1. Vinnytsa Tourism Development Project Customer Service in Restaurant Operations

2. Vinnytsa Tourism Development Agenda  Project Overview  Introductions and Expectations  The Golden Rule  What is Customer Service? Customer Needs? Why is it Important to You?  Foreign Tourist Expectations  Communication with Customers Paraphrasing, Types of Questions, Complaints, Difficult Customers  Practice Exercises  Staff Self Evaluations, Wrap Up Exercises

3. Vinnytsa Tourism Development Project Overview  New Vinnytsa tourism website: www.vinnytsatourism.com.ua www.vinnytsatourism.com.ua  2007 tourism calendar: release on 01.12.2006  Customer service training: hotel and restaurant staff  Menu and service list translations  Tour guide training: employment opportunities for English- speaking youth, development of day tour packages  Funding by USAID Small Project Assistance Program, United States Embassy  Supported by the Vinnytsa City Administration

4. Vinnytsa Tourism Development Introductions  Sandra Jacobs, M.B.A. Economic Development Project, United States Peace Corps Business and NGO Consultant  Sophia Gorobets Project Manager, Youth Center Forum NGO, Vinnytsia Tourism Development  Participant Introductions Name Where do you work? What type of work?

5. Vinnytsa Tourism Development Expectations  Why are you here?  What do you want to learn today?  What will not be included in the seminar?  What should you know at the end of this class? (Handout)

6. Vinnytsa Tourism Development The Golden Rule Treat others as you want them to treat you.

7. Vinnytsa Tourism Development What is Customer Service?  Any contact between the customer and the business that causes the customer to feel positive, neutral or negative about the business. Customer service is more than just pleasantly greeting the customer. Customer service is everything you need to satisfy your customers, including the following elements.  Waiting on the customer  Maintaining reasonable inventory levels  Maintaining satisfactory working hours  Effective presentation of merchandise, including store cleanliness and attractiveness  Having the necessary information to help the customer make a good buying decision  Handling customer complaints

8. Vinnytsa Tourism Development A Successful Introduction  As small as a smile  Meeting customers needs Welcome Comfortable Appreciated Respected Timely service Honest  Under promise, Over deliver

9. Vinnytsa Tourism Development Why is Customer Service Important to You?  In a free-market economy, the customer has a choice of where to buy a product or service  There are many businesses selling the same or similar products or services at similar prices  A business or shop offering good customer service has a better chance to get the business  Good service attracts new customers  Good service brings repeat business  Foreign tourists like to tip for good customer service in restaurants!

10. Vinnytsa Tourism Development Foreign Tourists Expectations  Attractive clean business entrance and interior  Clean bathrooms with soap, paper towels or hand dryer and toilet paper  Staff with knowledge of foreign languages  English Menu (international standard)

11. Vinnytsa Tourism Development Foreign Tourists Expectations  A well trained staff Reservation procedures Hostess, waitress Uniforms and nametags Knowledge of common requests  Little Extras (this makes them happy) Complimentary glass of wine Free dessert if birthday or anniversary A candy or mint with the check  Case Study: Foreign Tourists

12. Vinnytsa Tourism Development Communication  Active listening is a fundamental part of customer service. Let’s try a communication quiz!  Open vs. Closed Questions: Closed: Usually Yes or No questions  Do you want the fish?  Do you want coffee? The check? Open: Begin with Who? What? Where? Why? How?  What would you like to order?  How is your meal so far?  What else can I get you this evening? Handout: Keep it Flowing!

13. Vinnytsa Tourism Development Paraphrasing  A concise response where you restate what the customer said in your own words  In the service relationship, checking your interpretation is especially important since the actions you will take will be based on your understanding of the need.  There are three situations when paraphrasing is particularly helpful: 1.When the customer's statement is ambiguous or particularly complex, 2.When the customer gives you a list of numbers or items, 3.When you want to impress upon the speaker that you understand his or her message.

14. Vinnytsa Tourism Development Communication  The power of non verbal communication: Face to Face – What % is important?  Words  Tone of Voice  Body Language Phone Conversations – What % is important?  Tone of Voice  Words

15. Vinnytsa Tourism Development Customer Complaints  Why don’t customers complain? Won’t make a difference, too much bother, embarrassed, afraid, too much time If 2 people actually complain about something, in most cases 26 people actually have an issue Only 4% of customers actually complain to management over bad customer service, but this does not mean they are happy  Remember the 10/2 rule: If a customer has a bad service experience, he or she will tell 10 people. However, he or she will only tell 2 people if they have a good service experience. Most interesting, if a customer has a bad experience that is corrected and turned into a good experience, they will tell 15 people.

16. Vinnytsa Tourism Development Handling Difficult Customers  The most important thing to remember when dealing with difficult customers is: the customer is “almost” always right.  The manner in which you deal with a difficult customer will reflect how you value your customers. Doing this right is a sign of a well-trained and well- managed business.  5 steps to dealing with difficult customers: 1.Allow the customer to vent 2.Empathize with the customer 3.Problem solve with the customer 4.Agree to a solution with the customer 5.Follow up with the customer to ensure resolution

17. Vinnytsa Tourism Development Practice and Discussion  Case Study: It’s Your Restaurant-Cafe  Follow up Questions

18. Vinnytsa Tourism Development Self Evaluations  Self Evaluation Tool: Appearance Scheduling Attitude and Professionalism Job Performance  Restaurant Evaluation Tool: Food Service Kitchen After Thoughts

19. Vinnytsa Tourism Development Wrap Up  Handout: What are three things you learned as a result of attending this seminar? What are three things that I will do differently when I get back to my job?

20. Vinnytsa Tourism Development Business Consulting Opportunity Through April 2007, Sandra and Eric Jacobs can provide an objective, experiential analysis of your current service levels, including recommendations for improvement and assistance with listing on English-language websites. Cost will be 100 hrv. donation to Youth Center Forum NGO, plus cost of meal. Contact Sophia Gorobets for additional information. Also available upon request are English phrase classes (fee-based)

21. Vinnytsa Tourism Development Vinnytsa Tourism Development Project  Thank you for your time and participation today!  We wish you success with future business management!  For additional information on any Vinnytsa Tourism Development project activities, contact Sophia Gorobets at 8-095-395-5993, 56-01- 53, 54-07-86