1. Customer-friendly welcome
Instruction manual for Front of House staff Training

2. Programme Introduction - Customer-friendly welcome Blindfold exercise
What?
Why?
Visual Impairment (VI) and Hearing Impairment (HI)
Blindfold exercise
VI Video 1a (show video)
Discussion
What went wrong?
VI Video 1b
How to improve your own behaviour towards the customers?

3. Programme Video 2a (show video) Discussion Video 2b
What went wrong?
Why?
Video 2b
How to improve your own behavior towards the customers?
Video - Basic sign language

4. Round-table introduction
Have you ever served visually or hearing impaired customers?
Tell us about your experience.
Please complete the evaluation list.
'Customer-friendly welcome’ and 'good customer service' increase customer satisfaction and customer loyalty.
You are the person who comes into direct contact with customers, not your manager. You are the face of the business.
For instructors
Ask the waiters if they have any experience with visually or hearing impaired customers + fill in evaluation list.
Frame the training within ‘customer-friendly welcome’ and ‘better service makes the customer satisfied’.
Make clear that the waiter is THE person who comes into contact with the customer, not the manager. They are the face of the catering business.
They take responsibility whether the catering business is regarded as customer-friendly or not.

5. Blindfold exercise For instructors
Preparation - Blindfolds, water bottle, and glasses
Select some participants to join the exercise.
Ask them to be blindfolded and pour the water from the bottle into the glasses
Ask the participants how they felt.

6. Visual Impairment

7. Visual impairment: large variety
From low vision to blindness
Note: Being blind ≠ everything is black!
Blind and visually impaired people use white canes. There are different types of white canes.
Guide dogs (assistance dogs) are welcomed everywhere.

8. Video Video: http://accentgastronomy.eu/toolkit/training
Watch the video and identify all mistakes you can see.

9. Discussion

10. Video 1b

11. VI Video: Welcome Pointing does not help
Mistakes:
Pointing does not help
Never take away a white cane uninvited
Body language and facial impression do not help - Speak

12. VI Video: Welcome Improvements: Introduce yourself with your name
Ask if you can help: "Can I take your jacket?" "Do you want me to guide you to the table?"
Ask which table is desirable:
At the window (light factor)
At the bar (attention of the waiter)
Away from the noise (concentration on hearing)
Inform where the table is and provide some information about objects on the table
Ask to remove candles and flowers if needed
Assistance (guide) dogs - Offer water to assistance dogs. Do not pat them without asking permission of the owner.
Wayfinding = guiding lines (natural or manufactured)

13. VI Video: Welcome Ask the customer if they need help.
Improvements: How do I guide a visually impaired person or blind person?
Ask the customer if they need help.
Offer your arm if asked.
Place the customer's hand on the back or the arm of the chair; the customer can sit down by themselves.

14. VI Video: at the table Giving the menu to read does not help.
Mistakes:
Giving the menu to read does not help.
Pointing and hand gestures do not help.
Verbal instructions such as ‘turn here and walk there’ do not help.
Standing behind the person or looking away is noticed by the blind person.

15. VI Video: at the table Improvements: TALK!
Take away excess glasses, flowers, candles and cutlery
Tell the customer when you leave the table for example: “I’ll come back in 2 minutes to take your drink order"
Serve the plate and tell clockwise how the plate is organised:
Place meat, fish at the bottom (it’s easier to cut)
Fillet fish if requested.
Pour out the drink and tell where you place bottles and glasses on the table.
Ask the customer if they need you to guide to the toilet.
Toilet
You can guide your customer to the toilet (ask how), place the person in front of the spare toilet and tell him where to find the toilet paper, where to wash his/her hands.
YOUR task is to see if the toilet is clean, if there is toilet paper
Ask if the customer needs help finding their way back to the table.

16. VI Video: accepting payment
Mistakes:
Giving the bill without explaining it
Taking away cash or a bankcard from the customer without telling them

17. VI Video: accepting payment
Improvements:
You give the bill in the customer's hand, tell them what they’ve consumed and the price.
You receive the money and tell them how much you received at the table.
You give back the change into their hand and tell them the amount.
If payment is made with a card: guide the customer to the payment device, you place the card and let the customer entre their pine number. If contactless is available, let the customer know.
You give them the receipt in their hand.

18. VI - General Guidance
Always speak to visually impaired customers when you come up to them.
Say clearly who you are.
Things may take longer - Be patient
You don't need to try to avoid words like: “see” and “look ”
Don't leave the customers talking to an empty space. Tell them before you move away.
In dangerous situations, say "stop" rather than “watch out”
Describe the layout of the premises and point out any obstacles
Pay attention to lighting and background noise levels

19. Hearing Impairment
Hearing loss cover all kinds of deafness from mild, moderate, severe hearing loss to profound deafness.
Some people also have difficulties in speaking
Hearing aids
Lip-read and/or use sign language
No use of telephone for reservations (alternatives: text message, fax, )

20. Video 2a Video: http://accentgastronomy.eu/toolkit/training
Watch the video and identify all mistakes you can see.

21. Discussion

22. Video 2b

23. HI Video: Welcome Not paying attention to the deaf customer
Mistakes:
Not paying attention to the deaf customer
Giving the menu without making eye contacts
Leaving the table too soon

24. HI Video: Welcome
Improvements:
Offer a table at the window or a well lit spot, preferably at a round table (better for mutual communication gestures)
Background noise can be distracting, offer a quiet corner
Stand IN FRONT of the person you want to communicate with
Communicate with the deaf person, not with the (hearing) companion

25. HI Video: at the table
Mistakes:
Not detecting the person, giving the menu without eye contact
Standing behind the person and tapping on his shoulder
Leaving the table too soon
Taking away the menu or the plate without saying
No waiter to be seen? What to do now?

26. HI Video: at the table
Improvements:
Offer the menu, point out where to find different sections (e.g. starter, main, dessert, and drink) and any special menu or recommendations
Talk normally to the person, not louder, articulate well
First point out and then talk, or the other way around – not both at the same time
Use your hands and gesture to communicate you know more gestures than you think
To do:
How would you express: What do you want to drink? What do you want to eat? Was it good?

27. HI Video: at the table Improvements:
Point out, express with your own body language, if that doesn’t work, write down
Remove obstacles from the table (for sign language users)
Indicate that you are going to take away the plate or cutlery: make eye contacts and gestures
Pay more attention to the deaf customers to detect any signals.
In case of fire, the deaf person does not hear an alarm. Go warn them personally.

28. HI Video: accepting payment
Mistakes:
Taking away cash or a bankcard from the customer without telling them

29. HI Video: accepting payment
Improvements:
Leave the receipt on the table and highlight the price
If payment is made with the card: guide the customer to the payment device or bring the device machine to the table

30. HI - General Guidance Body language is of very great importance
Look at them and speak normally and clearly - Do not shout
Be patient if communication goes slower
Tap softly on the arm/shoulder of a hearing impaired customer or wave your hand to get their attention
Write down important information, use visual information
Show the object first and then explain
Reduce background noise
Face the light and keep your hands away from your face while you speak

31. Video - Basic sign language

32. Questions? Contact details Name Organisation Address Website Phone
Feel free to ask!

33. Project partners Catalonia (Spain) Flanders (Belgium)
South Yorkshire (England)