1. Fill in the blanks: 1. I hate when restaurants_____________ 2. I love when restaurants______________ Copyright © Texas Education Agency, 2013. All rights reserved. 1

2. The Cornerstone of Restaurant Operations

3.  Copyright © Texas Education Agency, 2013. These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:  1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.  2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.  3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.  4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.  Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty.  For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: copyrights@tea.state.tx.us.copyrights@tea.state.tx.us Copyright © Texas Education Agency, 2013. All rights reserved. 3

4.  http://youtu.be/ZO4YUsAHuLk http://youtu.be/ZO4YUsAHuLk Copyright © Texas Education Agency, 2013. All rights reserved. 4

5.  Service: is what a restaurant provides, it is the measure of efficiency and effectiveness.  High-quality Customer Service: means consistently exceeding customer’s expectations for products, services, and for personal interaction. Copyright © Texas Education Agency, 2013. All rights reserved. 5

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7. GoalsAttitude AppearanceBenefits Copyright © Texas Education Agency, 2013. All rights reserved. 7

9.  Make the customer feel welcome  Set the stage for a pleasant dining experience  Greet customers immediately upon arrival  Display courtesy, respect and friendliness Copyright © Texas Education Agency, 2013. All rights reserved. 9

10.  Uniform  Hygiene  Hair  Hands and nails  Jewelry Copyright © Texas Education Agency, 2013. All rights reserved. 10

11. Copyright © Texas Education Agency, 2013. All rights reserved. 11

12.  Be someone who is:  Positive  Willing to please the customer  Takes pride in their work  Friendly and cheerful  Shows courtesy to customers Copyright © Texas Education Agency, 2013. All rights reserved. 12

13.  Improved customer satisfaction  Greater customer loyalty  Reduced marketing costs  Enhanced business reputation  Positive work environment  Reduced employee turnover  Increased profits Copyright © Texas Education Agency, 2013. All rights reserved. 13

14.  Can a business survive and be profitable while providing poor customer service?  Customer loyalty and repeat business decreases  Additional marketing is needed  Difficulty in changing reputation and image  Good employees may leave for a better place  Profits can decline Copyright © Texas Education Agency, 2013. All rights reserved. 14

15.  Repeat business  Distinguish from competition  Customers make personal connection with establishment  Increased checks, tip, and profit  Supports marketing efforts  Enhances reputation and image  Increased interaction with customers to determine their needs and satisfaction  Contributes to employee pride and satisfaction Copyright © Texas Education Agency, 2013. All rights reserved. 15

16. Copyright © Texas Education Agency, 2013. All rights reserved. 16 A Happy Customer is a Repeat Customer (click on link)

17. Copyright © Texas Education Agency, 2013. All rights reserved. 17 Customer Service Solutions Get into groups of two Pick 2 cards Discuss and brainstorm solutions and formulate improvements in customer service for each scenario. Pick 1 member from the group to discuss your solutions with the class.

18. Copyright © Texas Education Agency, 2013. All rights reserved. 18

19. Types of Payment End of the Meal Copyright © Texas Education Agency, 2013. All rights reserved. 19

20.  Cash  Credit card Copyright © Texas Education Agency, 2013. All rights reserved. 20

21.  Thank your customers  Invite to return  Ask for feedback Copyright © Texas Education Agency, 2013. All rights reserved. 21

22. 22 Copyright © Texas Education Agency, 2013. All rights reserved.

23. Images:  Microsoft Office Clip Art: Used with permission from Microsoft. Textbooks:  Culinary essentials. (2010). Woodland Hills, CA: Glencoe/McGraw Hill.  Foundations of restaurant management & culinary arts: Level one. (2011). Boston, MA: Prentice Hall.  Remarkable service: a guide to winning and keeping customers for servers, managers, and restaurant owners. (2009). Hoboken, NJ: John Wiley & Sons. YouTube™:  A Happy Customer is a Repeat Customer Customer Service: Skills for Success http://www.youtube.com/watch?v=7rJTAp6G57A&feature=share&list=PL3F79BA3148626C28&index=9 Copyright © Texas Education Agency, 2013. All rights reserved. 23