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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.
Slide 1
The Cornerstone of Restaurant Operations
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 2
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:
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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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Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 3
Goals Attitude
Appearance Benefits
Copyright © Texas Education Agency, 2013. All rights reserved.
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Service is what restaurant employees provide. This lesson will review the goals, appearance, attitude and benefits of quality service.
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 4
Make the customer feel welcome
Set the stage for a pleasant dining experience
Greet customers immediately upon arrival
Display courtesy, respect and friendliness
Copyright © Texas Education Agency, 2013. All rights reserved.
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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?
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 5
Uniform
Hygiene
Hair
Hands and nails
Jewelry
Copyright © Texas Education Agency, 2013. All rights reserved.
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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
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 6
Be someone who is:Positive
Willing to please the customer
Takes pride in their work
Friendly and cheerful
Shows courtesy to customers
Copyright © Texas Education Agency, 2013. All rights reserved.
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A positive attitude is critical to the restaurant and repeat business.
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 7
Improved customer satisfaction
Greater customer loyalty
Reduced marketing costs
Enhanced business reputation
Positive work environment
Increased profits
Copyright © Texas Education Agency, 2013. All rights reserved.
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Many benefits are gained when providing quality customer service. Do you agree with these?
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 8
Copyright © Texas Education Agency, 2013. All rights reserved.
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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
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 9
Types of Payment
End of the Meal
Copyright © Texas Education Agency, 2013. All rights reserved.
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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.
Slide 10
Cash
Credit card
Copyright © Texas Education Agency, 2013. All rights reserved.
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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.
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
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.
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 12
12Copyright © Texas Education Agency, 2013. All rights reserved.
Presentation Notes Customer Service: The Cornerstone of Restaurant Operations
Customer Service: The Cornerstone of Restaurant Operations Copyright © Texas Education Agency, 2013. All rights reserved.
Slide 13
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
http://www.youtube.com/watch?v=7rJTAp6G57A&feature=share&list=PL3F79BA3148626C28&index=9
Copyright © Texas Education Agency, 2013. All rights reserved.
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