Module 2customer Service 2

Module 2: Customer Services
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Lesson Outcomes :
At the end of the lesson, youll be able to: Deal with customers in a polite and professional manner Maintain all company procedures for customers enquiries, complaints and other incidents Give accurate information concerning restaurant and bar areas to customers the
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Lesson Outcomes :
Anticipate and identify individual customer needs as appropriate Maintain compliance with appropriate health and safety regulations Promote establishment acceptable alternatives facilities including
Prioritise attention to customer complaints and deal with other incidents calmly
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2.1 Dealing with customers

Customers enjoy the services in your restaurant partly to your skills: how well you understand customers needs and requirements what you say to them and how you say it your reaction to their questions and requests
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Purpose of customer service: Make customers feel welcome and relaxed Ensure overall profitability of the business
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Method: Identifying customer needs Promoting establishment facilities - New customers come - New customers return - Regulars stay loyal - All customers enjoy visits, and spend more
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How???
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Procedures: Greeting customers Talking to customers Verbal and non- verbal communications Departure procedures Procedures with lost property
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Records: Is it important? __________________________________ Why? __________________________________ __________________________________ Types: Lost valuables Customers details
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2.2 Procedures for customers enquiries, complaints and other incidents

Customers enquiries (Types) Confidential Non- confidential Comments
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Types of customers Difficult Intoxicated Underaged
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Types of customers complaints Food Wine Service Amount of bill Written procedures
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Customers enquiries (Types) range of food and drinks available what can be provided to meet special needs eg. Dishes without dairy products, high chair for a child, wheelchair access how long special dishes take to prepare other facilities of the workplace toilets, areas for private parties
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Customers enquiries (Types) other restaurants, pubs, hotels belonging to the company you work for the local area and whats going on services they would like fill the car with fuel, reserve a table, leave a message for another customer
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Points to note: 1. Providing information and help - Point the person towards help - Direct them accordingly 2. How much you can help -Some require decisions you shouldnt take - eg: Taking a booking, IOU
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Points to note: 3. Scope of your authority -If in doubt always get manager for assistance. 4. Information that is not disclosable -Personal affairs of customers or staff -Security or business related matters
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Customers Comments: Compliments Complaints
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Compliments -Everyone likes compliments and positive feedback - Share the good news, avoid the unpleasant - System (mouth to mouth/ recording and passing on) - Remember to tell colleagues and manager about comments
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Some comments will be helpful in a decision making role: change in pattern of customers demand - Oh, dont you have any organic wine? - Menus ok but the choice is limited.
** What would you do????
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Can draw attention to facilities or services which should be improved - Toilets are not well signed - I always have trouble finding the entrance to the car park.
** What would you do???? !! Warnings that customer is not satisfied

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Complaints -Arises when there is a lack of satisfaction - Customer may be in a bad mood or unhappy with other aspects of the service - Express same views forcibly
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Try to notice and report to manager - Examples: Well never coming back here. - Other indications: i) Moving to another table ii) Leftovers on the plates iii) Customers leave abruptly
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What should you do?
1) Put aside any feeling of anger, hurt or embarassment 2) Deal with the situation calmly and professionally 3) Dont wait for customer to use the word complain or complaint before acting 4) Recognise the dissatisfaction from the general behaviour of customers, the word they use, expressions on face, body language
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!! Well dealt, unhappy customers become your best customers. can
Actions: Offer a replacement dish Deductions from bill must be authorised by the manager
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Guidelines on dealing with complaints: 1. Listen to the complaint fully. Do not interupt. 2. Apologise sincerely and properly, but do not admit that you or the restaurant is at fault. 3. Do not make excuses or blame anyone else 4. Never argue or disagree. customers are right. React as if
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Guidelines on dealing with complaints: 5. Keep calm and remain polite. 6. If appropriate, offer alternative drink/ dish. a replacement or
7. Provide replacement quickly with an apology. 8. Never offer something that you cannot provide. 9. Thank the customer for bringing the matter to you. Free Powerpoint Templates
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Records: - Any comments are to be recorded down for future references Customer perceptions: - Accurately identified - Checked - Acknowledged
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2.3 Types of information that might be provided

Customer service records: - Maintenance - Products - Services - Customer Feedback
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2.3 Types of information that might be provided

Customer information: Selection Previous records Establishment procedures Information flow between establishment and customers (to and from customer) - Establishing customer needs - Efficient systems -
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2.4 Factors involved in the identification of customer needs

Customer needs: Individual/ Anticipated Unstated products services/ stated products/services Planning: Individual work patterns, workload peaks, liaison with colleagues, past experiences, past performance standards Authority: Within limitations
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2.5 Factors involved in maintaining health, hygiene and safety policies/ regulations
Policies/ regulations: To adhere to those already in place Documentation: Accident book/ Incident book
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2.6 Factors involved in the promotion of facilities within an establishment

** Know what your workplace offers Easier to respond helpfully to customers special needs as you learn more about the range of food and drinks available
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Product knowledge available products
Examples
of
Customer expectations : customer what are they expecting for
Asking looking/
Maintaining and increasing sales: Eg: Promote your in- house promotion, usage of private room -> increase profitability of restaurant
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Techniques of positive selling: Special promotion, regular discounts, corporate discounts Problems with over- promoting or hardsell: May chase custmomer away
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1. Promoting your workplace - Mention attractive function room - Show map locations of roadside lodges Present a copy of the menu and brochure advertising childrens parties
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When?? - You can also promote when you hear them while clearing their plates - As you say goodbye and you hear one asking about accomodation
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2. Service standards and codes of practice i) Service standard describe, in specific terms where possible the level of service customers should expect - Give staff and management a common goal to work towards, and means of achievements
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2. Service standards and codes of practice ii) Codes of practice - Provide step by step instructions on how to handle certain situations.
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3. Give accurate information to customers ( There is a danger of misleading the customers you are trying to help) Remembered something wrongly Check information first or warn customers that you are not sure Guessed information resist the pressure some customers put you under Left out crucial fact Be clear what customers have to do
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2.6 Factors involved in dealing with customer complaints and other incidents
Customer problems: - Accurate identification - Acknowledgement Information: - Gather - Analyse - Prioritise
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2.6 Factors involved in dealing with customer complaints and other incidents
Process: - Summarise gained problems using information
- Design responses to complaints/ problems
alleviate
future
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Problem types Avaliability of products/ services Quality Organisation Systems Personnel Procedures
Recording systems - Documented in books/ files - Uses: For future references
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Are you able to:

Describe the methods of customer care Explain the procedures in dealing with customers complaints Describe the types of information that you may disclose to customers
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Definition
Customer service is the provision of service to customers before, during and after a purchase.
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Module 2customer Service 2

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Module 2customer Service 2

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Module 2: Customer Services

Free Powerpoint Templates

Free Powerpoint Templates

Free Powerpoint Templates

2.1 Dealing with customers

Free Powerpoint Templates

2.1 Dealing with customers

Free Powerpoint Templates

2.1 Dealing with customers

Free Powerpoint Templates

2.1 Dealing with customers

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2.1 Dealing with customers

Free Powerpoint Templates

2.1 Dealing with customers

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2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

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2.2 Procedures for customers enquiries, complaints and other incidents

** What would you do????

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2.2 Procedures for customers enquiries, complaints and other incidents

** What would you do???? !! Warnings that customer is not satisfied

2.2 Procedures for customers enquiries, complaints and other incidents

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2.2 Procedures for customers enquiries, complaints and other incidents

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2.2 Procedures for customers enquiries, complaints and other incidents

Free Powerpoint Templates

2.2 Procedures for customers enquiries, complaints and other incidents

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2.2 Procedures for customers enquiries, complaints and other incidents

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2.2 Procedures for customers enquiries, complaints and other incidents

2.2 Procedures for customers enquiries, complaints and other incidents

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2.3 Types of information that might be provided

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2.3 Types of information that might be provided

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2.4 Factors involved in the identification of customer needs

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2.6 Factors involved in the promotion of facilities within an establishment

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Product knowledge available products

Customer expectations : customer what are they expecting for