1. Importance of Customer Service! How does customer service affect business and success?

2. Customer Service What is hospitality? What are some of the benefits of providing good customer service?

3. Answers Increased satisfaction Customer loyalty Decreased advertising cost Reputation Positive work environment Profit

4. First Impressions Who typically makes the first impression? Why is the first impression so important? What are the benefits of a good first impression?

5. Answers Who: Wait staff, Receptionist, Manager, Person answering the phone, All staff Why: It sets the tone for the entire experience Benefits: feel welcome, confident about choice, sets the stage, forgive minor errors

6. Making a Good First Impression What can staff do to make a good first impression? What can be done to ensure that the appearance of the restaurant makes a good impression? What can the staff do to ensure a good personal appearance and impression?

7. Answers Staff members can: Start at the phone call! Answer politely with a standard greeting. Greet immediately upon arrival, and thank them for coming! Be courteous, respectful and friendly. Smile, make eye contact and friendly conversation. Learn names and recognize regulars.

8. Answers The restaurant appearance: Cleanliness Exterior of building – parking lot, sidewalks, entrances and signs Smell fresh, clean tables and floors, menus and restrooms

9. Answers The staff’s appearance: Dress appropriately Practice good hygiene Wear minimal jewelry Don’t – eat, smoke, chew gum, drink nor wear strong perfume or cologne

10. Customer Needs What do we do to better meet the needs of: The old? Families with kids? Guests with Dietary issues? First time guests? Special occasions? People dining alone?

11. Answers Old – difficulty hearing, walking, counting money – patience and help Families – kids get antsy – provide entertainment Dietary – know the menu items and suggestions

12. Answers First time – unfamiliar with the menu – give them the low-down on the show-down! Dining alone – ask them where they want to sit, give them the same service.