Be Our Guest! Customer Service Skills

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Presentation transcript:

Be Our Guest! Customer Service Skills Culinary Arts

Customer Service The total customer experience with that business If you work just for money, you'll never make it, but if you love what you're doing and you always put the customer first, success will be yours. -Ray Kroc Ray Kroc has been called "fast food's founding father." A traveling salesman, inspired by a California restaurant, launched the McDonald’s fast food empire that spread worldwide. It succeeded by making uniformity, simplicity, and value cardinal virtues. Have students discuss what they believe Ray Kroc meant by this statement.

Quality Service Appearance Benefits Attitude Goals Service is what foodservice industry employees provide. This lesson will review the appearance, attitude, benefits and goals of quality service.

Appearance Hygiene Hair Hands and nails Jewelry Uniform The appearance of foodservice employees impacts the business. Employees should: practice good personal hygiene hair should be pulled back or put up hands should be clean and nails short jewelry should be minimal wear a clean uniform to work

Attitude Be someone who is: Friendly and cheerful Positive Shows courtesy to customers Takes pride in their work Willing to please the customer A positive attitude is critical to the foodservice business.

Benefits Enhanced business reputation Improved customer satisfaction Increased profits Greater customer loyalty Positive work environment Reduced marketing costs Many benefits are gained when providing quality customer service. Do you agree with these?

Goals Display courtesy, respect and friendliness Greet customers immediately upon arrival Make the customer feel welcome Set the stage for a pleasant dining experience The primary goal of a quality foodservice industry is to always make the customer feel special. How do you feel when you dine out?

Beauty and the Beast Be Our Guest! Click on image to view video: Beauty and the Beast - Be Our Guest Be Our Guest song from Beauty and the Beast http://youtu.be/afzmwAKUppU

Questions?

References and Resources Book: Remarkable service: a guide to winning and keeping customers for servers, managers and restaurant owners. (2009). Hoboken, NJ: John Wiley & Sons. Images: Microsoft Office Clip Art: Used with permission from Microsoft Textbooks: Culinary essentials. (2010). Woodland Hills, CA: Glencoe/McGraw Hill. Foundations of restaurant management & culinary arts: Level one. (2011). Boston, MA: Prentice Hall. Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Wilcox Company.

References and Resources Website: Ray Kroc Restaurant Chains http://www.pbs.org/wgbh/theymadeamerica/whomade/kroc_hi.html Texas A & M Agrilife Extension Online courses and programs For everyday people interested in learning more about a variety of topics https://extensiononline.tamu.edu/secure_index.php YouTube(tm) video: Beauty and the Beast - Be Our Guest Be Our Guest song from Beauty and the Beast http://youtu.be/afzmwAKUppU