問題一覧
1
All items should be carried in such way that prevents contamination by making sure
-You don’t put your fingers onto food -You don’t place your fingers around the top of glasses -Long hair is appropriately tied back or controlled
2
the free-loader
-will complain so as to get freebies -will usually complain about even to the smallest details or will make up complaints -will definitely demand that their meal be on the house
3
loading a drinks tray
1. Trays are carried on the palm of the left hand with the tips of the fingers slightly raised. Do not hold the tray by its edge. 2. Drink trays are usually held on the left hand so that the right hand is free to serve the drinks. 3. If the tray does not have a non-slip surface, then a tray liner or mat should be used to prevent glassware from slipping. 4. Service staff should handle glassware by the base or the stem 5. Trays should be carried close to, and within the body to avoid knocking into someone or something.
4
Communication involves sending and receiving messages:
Verbally Non-verbally
5
Willat this stage return to the reception desk to seat further guest
head waiter
6
the rambles
-relishes the chance to speak to someone or anyone -refuses to get to the point but talks on and on about irrelevances
7
Warning signs of a complaint
-Usually, before someone makes a complaint, they give a word signs of their dissatisfaction. -When the customer has come to make a face -to-face complaint, it is essential to pick up on this sign before an unnecessary incident worker.
8
One of the most important aspects of handling customer complaints effectively is through the use of
effective communication
9
Steps in accepting the guest
1. Greet with smile 2. Ask for their reservation 3. Assist with their things 4. Assis them to their table 5. Take their order
10
Generic customer needs
-Offering reflecting what was advertised -Expectations met or exceeded -To feel respected. This is why we use sir and madam -To feel welcome -To be served by friendly staff -To be dealt with in a prompt and courteous manner -To receive assistance when necessary -To be in comfortable and clean surroundings -To feel remember and recognize -To be heard and understood.
11
Standards for greeting and seating guest
.
12
Prompt collection of food enhances customer service in 2 ways
1. It reduces the waiting time 2. It gets the product to the guest in the best possible condition
13
Delivery of complaints
-Written complaints including by letter -Email complaint or customer feedback forms -Verbal -Verbal complaints over the telephone
14
When customers arrive, it is the responsibility of the service staff to promptly meet them.
smile and appropriate greeting at the door
15
Being courteous when dealing with conflict as you to:
-Use peoples name or ma'am or sir -Say please when asking them to do something -Say thank you if they comply with the request -Demonstrate respect for them as a person -Don't touch them -Use open gestures as opposed to intimidating ones or closed body language
16
Greeting basis as indicated by
1. weather- "Isn't it cold today?" it can be a great ice breaker and help strike up a conversation 2. sporting events- "did you watch the game today?" 3. special events- "happy festival day" 4. the season- "isn't it getting dark early these days?" 5. a special in-house event- "welcomd to our grand winery tour dinner, it will be a night to remember"
17
Transmitting body language
-your stance and posture -your facial expressions -how you hold your arms
18
Items may include the service of condiments and side dishes such as:
Tomato sauce Fish sauce Chili Mustards More butter More bread or rolls Side salad Bowl of fries Rice
19
centers around the organization's ability to meet or exceed customer needs, wishes and expectation
customer service
20
Don’t treat these guests as
complainers
21
the clams
-will not talk, but is obvious dissatisfied and problematic -you have to work extra hard to be able to give what they need because they will not talk
22
This two section must be attended and monitored at all times to ensure prompt pick up of food
Cold larder Hot section
23
Being sensitive when dealing with a customer complaint ask you to:
-Take time 5 to 10 seconds is often enough to assess the environment in which the complaint is taking place -Factor and relevant issue which may include cultural and social issues, age, race, gender, whether the person is irregular or local or if the person is tired, or they are drug or alcohol affected -Approach each situation appropriately