Chapter Fourteen: Service and Customer Relations Effective Servers Effective Greeters Seven Commandments of Customer Service Handling Customer Complaints

Foodservice Varies with the type of establishment: Quick-service Dinner house

Greeters The first and last person a guest encounters with Characteristics: well-groomed / friendly / knowledgeable Knowing where to allocate guests/ seating positions Use of magic phrases: Welcome, I’d be happy to, It would be my pleasure, We appreciate, Is there anything else I can do for you?

Server Pleasant Taking orders: suggest/ knowledgeable Attentive Hard-Sell vs. Soft-Sell Skillful Formality vs. informality Introduce oneself

Training Efficiently Cohesive Better relationship Stay on the floor longer

Foodservice Teams Most common is the server/busser team. Some restaurants operate with servers working two to a team. Some systems work as the entire crew makes up the team. The teams systems major advantage: Hot food is served hot.

Hard Sell Versus Soft Sell “Will you have dessert?”-hard “Would anyone like to have dessert?”-soft The hard sell: this may result in the customer feeling pressured. The soft sell: Low key complete service. The kind of clientele may determine the best approach.

Seven Commandments of Customer Service Tell the truth Bend the rules Listen actively Put pen to paper Master the moments of truth Be a fantastic fixer Say “Thank You” a lot

Formality or Informality? This depends on the kind of experience that you are trying to deliver Some restaurants thrive on informality Others may be more formal (ex. Servers only speak when spoken to)

General Principals Complaints should be accepted at face value until proven to be with/out substance Value the customers view point Never try to explain when things go wrong

General Principals The atmosphere should be friendly Teamwork is always appropriate Extras are always appreciated

Setting Tables Pleasing and inviting Cutlery: spotless / easy to handle Linen: clean / ironed / color Everything is symmetrical

Look Out For: Difficult customers Teenage confrontations

Effective Approach in a Difficult Situation Be diplomatic Remain calm Listen/get the facts Empathize Control your voice Take care of the problem immediately

Service Personnel as a Family Many managers do whatever they can to create a family feeling among foodservice personnel Encourage employees to eat and drink on the premises Reduced meal prices Sponsored employee parties

Tact: Always Are you alone? vs. Would you like a table or a booth? Be courteous, respectful, and friendly to guests.

The End