customer relation and skills

8/6/2019 Customer Relation and Skills

http://slidepdf.com/reader/full/customer-relation-and-skills 1/31

CUSTOMER RELATION ANDSKILLS

�WHAT IS A CUSTOMER

�CUSTOMER¶S EXPECTATION

�CUSTOMER¶S NEED

�HANDLING COMPLAINTS

�TEAMWORK

CRS-FB-Nina-2009



YOU AND YOUR CUSTOMER

What does a customer looks for in the

restaurant? Customer usually looks for

quality of food and beverages, fast andefficient service, pleasant atmosphere and

reasonable prices. With certain customers,

however, price is not a very important

aspect.

CRS-FB-Nina-2009



YOUR CUSTOMER

� You can refer your customer as guests, clients or simplyas customers but no matter what terminology you use torefer them, they are indeed VIP, for without them, therestaurant business can not function.

� In fact, few realises the value of this VIP. A lot of profitgoes down the drain all the times because of poor service. In pertinence, rudeness, disrespect, lack of courtesy and poor work attitude from people who havedirect contact with the public.

� The sooner these people understand the term³customer´, the better it will be for everybody from thepoint of view of the Management ( in term of business ),serice personnel ( in term of job security ), as well asfrom the Public relations point of view.

CRS-FB-Nina-2009



WHAT IS A CUSTOMER?

� A customer is the most important person

� A customer is not an interruption of the work

� A customer is doing the business a favour by giving its personnel the opportunityto serve

� A customer is a person who brings to the business he wants

� A customer is not dependable uppon business but it is dependent upon upon

customers� A customer is not an outsider to the usiness. A customer is part and parcel of it

� A customer is not a cold figure or statistic in the recording file. A customer is ahuman being and naturally have feelings and emotions, blesses and prejudices.

� A customer is not someone to argue or debate with

� A customer is always right or right most of the time because he foots the bill! Sowhy lose him? You may sometimes feel like winning the arguement but is it worthit? Certainlynot, because when you met an arguement, you lose customer.Customers are the very life-blood of the business, it is a duty of all servicepersonnel to handle them both profitability to themselves and to the business.

� The motto should be: ³ Cutomers are business, Value the customers´. O

CRS-FB-Nina-2009



IDENTIFICATION OF GUEST

NEEDSPH YSICAL NEEDS

� I am hungry, I need to eat.

� I am tired, I need a comfortable bed tosleep.

� I am thirsty, I need a drink.

� I feel scruffy after hours of travel, I needa good, cool shower.

CRS-FB-Nina-2009



PSYCHOLOGICAL NEEDS� I am paying a lot, I want to be

pampered.

� I am paying a lot, I expect efficientservice.

� I am paying a lot, I expect good

product.� I am paying a lot, I expect things to be

organised.

CRS-FB-Nina-2009



SOCIAL NEEDS

� This is a resort, I expect the staff here to

be friendly.

� There is a disco , I expect them to provide

an atmosphere where I can enjoy myself

with my friends.

� I expect the Lounge Bar to provide me

with a quite atmosphere to talk bisinesswith my partner.

CRS-FB-Nina-2009



PRACTICAL NEEDS

� I expect the staff to provide me with

accurate information about the resort, the

facilities it provides, and the product s it

sells.

� I would expect facilities to be there and

made readily available to me. After all I

am here to relax.

CRS-FB-Nina-2009



HANDLING COMPLAINS

� Despite our best efforts, we do occasionally have our guests complain or adviseus of their dissatisfaction. Usually service, portion size, cold food being served, or food item too long to be served, etc. Formed the basis for most complaints andmost of the time they are justified.

� When a guest takes the time to make a complaint or a positive criticism, he isdoing us a favour because it gives us the opportunity to take corrective action toprevent the mistake from reoccuring. If a dissatisfied guest does not complain,

normally he will not return to our outlets and will tell his friends of hisdissatisfaction. With this thought in mind, the following actions should be takenwhen a guest complaints:-

� Immediately apologize and take corrective action if you can, reports it to theRestaurant Manager

� If the Restaurant Manager is not available, politely inform the guest that therestaurant Manager will contact him soon. Ask him to have a seat in Restaurant or return to his room.

� Immediately look for the Restaurant Manager, and inform him of the urgentsituation.

� If the complain is about food, immediately call the Executive Chef to meet theguest. The Executive Chef is more than willing to meet up with the guest to findout the actual problem.

CRS-FB-Nina-2009



The seven Steps of Problem

Solving are:� Remain calm, be a good listener by showing

concern, sincerity and be helpful.

� Find out exactly what the problem is, take notes.

� Try to understand how the guest is feeling.

� Find out what has been done alredy.

� Find out what still needs to be done.

� Decide if you can solve the problem yourself. If not call your Restaurant Manager/Supervisor.

� Tell the guest what is being done (be tactful)

CRS-FB-Nina-2009



NOTE :

� Do not make any promise on what you can¶t deliver.

� Being calm and helpful at all times means that you recognise his importanceto the hotel, and that you want to be helpful to him. It also means NEVERacting insulting or hurt when a guest is acting in an angry or demandingfashion. This is a good time to us the guest¶s name when speaking to him.REMAINING CALM AND HELPFUL IS THE ONLY ATTITUDE THAT IS

USEFUL FOR SOLVING THE GUEST¶S PROBLEMS. DO NOT END UP ARGUING WITH THE GUEST. YOU SHOULD NEVER TRY TO PROVETHAT THE GUEST IS WRONG. YOU MAY WIN THE ARGUMENT BUTWILL LOOSE THE GUEST.

� To solve a problem, you must know exactly what the problem is. Thismeans asking the guest as many question as you need in order to help him.Even if the guest is impatient and nasty to you, remain calm and tell him

that you want to help him but need certain information. It is important tounderstand how the guest is feeling so you know that he is NOT angryWITH YOU but with the situation. Try to imagine yourself in his position.YOU may be nasty too!

CRS-FB-Nina-2009



SUGGESTIVE SELLING

� The key to selling of any items is ± DO THE THINKING FOR THECUSTEMER!

� The key to selling is to think positive! Let the customer know that he can gofirst class and you want to help him.

� You have heard many times, ³ Would you like a drink?´ or ³ Can I get you acocktail?´ it¶s a little better than nothing, but not much. Do the thinking for the customer. ³Would you like a martini or manhattan befor dinner?´ or ³ wehave a special drink for the ladies. It¶s called a pinang and it is served in aspecial souvenir glass that you can take hom.´ (Pause for a reply) or ³Wouldyou care for a daiquiri or a whisky sour?´ if they don¶t want a drink after twotries, they will let you know. (Know the ingredients for all mixed drinks. Theyare simple to learn).

� When he say Scotch soda, just ask, ³Black label, sir´ and the big

percentage of the time they will take your suggestion. Repeat the order verbally as you write it down. This is basic, even when taking a food order,because it reduces chance of error. There is a definite trend to drink ³on therock´. If, for example, he order a whisky sour, first ask ³with V.O?´ andthen, (if they haven¶t already mentioned it), ³on the rock?´

CRS-FB-Nina-2009



� Let people enjoy their drinks. Don¶t attempt to take their food order

at this time unless they ask you to do so. Build up your check andyour tip and your incentive when they are half finished, go back tothe table and refill their cocktail from the server. Many times you willhear, ³Let¶s have another´. This required nothing but the gesture andupgrades the service.

� If you don¶t get an order then suggest, ³Would you like your cocktailrefreshed?´ Direct your question at the host or the man who seems

like he will order that second round. They will tell your their wishes.� Remember, ³the willingness to serve is just as important as the

service it self´. Coddle them with kindness ± they love it. Be alert tosell them another drink or take their food order. Let them make thedecision by asking, ³Would you like to relax a while befor I take your dinner order?´ They will then make the decision. Remember, wemake more money on that cocktail that we do on the dinner, so sellthem in a sociable manner.

CRS-FB-Nina-2009



KEY POINTS TO SELLING OF

ANY ITEMS� Do the thinking for the customer.

� Key to selling is to think positive.

� Use phrase that will suggest items tocustomers.

� Repeat orders as you write it down.

� Let the Customers enjoy their drinks.

CRS-FB-Nina-2009



WHAT IS SERVICE ?

� S - Is for sincerity. This is being genuine and straight forward in what wedo. To be sincere in our work is to be honest to not only the guests but alsoourselves and your fellow colleaques.

� E - Is for respect. Respect towards ourselves, the guests and each other is a positive step to giving good service to our guests. To look on other members of our society with high opinion and esteem is to compliment

them. A guest should always enjoy and must have our respect.� R - Is for respect. Respect towards ourselves, the guests and each other

is a positive step to giving good service to our guests. To look on other members of our society with high opinion and esteem is to complimentthem. A guest should always enjoy and must have our respect.

� V - Is for visual. While in front of our guests we must act with decencyand at a standard which will compliment our hotel. For all front of the house

staff this is most important. For back of the house staff it is equally importanthow we look is respresentative of how we feel.

CRS-FB-Nina-2009



� I - Is for Information. The A-Z topics help us to cover all thepoints in our training programmes. We must have or know where to

obtain the answer to all our guest¶s questions.

� C - Is for Courtesy. An essential quality which we all must have.

� E - Is for Eagerness. This is the strong desire to do what weenjoy doing. If the hospitality business is not enjoyable then it isunlikely that we will stay with it long. Your eagerness to serve theguest and do our jobs well is essential in your daily task.

� GOOD SERVICE IS NOT BE GIVEN TO SOME OF THE GUESTBY SOME OF THE EMPLOYEES SOME OF THE TIME, BUT IS TOBE GIVEN TO ALL THE GUESTS BY ALL EMPLOYEES ALL TIME.

CRS-FB-Nina-2009



� Suggest a second drink or refill.� Direct question at the host or the customer who

seems like he¶d order that Second Round

� Coddle them with kindness ± they love it.

� Communicate intelligently with common sense

and alertness.

� Remember that every items sold is ± revenue

which increases your earnings.� Remember, ³the willingness to serve is just as

important as the service itself.´

CRS-FB-Nina-2009



WHAT IS CUSTOMER

RELATIONS� The skills on how you relate to the

guests.

� How you present yourself to the guests,for them to be impressed by the resort¶s

efficiency and friendliness, through you.

� How you sell yourself, to sell the resort¶s

products and service.

CRS-FB-Nina-2009



HOW DO I PRESENT MYSELF?

H

OW

DO I SELL MYSELF?� Through personal grooming.

� Through personal hygiene.

� By physical posture.� Correct facial expression and

mannerisms.

� Pleasant tone of voice.� Knowledge of the resort¶s facilities.

CRS-FB-Nina-2009



CUSTOMERS EXPECTATIONS

Customers are very demanding and they

have every right to be demanding. If we do

not provide what they expect, they will goelsewhere. Here are 9 point on what

customers expect, think of them when you

are dealing with your patrons :

CRS-FB-Nina-2009



A welcome

� Customers like a greeting. They want to be welcomed, to belong. Greetthem no matter how busy you are, never neglect them, always pamper

them. They are your guest.Prompt service

� Show customer by attending to them quickly and satisfying their wants isthe most important thing you have to do.

Enthusiasm

� Show your guest that you have to offer them. Patrons may not know your enthusiatic suggestions (but take care not be over-insistent).

Knowledge� Know what you have to sell. This demands work. Master the basics.

Know the beers and the spirits and how and when to serve them. If youhave wines to sell, make sure that you know at least a little range abouteach of them. Try to increase your range of cocktails and make sure thatif you do not immediately know something, you do know where to look tofind out what is in each dish and how it is cooked. If you know what you

are selling, you will give customers the confidence to buy.Quality

� Patrons will not come back if they are not confident that they are gettingvalue for money. Use the best available ingredients. Look after the stockof beer/wine.

CRS-FB-Nina-2009



YOUR ATTITUDE

� A friendly attitude smoothens the path for your guest and co-workers alike,your attitude is more than the way you look, it is how you feel about thingswithin you.

� It is important to overcome bad attitude before they become bad habits.Whether you realiseit or not your attitude will show in the long run and everytime we interact with a guest our attitudeis showing normally with the way

we stand, or more commonly with our eyes and body language. Having saidthat, your attitude will reflect on your personality and this is an area whereyou could develop in order to create the best positive approach in your job.

� If only you try, you could improve your smile, your tone of voice and your way of speaking. If you have a good / positive attitude it will not only makeyour job easier in handling guests but also your fellow workers. Remember the key to your success will be your ability to work with people, not only the

guests but also your fellow colleagues.� Having the right attitude makes your job more pleasant and it becomeseffortless to be friendly, courteous and considerate.

� So when you serve a guest, remember ³ Your attitude is Showing´

CRS-FB-Nina-2009



THE SMILE

� There is no better way to present hospitality andassistance and to sell Food and Beverage items than toopen a conversation with a smile. You must greet our guests warmly and naturally and by conveying

assurance and a friendly reception to them, youimmediately place them at ease and in a more receptivemood.

� You and Your Fellow Employee

� Your job in relation to the operation of the entiredepartment can be compare to a vital link in a chain,meaning that a smoothly run operation depends on theco-operation of all sections and teamwork between allmember staff.

CRS-FB-Nina-2009



WHAT IS COURTESY

� Courtesy is the act of being polite, considerate andrespectful, and treating others the way we ourselveswould like to be treated

� Most people respond politely if they are treated

politely. Courtesy be gets courtesy.� Courtesy is concern for the other person. Concern that

is expressed in a tactful manner, in respect,attentiveness and a desire to help and to please.Courtesy and caring go together.

� A golden rule to follow is to put yourself in the other person¶s place and try to understand his point of viewon the problem as he sees it.

CRS-FB-Nina-2009



HOW TO PRACTICE COURTESY

The ten rules of courtesy:

� Smile readily

� Greet guests and one another

� Be polite� Be a good listener

� Show concern

� Be appreciative

� Be kind

� Speak softly but clearly

� Be presentable

� Take pride in your work.

CRS-FB-Nina-2009



TEAM WORK AND CO-

OPERATIONService personnel must realise that they do not and can not exist alone. They

would need co-operation from every of the working force. If one waiter does not

do his job properly, the whole catering staff will suffer and the whole show will

be a complete flop. All service personnels must therefore realise that they are

inter-dependent and inter-related. The following are tips on how to get along

with your co-workers and work as a team.� Always offer a helping hand to fellow workers.

� Take orders from fellow workers willingly and cheerfully.

� Give order in a pleasant manner.

� Treat your fellow workers as you would like them to treat you.

� Always wait in line for your turn, do not rush for the drink order in the bar counter, for instance.

� Help your fellow workers to clear the empty dishes and glasses.

� Help to keep the whole place clean and impressive.

� Avoid criticism or arguement with and unnecessary remarks concerningyour fellow workers.

CRS-FB-Nina-2009



� Always remember to be courteous, friendly, pleasant to everymember and be considerate to each others, feelings.

� Do not form ³cliques´ or practice ³politics´ in your place of works.� Help to familiarise new colleagues with the hotel¶s rules,

regulations and policies.

� Be open minded and willing to listen to suggestions.

� Be punctual so that there is no room for criticism.

� Do your duties skilfully and properly.

� Do not allow personal problems to interfere with your work.� Be cheerful and smiling always because it never cause you any

cent.

If all service personnel play their role well and understand that co

operation is necessary, and that nobody can stand alone, the hotel

business will run smoothly to the benefit of all.

CRS-FB-Nina-2009



How can a hotel business be

successful?Success in the hotel catering industry of today means the

three ³G´s as follows:-

� Good service ± well trained waiter and waitress, housekeeper,front office personnel, play a very important part in providing a

good service to the customers .

� Good food and beverage ± the type, quality, variety, the planningof the menu, the expertise of the kitchen staff and bartenders.

� Good atmosphere ± this is not only refers to the pleasant and

artistic decoration of the dining room, the colour scheme,environmrnt and music, but also to the avoidance of unneccesarynoise by service personnel.

CRS-FB-Nina-2009



The correct work attitude should be cultivate by service

personnel for the enjoyment of their work and to theprofitability of the industry . their motto should be :

� ³Never : what can the industry do for me?´

� ³Always : what can i do for the industry?´� ³Never : what can the customer do for me?´

� ³Always : what can i do for the customer?´

CRS-FB-Nina-2009



Employees right conduct

Hotel employees should be co-operative and

conscientious. They should maintain good

relationship with the management , thecustomers and co-workers. They should try

to maintain a safe efficient and successful

operations of the hotel for their ownpersonnel benefit of the customers.

CRS-FB-Nina-2009



Fostering better co-operation and team

work amongst working colleagues

Team work and co-operation contributes a

lot in this catering world and it may be

regarded as a lot depends on eachindividual. So, mutual understanding and

systematic running of an organisation must

be achieved. Fairness and no discriminationmust come in here at this stage.

CRS-FB-Nina-2009

customer relation and skills

Documents