Level 2 Hospitality and Catering Principles (Food and Beverage) Day 8: Unit 24 - Principles of Customer Service in Hospitality, Leisure, Travel and Tourism and Unit 3 - Giving Customers a Positive Impression

Yesterday we found out… how to organise your own work ways to support the work of the team about the characteristics of an effective team how to contribute to your own learning and development.

Today we’ll find out … what excellent customer service is and why we do it how to communicate with customers your customer’ needs and expectations how to deal with customer complaints why organisations have standards and procedures.

We will also… do practice test 12 (unit 9) do test 12 (unit 9) name a new skill or knowledge learnt today talk about what we have learnt so far fill in your Learner Session Record.

Your customers internal external

What is excellent customer service?

Excellent customer service is… meeting the customers needs exceeding expectations establishing a good rapport having a positive ‘can do’ attitude using positive behaviour and being motivated being knowledgeable dealing with problems in a professional way.

Benefits of excellent customer service Customer loyalty Increased customer spending You’ll feel motivated and enjoy your job Great work can lead to promotion Happy staff = happy team Great reputation for you and the business

The role of the organisations in providing customer service Developing and setting standards for products Setting the standards and procedures for service Providing value for money Training and managing staff

Types of communication body language voicelanguage

Be polite and build relationships Do: say please and thank you provide help and assistance when needed show an interest in what the customer says show empathy if the customer is unhappy. 

Be polite and build relationships Don’t: interrupt conversations between customers and other staff serve customers whilst talking to others talk or shout across a room. ×

effective listening listening Show an interest ask questions to meet needs understand information remember information You hear the words

Methods of communication face to facetelephonewritten

clear communication effective listening skills happy customers!

What type of needs and expectations do customers have?

Types of customer needs and expectations Type of service – fast or leisurely Information Product and service knowledge Special needs Cultural Budget

How to deal with complaints Apologise Apologise to the customer that they feel they have a reason to complain Thank the customer for letting you know Listen and enquire Listen to the customer Repeat the main points back to the customer Speak to anyone else involved Resolve Apologise if the customer is not at fault Inform your supervisor Follow organisational procedures to find a solution Report Let the customer know what is happening Let your supervisor know the outcome

Dealing with complaints Don’t: interrupt customers take complaints personally argue lie blame others. ×

angryconfused

Why stay within your limits! To protect yourself and your organisation To keep within the law To follow company policies and procedures and meet business standards Reduce complaints Prevent fines to the business or yourself To keep your customer happy You’ll avoid promising what you can’t deliver

Legislations’ that relate to customer service Health and Safety at Work Act 1974 Consumer protection legislation Sale and Supply of Goods Act 1994 Equality Act 2010 Data Protection Act 1998 Disability Discrimination Act 2005 Consumer Protection Act 1987

Consumer protection legislation Sale and Supply of Goods Act 1994 Purpose: these laws protect consumers against unfair selling of goods and services The legislation and Act ensures goods are: described correctly of satisfactory quality fit for purpose

Equality Act 2010 Purpose: to ensures people can not be discriminated against because of their: age disability gender reassignment marriage or civil partnership race religion or belief sex sexual orientation.

Data Protection Act 1998 Purpose: to control how personal information is used by organisations, businesses and the government. Customers’ personal information must: only be used for the purpose it’s intended be kept safe and not stored for longer than necessary.

Disability Discrimination Act 2005 Purpose: to make sure disabled people are treated in a fair and equal way. You and your organisation are responsible for making this happen in your place of work.

Consumer Protection Act 1987 Purpose: to protect consumers of goods and services. You must provide safe goods and services Supplier or organisation is responsible for any damage caused by faulty goods or services Goods and services must be correctly priced

Customer contractual agreements Name & contactDetailsNotes Emily Harris 1 Young Street th Birthday party Saturday 6 th Feb 2016 x 50 20:00 Selection B buffet for 21:00 (£25.00 p/p) 12 x bottles Prosecco £96 2 x guests with nut allergies 2 x vegetarians Paid 10% - £125 Owe £1125 for food + £96 Total - £1221

Codes of practice and standards

We have found out… what excellent customer service is and why we do it how to communicate with customers your customer’ needs and expectations how to deal with customer complaints why organisations have standards and procedures.