

• Exterior of building – parking lot, sidewalks, entrances and signs

• Smell fresh, clean tables and floors, menus and restrooms

Answers

The staff’s appearance:

• Dress appropriately

• Practice good hygiene

• Wear minimal jewelry

• Don’t – eat, smoke, chew gum, drink nor wear strong perfume or cologne

Customer Needs

What do we do to better meet the needs of:

• The old?• Families with kids?• Guests with Dietary issues?• First time guests?• Special occasions?• People dining alone?

Answers

• Old – difficulty hearing, walking, counting money – patience and help

• Families – kids get antsy – provide entertainment

• Dietary – know the menu items and suggestions

Answers

• First time – unfamiliar with the menu – give them the low-down on the show-down!

• Dining alone – ask them where they want to sit, give them the same service.