1. Customer Service Chapter 10

2. Importance of Customer Service Service is what restaurant and foodservice employees provide. – Measured by how well everyone is the operation is doing their job. Hospitality is the feeling that guests take with them from their experience at the restaurant. Benefits: – Increased customer satisfaction – Customer loyalty – Increased profits

3. First Impressions Strongest impression we have of a person, place or event. – Makes customer feel welcome. – Helps customer feel confident about their decision to come to establishment. – Makes customers more likely to forgive minor errors.

4. Identifying Customer’s Needs Age Families with young children Dietary needs First time guests Special occasions Foreign language customers People with disabilities People dining alone

5. Ensuring a positive dining experience 10.2

6. Reservations and Requests When making reservations, ask for the following: – Customer’s name – Customer’s contact information – Date and time of arrival – Number of people in the party – Any special needs or requests they may have

7. Greeting Greeter provides the first impression in appearance, friendliness, and attentiveness. – Ask whether they had reservations. – Note any special dietary needs, seating arrangements, celebrations, etc. – Arrange for the customers to be escorted to their seats.

8. Taking Orders Servers are responsible for knowing dish items and what ingredients are in them. Make sure each person is numbered on a ticket so proper meal ordering occurs. Can use abbreviations if faster.

9. Suggestive Selling Involves recommending additional or different items to a guest. – Maximizes guest satisfaction and increases the overall check, resulting in more profits. Ways to suggestive sell: – Suggesting appetizers or other add-ons, such as drinks. – Using props-desserts – Suggesting items that servers themselves enjoy.`