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Presentation Notes Customer Service: The Cornerstone of Restaurant Operations

Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.

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The Cornerstone of Restaurant Operations



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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: [email protected].

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

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Slide 3

Goals Attitude

Appearance Benefits


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Service is what restaurant employees provide. This lesson will review the goals, appearance, attitude and benefits of quality service.



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Make the customer feel welcome

Set the stage for a pleasant dining experience

Greet customers immediately upon arrival

Display courtesy, respect and friendliness


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The primary goal of a quality restaurant is to always make the customer feel special. How do you feel when you dine out?



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Uniform

Hygiene

Hair

Hands and nails

Jewelry


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The appearance of restaurant employees impacts the restaurant business. Employees should: • wear a clean uniform to work • practice good personal hygiene

• hair should be pulled back or put up • hands should be clean and nails short

• jewelry should be minimal



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Be someone who is:Positive

Willing to please the customer

Takes pride in their work

Friendly and cheerful

Shows courtesy to customers


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A positive attitude is critical to the restaurant and repeat business.



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Improved customer satisfaction

Greater customer loyalty

Reduced marketing costs

Enhanced business reputation

Positive work environment

Increased profits


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Many benefits are gained when providing quality customer service. Do you agree with these?



Slide 8


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A Happy Customer is a Repeat Customer

(click on link)

Click on hyperlink to view video: 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

http://www.youtube.com/watch?v=7rJTAp6G57A&feature=share&list=PL3F79BA3148626C28&index=9




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Types of Payment

End of the Meal


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Slide 10

Cash

Credit card


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If the customer pays in cash, be sure that the correct payment is received. Never ask customers if they want change. Always return the change to them. Credit cards are easier to carry than cash so many customers will use a credit card to pay for their meal. Be sure to check: • the expiration date • the customer’s signature • That the customer signs the credit slip Return the credit card to the customer immediately.



Slide 11

Thank your customers

Invite to return

Ask for feedback


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During the meal, be sure to check back with the customers to see if they need anything. Be sure to thank your customers and invite them to return at the end of the meal. Ask them if they have any comments about the food or service they can write or share with your manager.



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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



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