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

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

3. 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?

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

5. Training Efficiently Cohesive Better relationship
Stay on the floor longer

6. 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.

7. 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.

8. 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

9. 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)

10. 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

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

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

13. Look Out For:
Difficult customers
Teenage confrontations

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

15. 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

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

17. The End