2

70問 • 1年前

問題一覧

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

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

the rambles

-relishes the chance to speak to someone or anyone -refuses to get to the point but talks on and on about irrelevances

the foreigner

-very difficult to communication skills -cannot explain their problem fully and cannot understand the solution you are suggesting

The know it all

-act as if he knows everything in terms of food and service -threatens by name dropping on famous people and politicians

The volcano

-erupts suddenly -insult you personally -eager to pick fight with you

Type of complaining guest

The volcano The know it all The foreigner The ramblers The clams The free-loader

Transmitting body language

-your stance and posture -your facial expressions -how you hold your arms

Questioning techniques

-rephrase or repeat questions -paraphrase the responses they have given you

At this time the most important thing to do it to listen so you can:

-identify the main points of the complaint -separate the actual aspects of the complaint from the emotion -identify a possible suggested solution -the customer must be given the time to say their piece

Skills are important for effective workplace communication

-face the person you are talking with -maintain eye contact if possible -address the person by their name -establish a rapport

Communication skills- non verbal

-facial expressions -eye contact -gestures -postures

Communication skills-verbal:

Listening Questioning Speaking

Communication involves sending and receiving messages:

Verbally Non-verbally

One of the most important aspects of handling customer complaints effectively is through the use of

effective communication

The first thing to do when a customer comes with a complaint is to:

-Greet them -Identify yourself -Identify who the guest is -Sing them for bringing the complain to their attention -Offer assistance in trying to find a suitable solution to their complain -Take the person to a suitable location way it will not interfere with other customers and where the customer with a complaint -Depending on the situation you may wish to offer them a refreshment.

Being discreet when dealing with complaints as you to:

-Talk quietly to the person -Remove the person to another area if possible -Take whatever action is appropriate to deal with the situation without drawing a necessary attention to it

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

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

Delivery of complaints

-Written complaints including by letter -Email complaint or customer feedback forms -Verbal -Verbal complaints over the telephone

Common actions a guest may make when about to complaint includes:

-Look angry are aggressive -Appear flustered or frustrated -Display contorted face expression -Glands around as if seeking assistance -Physically touch another guest or colleague -Become too loud -Become argumentative

Some signs of dissatisfaction include negative changes in

body language voice actions

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.

Types of Complaints

-Rude staff and management -Difficult or demanding customers. -Lack of service or poor service. -Expectations not being met -Dissatisfaction with the accommodation -On hygienic conditions -Low comfort levels -Rowdy and unacceptable behavior displayed by other customers -Error in the reservation or booking or not found -Special requests not being adhered to -Limited or no rooms or tables available

Customers have perceived the expectations of what level of service they expect when visiting a venue arising from:

-The company's image or reputation in the market -Past visits -Advertisements and promotional messages -Competing hotels -Industry standards -Comments from family, friends and colleagues

Customers know they can't afford the luxury mentioned above, but as a result of our advertising and their previous experiences with us

expectations

They may wish to stay in a luxury suite, dine at an international renowned

wishes

This refer to the way in which our customer with preferred to satisfy a specific need

wishes

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.

Every organizations customers have their own individual needs, there are a number of generic needs that is tough must addressed when providing quality customer service

generic customer needs

centers around the organization's ability to meet or exceed customer needs, wishes and expectation

customer service

load the tray:

-The tallest glasses are the nearest to your body -The heaviest glasses are in the center of the tray. -The smaller, lighter glasses are around the tray’s edge.

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.

Steps to clear a table:

1. Try to start with the guest who has the most scraps left on their plate. This is the base plate for clearing 2. Pick up the first plate, complete with cutlery, with your right hand and transfer and secure it in your left hand 3. Secure the end of the fork handle under your thumb 4. Slide the knife, cutting end first, under the fork to secure it and stop it from sliding away. 5. Moving clockwise around the table, clear the next guest’s plate.

Offer alternatives possible options include

-Replace meal quickly -Allowing them to take some items from the buffet while they are waiting -Providing a plate of snacks -Suggesting fast cook items to that dish will be ready when others are also eating

Listen to their complaint, apologize and act quickly to fix the problem

handling problems

Don’t treat these guests as “COMPLAINERS”, but view the situation as an opportunity to turn a problem into a positive service experience

handling problems

Don’t treat these guests as

complainers

Some additional equipment items that may need to provide:

Extra cutlery Extra glassware More serviettes finger bowl

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

When a meal has been served to the customer, it is important for service staff to revisit the table a few minutes later to check that the meals are to the customer’s satisfaction

3 minutes check

Steps in two plate carrying

1. hold the first plate between your thumb, index finger, middle finger and ring finger. 2. Place the second plate above the first plate, supporting it by your finger, your little finger and the base of your thumb and forearm. A third plate can be carried in the right hand.

Steps in three plate carrying

1. Hold the first plate between your thumb and index finger and the middle finger. 2. Place the second plate into the crease of the palm of your left hand under the edge of the first plate, supporting it by your ring finger and little fingers. 3. Carry the third plate on the flat of your forearm and rim of the second plate. A fourth plate can be carried in the right hand.

Two keys when serving food and beverage are

1. Do it quickly without giving the guest they are being rushed or you are in a hurry. 2. Do it professionally. Serve the correct items to the correct diners, be polite, identify items as they are served, communicate and interact with guest , smile, answer any questions that are asked, check that the items presented are acceptable to the guests.

make sure that the heaviest item must be at the center of the tray and making sure that all items are compressed so as to avoid swaying that may lead to breakage

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

If the food is not picked up promptly the following may apply

-Hot food could go cold and spoil -Cold food could lose its chill factor -Risk of food contamination increases -Customers have an unnecessary wait

This two section must be attended and monitored at all times to ensure prompt pick up of food

Cold larder Hot section

The 2 service areas

Cold larder Hot section

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

Alternative to serving breads

Nuts Chips Vegetable sticks Corn chips and salsa Sorbet

Purpose of serving bread

1.Takes away hunger pains that customers may have whilst waiting for meals 2. Is an added element of service to a meal 3. Is seen as added value in the eyes of the customer 4. Often accompany starter 5. It is a cheap additional course 6. Maybe charged and therefore is a method to increase revenue.

Where there are cancellations the chair and cover should be

removed from the table

To identify the table they have been allocated on the

table or floor plan

Where guests say that they have a reservation, you should confirm this in

reservation book

When guests arrive in your dining area, the first two steps should be

-to greet or welcome them -to enquire whether or not they have a reservation or booking

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

First impressions count and as they say

you only get one chance to make a first impression

When customers arrive, it is the responsibility of the service staff to promptly meet them.

smile and appropriate greeting at the door

Standards for greeting and seating guest

Then take over ghe table to complete the next few steps

service staff member

Willat this stage return to the reception desk to seat further guest

head waiter

Lap napkins

Get proactive and offer to special needs customers

1. alternative easy access to their table because of a disability 2. a high chair for infants 3. warming of a bottle for babies 4. appropriate food for those with special dietary needs as indicated in the reservation book 5. privacy for romantic couples and business people to the best extent possible given other bookings 6. room on a table to spread out where business look as if its going to be conducted 7. a table near the door for someone with a walking stick

Greeting guests on arrival and accompanying them to their table to seat them is known as

greet and seat

Guest may be able to leave their overcoats, umbrella or other items at the

reception area

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"

Where there is a note that a birthday cake or has been arranged

this should also be discreetly checked with the hosy either at the table or elsewhere

When confirming the reservation

also confirm any details that may be written against that booking (ex.and youre off to the cinema, so youd like to be away by 8:30, is that right? and your requested a high chair, i believe?")

Where are extra person has presented with a booking

staff should immediately set another place and add a chair where possible or another table should be quickly identified for the party

STS 5

Lady Rose Joy Domalanta · 316問 · 2年前

STS 5