Customer Service Training at Spices Restaurant
Welcome To Spices Restaurant
Customer Service Training
Please ensure that your Cell Phones are off or on vibrate
Thank You
Who are your Customers?
•
For many of us customers are easy to identify. They buy something
from us or we serve them in some way. But some people will say “ I
don’t work directly with customers. “ Before accepting this idea lets
take a closer look at who our customers are.
Who are your customers?
•
Internal Customers
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External Customers
Customers Needs
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They want to be understood.
•
They want to feel welcome.
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They want to feel important.
•
They want to feel comfortable.
Customer’s Need cont
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A customer is not dependent on us….We are dependent on him.
•
A customer is not an interruption of our work ….he is the purpose of it. We
are not doing him a favour by serving him ….he is doing us a favour by
giving us the opportunity to so.
•
A customer is not a person or someone to argue with. No body ever won
an argument with a customer.
•
Today’s customer wants to deal with business professionals who are
honest, trustworthy, competent and service oriented.
CUSTOMERS EXPECTATIONS
•
To be valued by you.
•
To feel comfortable and not pressured.
•
To have undivided attention.
•
For you not to make judgement about them.
•
For you to focus on them rather than your paper work , computer or
colleagues.
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For you not to ignore them in favour of someone you know.
First Impressions
•
Do people buy from someone they dislike?
•
Do you understand the power of a smile?
•
Do you show sincere interest in your customer and engage in primary
small talk?
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Do you grant time alone before asking for the order?
•
Are you aware that a negative first impression may turn a prospect
off to your product?
•
Do you open with a sincere compliment?
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Do you promptly offer a refreshment and a comfortable seating
arrangement?
First Impressions cont.
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Do you pay attention to your attire and personal grooming?
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Are you Pleasant and relaxed no matter the outcome?
Delivering quality guest service
•
Quality Service is made up of two dimensions:
•
The procedural Side: .
•
Established systems and procedures to deliver products and services
(skills and knowledge)
•
The Personal Side:
•
How service personnel – All customer service Personnel – using their
attitude , behaviors and verbal skills to interact with customers.
Benefits Of Quality Service
•
When you deliver quality service everyone wins.
Who benefits from quality service?
•
THE GUEST
Each guest arrives with certain concerns, emotions and expectations
By providing quality guest service You have a chance to make a guest’s
day and stay a memorable one.
THE PROPERTY
If you exceeds guests’ needs, they will be more likely to return to the
property. You have a direct impact on the property’s success.
Who Benefits from quality service
•
Your Co-worker
•
When you do your job well, you make it easier for your co-worker to
do their job well.
•
You
•
When you do your job well, you show co-workers and managers that
you are a professsional. Good work is often rewarded with
compliments and good job reviews.
SKILLS FOR MEETING AND EXCEEDING
SERVICE EXPECTATIONS
•
Guest come to your property for many reasons, some may have seen
an ad describing the property or may have herd about it from friends.
Others may have come before, enjoyed their stay and decided to
return. Whatever the reason, guest expects certain things from you .
Guest expectations and skills
•
PROFESSIONAL APPEARANCE
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Maintain a neat, well-groom appearance
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Wear a clean, proper uniform
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Wear your name badge
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FRIENDLINESS
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Smile
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Greet guest and co-workers promptly and happily
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Make eye contact
Guest Expectations and Skills
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COURTESY
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Give guest and co-workers your full attention
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Treat guest and co-workers with respect
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Call guest and co- workers by name
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FFLEXIBILITY
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Treat guest and co-worker as an individual
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Welcome each guest as a new opportunity to provide great service
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Offer creative solutions to meet guest and co-workers needs.
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Follow up with customers to ensure satisfaction.
Delivering quality service means creating a
memorable experience for every guest by:
•
Understanding and anticipating each guest wants and needs.
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Meeting and exceeding each guest wants and needs.
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Helping co-workers meet and exceed each guest wants and needs.
Basic quality service behaviours
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DO
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Introduce yourself, use guest and Customers name when ever possible
•
Greet and acknowledge anyone who enters your work area or with whom you come in
contact with at the hotel in a warm and friendly manner.
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Speak first and last to the customer
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Go the extra mile in providing service
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Give 100% service
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Keep customers informed
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Smile
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Respond promptly, apologize and Resolve.
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Pay attention to your tone of voice,
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Pay attention to your physical appearance.
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Be knowledgeable about your products and services.
Basic quality service behaviours
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DON’T
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Carry on conversation with friends and co-workers in the presence of
customers.
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Argue with guest or co-workers/customers
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Shout across a room or area at friends co-workers or guests
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Use negative expressions like “that’s not my job” or “I don’t know to
customers.
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Publicly critics guest co-workers or customers
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Eat or drink in the presence of customers
The Three As of Customer Service
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ATTITUDE
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APPEARANCE
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APPROACH
1.
The Three A’s of Customer Service
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ATTITUDE
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Attitude affects our appearance, which influences our approach
towards customers.
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Attitude:
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Positive- If we expect to do well we will be successful.
•
Courteous – Always be polite whatever the circumstance.
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Attentive – Listen, show interest, be alert and observe customers;
give them your undivided attention.
The Three As to Customers Service
•
Attitude:
•
Helpful – You are there to provide a service, demonstrate that to
your customers.
•
Caring - Make Customers feel they matter, that they are individuals
and not just one of the crowd.
•
Enthusiastic – Enjoy providing service and show customers you are
happy to help; PUT ENERGY INTO IT.
The Three As of Customer Service
•
Appearance:
•
Dress - We should dress appropriately, be tidy and clean. We reflect
the image of our organization.
•
Voice – Our tone of voice will convey ad much information to the
customers as the words we use, must sound interested warm and
sincere.
•
Body Language – Our gestures, posture and way in which we walk and
sit will send information to customers.
•
Smile – It puts customers in a more receptive mood.
The three As Of Customer service
•
Approach:
•
Confident- If we approach the customer with confident we develop
trust.
•
Knowledgeable- The customer must feel that we know how to do our
job; we are confident and efficient.
•
Acknowledgment – Always signal the customer's presence by looking
at them and greeting them.
•
Welcoming – We all need to feel liked and approved of.
Body Language
•
Signs and movements have a direct relation to out mood. A happy
person will express happiness with his face and body movement s.
•
Learning to understand body language will help us to order difficult
situations and to anticipate the needs of our customers.
MOOD IDENTIFICAT THROUGH BODY
LANGUAGE
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MOODS. SIGNS OF BODY LANGUAGE
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IMPATIENT: Pacing, tapping fingers, frequently looking
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around, playing with a credit card, getting in
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and out of a line, sighing, looking constantly
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at their watch.
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NERVOUS:. Trembling fingers/hands, touching the face
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frequently or playing with their ring.
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ANGRY: Crossed arms, tensed muscles, grinding teeth,
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sudden movements, making noises or playing
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roughly with things, hands on hip.
Dealing With Dissatisfied/ Challenging Guest
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Common causes of Guest / Customer Complaints
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Unprofessional staff
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Unmet expectations.
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Frustration.
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Delays – waited extended period of time for service.
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Not being Informed.
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Broken Promises
Common causes of Guest/customer
complaint
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No eye contact, ignoring the customer, minimal aid.
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Personal income and financial gain is above care for the client.
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Discrimination.
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Incompetence, lack of Knowledge, untrained staff.
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Poor communication, not listening.
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Unfairness/in even was of service.
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Failure to follow through no response to feedback.
The Cost of Losing a guest/ customer
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1%-Die.
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3%-Change Location.
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5%- Make other friendships.
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9%- Go to the competition
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14%- Are dissatisfied.
•
68%-LEAVE BECAUSE OF BAD SERVICE!!
BE GLAD THEY TOLD YOU
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96%- of unhappy guest never complain.
•
The average unhappy customer will share the negative story with at
least 10 – 20 other people.
•
The average unhappy guest/customer will remember the incident for
23 1\2 months.
•
The average happy guest/ customer will talk about the pleasant
experience for 18 months.
HANDLING COMPLAINTS
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Skills for handling complaints
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LISTEN.
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Give the guest your undivided attention.
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Acknowledge the guest and the compliant.
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Empathize, let the get know you’re concern about the problem.
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Ask questions to determine the exact complaint.
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Repeat the complaint in your own words to confirm understanding.
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Take notes.
HANDLING COMPLAINTS
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RESPOND.
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Thank the guest for bringing the matter to your attention.
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Apologize- say You’re sorry for the inconvenience. Avoid placing
blame, be sincere.
•
Solve- Offer options and allow the guest to choose a solution. Take
ownership of the problem . Explain to the guest what action you will
take. Tell the guest when action will be taken. Set an approximate
time frame for corrective action to be completed (be realistic)
HANDLING COMPLAINTS
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ACT.
•
Take care of the problem yourself if possible.
•
Contact the appropriate person/s to correct the problem.
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Monitor the progress of the people working with you on the
problem.
•
HANDLING COMPLAINTS
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FOLLOW UP.
•
CHECK BACK with the guest to ensure that the solution was
satisfactory
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Report the entire event, action taken and conclusion to your manager
or Supervisor.
HANDLING CHALLENGING & UNUSUAL GUEST
SITUATIONS
•
IRATE GUESTGUEST.
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Respond PROFESSIONALLY not personally.
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Stay Calm and Poised.
•
Don’t respond in kind.
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Deal with guest emotions.
BUSY SITUATIONS
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Don’t get nervous.
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Remain calm.
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Acknowledge the other guest awaiting your assistance make eye
contact, hand gesture, “one moment please
•
HELP IF PPOSSIBLE.
SPECIAL F & B SITUATION
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EARLY CUSTOMER
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Treat with courtesy, explain time for service and offer guest a
beverage, cocktail, coffee, tea, etc.
•
LATE CUSTOMER
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Make guest feel welcome. Offer a beverage and check with kitchen
as to what items are available.
SPECIAL F&B SITUATION
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TIRED OR UNSURE CUSTOMER
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Be patient, don’t rush, help guest order.
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OVER FAMILIAR GUEST.
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Avoid long conversations, go to the table only necessary. Do not crack
jokes.
•
GUEST WHO ARE ALONE.
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Give the guest your attention. Do not seat guest in quite corners on near
kitchen entry doors. Serve guest quickly , do not hurry the guest.
HANDLING CHALLENGING/UNUSUAL GUEST
SITUATIONS
•
HOW TO DECLINE CUSTOMERS REQUEST OR STATE COMPANY POLICY.
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Listen to the entire statement even though you know you will say no.
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DON’T SAY IT’S COMPANY’S POLICY.
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A. Empathize.
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B. Acknowledge.
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C. Decline with reason.
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D. Suggest an alternative.
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E.Ask open ended questions.
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Depersonalize the situation by reminding yourself their anger is directed at
the system, not you personally.
TIPS FOR IMPROVING CUSTOMER SERVICE
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Greet your customers promptly and cheerfully.
•
Talk to customers with Your eyes.
•
Smile for your customers. A smile tells your customer that they have
come to the right place and that they are on friendly turf.
•
Pay attention to your personal appear and grooming.
Tips for improving Customer Service
•
Check the appearance of your work area.
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Never miss the opportunity to say PLEASE and THANK YOU.
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Call people by their name.
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Listen with more than your ears.
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FOLLOW THROUGH.
TELEPHONE COURTESY
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We try to make every called feel important by being friendly, polite
and professional on the telephone.
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Be prepared to answer the phone.
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SMILE it shows up in your voice.
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Speak clearly in the receiver.
•
Use proper grammar and dictation avoid slangs and technical terms
that the callers nay not understand. Avoid “yep” uh-huh” and ok
instead use “ yes,” “certainly,” or “absolutely”.
TELEPHONE CIURTESY
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Answer the phone within three rings. A phone that rings more than
three times gives the caller the impression that you do not want to
take their call.
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Always answer the phone as per the property ‘s Standard which is
“Good morning Thank You For Calling Species Restaurant ------
Speaking, how may I assist you”.
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Always tell the caller your name and the name of the department.
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Give the caller a friendly greeting such as Good e or Good evening
and ask how you may help him or her.
TELEPHONE COURTESY
•
Give the caller your complete attention , pretend he or she is
standard right in front of you.
•
Talk to only to the person on the phone not any one else around you.
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If the call is for a manager, ask the caller if you can put them on hold
,.then get the manager immediately . Or take a message if necessary.
TELEPHONE COURTESY
•
You will often be very busy when the one rings. To make a caller feel
welcome catch your breath before picking up the phone. If you sound
stressed or hurried the caller will also feel rushed.
•
Something to take care of a request , you will need to put callers on
hold . Providing good service means always asking callers if it’s alright
to put them on hold . If a caller gives you permission , take care of
the request quickly . Thank the caller for waiting when you return to
the line.
TELEPHONE COURTESY
•
Always end each phone call with a sincere “Thank You for calling”
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ALWAYS let your caller hang up first the end of your call is your last
chance to leave a good impression.
Wine
•
Wine is made from Fermented Juice of freshly picked grapes, other
fruits, or flowers and is usually classified according to color. Red wine
have a red or purple color and are served at a cool room temperature.
White wines have a pale color ranging, from straw to gold and are
served chilled. These types of wine are also known as table wines.
Terms that apply to wine tasting
•
Aging –Storing wine before bottling
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Aroma –The odor of a young wine usually fruity or flowery.
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Bouquet- The complex smell of a mature wine.
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Body – The feel and weight of a wine in the mouth. Example light,
medium or full bodied
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Dry- Not sweet.
•
Vintage – The year a wine’s grape were harvested and wine making
was begun.
Other wines you may serve in your restaurant
•
Aperitif Wine –Wine with spirits added and flavored with herbs and
spices Example –Vermouth
•
Dessert Wine- Wine with spirits added but with no herbs and spices
Example port and sherry
•
Port- Dessert wine that normally ages at least 20 years.
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Sake- (sah-kee)- Japanese Rice wine
•
Sparkling Wine- Wine containing carbon dioxide, which produces
ingles when the wine is champagne is a sparkling wine produce from
grapes grown in Champagne France
Other wines you may serve in the Restaurant
•
Still Wine-Wine with no carbon dioxide or bubbles
WINE PRONUNCIATION
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Cabernet sauvignon-kab-ur-nay so-veen,-yon
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Champagne : Sham-pane
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Chardonnay:-Shar-duh-nay
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Merlot-mare-lo
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Pinot Noir : pee -no-nwar
•
Rose : roe-zay
Souvignonblanc : so- veen-yon blawnk
Zinfandel: zin-fen-dell
Recommending Wines
•
Recommending Wines requires knowledge of the wine list.
•
Wine is often drunk with the dishes chosen the following dishes are
normally accompanied by these wines:
•
FISH-Dry white wine such as
Chicken- Dry White Wine
Red Meat- Red wine such as
Desserts- Sweet White wines
Cheese- Red wine or Port
Recommending Wines
•
When recommending wine it is advisable to ask the customer if they
would like white, red, dry or sweet wine and then you can
recommend a wine which they will enjoy.
Recommending Wines
•
Always offer the wine list to your guest
Be prepared to suggest one or two wines or champagnes
•
It is advisable to take the wine order after taking the food order
•
Always answer specific questions about the wines and champagne on
the list.
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Allow guest to make their own selection s.
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Always support the guest’s preference
Recommending Wines
•
Tips:
•
Know your wine list and know your alcohol terms.
•
Ordering wine and champagne is fun for many people so help them enjoy
it.
•
Follow the general rule that white wines go get with white meat, Red wines
goes best with Red meat and Rose and Champagne goes with any type of
food.@
•
IF YOUR GUEST USE INCORRECT TERM OR PRONUNCIATION, DON’T
CORRECT THEM.
•
The guest is never wrong in his or her selection of wine, regardless of the
general rule.
Wine service
•
After taking the guest order please repeat the order back to the guest
for confirmation.
•
Place the order with the Bartender
•
Note: Red wines are usually served at room temperature therefore it
should not be served in an ice bucket unless requested by the guest.
•
White wine, Rose and Sparkling wines are served chilled.
Wine service cont.
•
Pick up and deliver the wine or Champagne and glasses.
•
Present the bottle to the guest who placed the order.
•
Hold the bottle wrapped in a cloth napkin, display the label to the
guest who placed the order. Let the guest read the label.
•
Proceed to open the bottle of wine after getting confirmation from
the guest.
Wine service conti
•
Cut the full below then top bulge of the bottle neck.
•
Wipe bottle top and exposed glass rim with a service towel.
•
Twist in the corkscrew until it’s almost through and hold the lever on the
bottle rim.
•
Place the corkscrew lever on the bottle’s lip and hold the leaver firmly with
your thumb and forefinger.
•
With the other hand slowly and steadily pull upwards to remove the cork
•
Draw the cork out without making a “popping” sound and remove it from
the corkscrew.
•
Place the cork to the right of the host.
Wine Service cont
•
Note:
•
The cork will break if the corkscrew is not deep enough.
•
If you insert the corkscrew too far bits of cork will fall into the wine.
•
Never place the bottle between your legs to pull out the cork
•
If the cork breaks pull out the loose pieces and insert the cork screw
into the remaining cork?
•
Traditionally the cork was shown to the guest to show that the wine
has been stored correctly
•
Wines should be stored on its side in order to retain moisture.
•
You cannot judge a wine only by the cork but by the smell of the wine
it self.
Wine service
•
Ask the host if h or she would like the wine to breathe before it is
served.
•
If the guest says “yes” leave the bottle on the table don’t pour it
•
Place the bottle in full view of the host or on the corner of the table
to the right of the host.
Wine service cont.
•
Pour the wine or Champagne
•
Wipe the bottle lip with your napkin to remove any cork pieces of
mold
•
While pouring hold a cloth napkin in your left hand to wipe the bottle
of drips, moisture or water from the ice bucket
•
Hold the bottle firmly by the wind portion with the label in full view
of the guests.
•
Do not pick up the glasses, Lower the lip of the bottle to about one
inch above the glass.
Wine Service cont
•
Pour a taste (about one- half inch ) for the guest who ordered the
wine or champagne.
•
Allow the guest to sniff and taste the wine or Champagne and give his
or her approval.
•
If the host say that the wine or Champagne is unsatisfactory,
apologize and offer to bring another bottle or ask the guest whether
they would like the wine list for another selection.
•
Take the rejected bottle back to the Bar and inform your supervisor.
Wine service cont
•
Pour wine or Champagne for women first, then the men, moving clockwise
around the table and ending with the host.
•
Serve the wine or champagne from the right side of each guest, holding the
bottle n your right hand.
•
Depending of the size of the glass fill each glass about half full with wine.
•
Note: By filling the glass half full guest are better able to smell the bouquet
or aroma from the wine.
•
Pour champagne and sparkling wines in one of these motions :
•
Pour about one- third of a glass and let the foam settle. Then pour some
more.
•
Fill each glass to about half full.
Wine Service cont
•
Lift the bottle as you pour so that when you finish the bottle is about six
inches from the glass
•
Give the bottle a slight twist as you finish pouring this will help prevent
dripping.
•
Place Red wine bottle on the table Wrapped with a cloth napkin to the
right of the person who ordered it.
•
Place Rose, White and Sparkling Wines in an ice bucket.
•
Make sure the ice water covers the shoulder of the bottle.
•
Place the napkin you have used for service in the ring on the side of the
bucket or drape it over the top of the bucket so that you can use it when
refilling glasses.
Wine service cont
•
often toast a special occasion toast wine or champagne.
•
Step back as soon as you have served everyone so you don’t interfere with
their festivities.
•
Note: A 750ml bottle should pour five or six ounce to 8 ounce glasses.
•
If the party is large and one glass each almost empties the bottle, ask the
person who selected the wine or champagne if you should
•
------Chill another bottle and have it ready ( white, Rose, blush and
sparkling wine)
•
--------Open another bottle and allow it to breathe ( red wine)
•
IF A GUEST PLACES HIS OR HER HAND ABOVE THE GLASS, DON’T REFILL
THE GLASS.
Wine service cont
•
Suggest another bottle if guest are not close to intoxication.
•
Remove empty bottle, ice bucket and ice bucket stand if another
bottle is declined.
Wine service cont
•
Serve additional bottles:
•
Provide a fresh glass for the host to taste each new bottle.
•
Bring fresh glasses for everyone if a different wine or champagne is
selected.
•
FOLLOW THE COMPLETE RITUAL AGAIN FOR EACH BOTTLE SERVED.
Knowledge For all F & B Employees
Telephone Courtesy
•
We try to make every caller feel important by being friendly, polite, and professional on the phone. Use the
following phone techniques to leave a good impression with each caller.
•
Smile when you talk. A smile helps you sound more relaxed and pleasant.
•
Speak clearly into the receiver. Avoid “yep” “uh-huh, “ and “ok.” Instead, use “ yes,” “ certainly,” or
“absolutely.”
•
Answer the phone within three rings. A phone that rings more than three times gives a caller the impression
that you don’t want to take the call.
•
Always tell the caller your name and the name of the restaurant.
•
Give the caller a friendly greeting, such as “good morning,” or “ good evening, "and ask how you may help
him or her.
•
Give your caller your full attention, pretend he or she is standing right in front of you.
•
Talk only to the person on the phone, not to anyone elas around you.
•
If the call is for a manager, ask the caller if you may put him or her on hold. Then get the manager
immediately, or take a message if necessary.
•
For personal calls for employees follow your property policy.
Telephone Courtesy cont.
•
You will often be very busy when the phone rings. To make callers
feel welcome, catch your breath before picking up the phone. If you
sound stressed or hurried the caller will feel rushed.
•
Sometimes, to take care of a request, you will nees to put callers on
hold. Providing good guest service means always asking callers if it is
alright to put them on hold, if a caller gives you permission, take care
of the request quickly. Thank the caller for waiting when you return
to the line.
Alcoholic Beverage Terms
•
Alcoholic beverages are an important part of most restaurants and
lounges service. They can bring in a lot of profit, and they can make
guest meals more enjoyable.
•
An alcoholic beverage is a drink that has 0.5 percent or more alcohol
content. The amount of alcohol in a beverage is measured by proof.
Proof is double the percentage of alcohol in a beverage. For example,
a drink that is 40 percent alcohol is measured as 80 proof.
•
There are three general types of alcoholic beverages: Beer, Wine, and
Spirits, also known as liquor.
Beer
•
Beer is a beverage made from fermented grain. It has the lowest
alcohol content , the highest food value, and the shortest life span of
the three types of alcoholic beverages.
•
There are two classes of beer: ale, which is top fermented at warmer
temperatures and is not aged, and lager which is bottom- fermented
and aged at colder temperatures.
•
Some other beer terms you should know:
Alcoholic Beverage Terms cont.
•
Draft Beer- Beer drawn from a keg or a cask to a glass.
•
Dry Beer- Beer that is less sweet. With little or no aftertaste
•
Light Beer- Beer with one third to one half fewer calories than regular
beer.
•
Non Alcoholic Beer- Beer with few calories and less than 0.5 percent
alcohol. The alcohol is removed after brewing, or the fermentation
process is stopped before alcohol forms.
Alcohol Beverage Terms
•
Head- The foam that forms at the top of a glass when beer is poured.
The ideal head of a beer should be one half to one inch thick.
•
Keg- An aluminum or wooden container for storing beer.
•
Tap- A beer faucet use to pour beer from a keg
Alcoholic Beverage Terms
•
Wine
•
Wine is made from fermented grapes, other fruits, or flowers, and is
usually classified according to color. Red wines have a red or purple
color and are served at cool room temperature. White wines have a
pale color ranging from straw to gold and is served chilled. Blush
wines are pink and are served chilled These three types of wines are
also known as table wines.
Alcoholic Beverage Terms
•
Spirits or Liquor
•
Sprits have the highest alcohol content of the three types of alcoholic beverages. Some
types of spirits are:
•
Gin
•
Vodka
•
Rum
•
Brandy
•
Tequila
•
Whiskey
•
Spirits differ depending on what they are made from and what flavoring are added.
•
Example; Brandy is made from fruit; Rum is made from sugar cane or moasses; and gin is
made from grain and flavored with juniper berries.
Alcoholic beverage terms cont
•
There are many types of whiskey, which is made from grain, The type
of whiskey depends on the gain used. Straight whiskeys are made
from only one kind of grain; blended whiskeys are made from a
combination of straight whiskeys.
•
Some of the most popular whiskeys are:
•
Bourbon- American whiskey made from corn
•
Irish Whiskey- Whiskey made in Ireland from barley.
•
Rye- Whiskey made from rye
•
Scotch- Single or blended whiskey from Scotland
Alcoholic beverage terms cont
•
Some other Spirits you may serve in your restaurant or Lounge
•
Bitters- Spirits flavored with herbs, bark, roots, etc. Bitters are usually used as a cocktail
ingredients.
•
Cognac- The most prestigious blend of Brandy
•
Liqueur or cordial- Spirits redistilled with fruits, flowers, or plants, or their juices or
extracts. They are usually sweet with a high alcohol content.
•
Schnapps- In Europe an herb flavored dry spirit. In the united States, a sweet a sweet
usually fruit flavor liqueur
•
Sherry- a dessert wine with grape brandy added.
•
These are just a few of the terms used to describe alcoholic beverages.
•
Knowing these terms will help you provide safe, excellent alcohol service.
Alcohol Beverage Terms
House Brands and Call Brands
•
Guest will often ask you what brands of alcohol your restaurant
serves. You can provide excellent service by explaining the different
in brands. Alcoholic beverage brands can be grouped into various
categories.
•
House Wines are usually inexpensive wines the restaurant sells by the
glass. They may be bought in large bottles, jugs or plastic containers.
•
Spirits may be grouped according to the quality of the brand name.
Alcohol Beverage Terms
House Brands and Call Brands
•
Well Brands
, also known as
house brands
, are used when a guest
does not ask for a specific alcohol brand. For example, if a customer
orders a rum and coke, the bartender would use the house brand
rum, or use upselling and ask if the guest prefers Bacardi or another
premium rum. House brands are the first quality level with the
lowest prices, minimal packaging and processing, and average quality
ingredients.
•
Call Brands- are used when a customer specifies a brand by name,
such as a Bacardi and coke. Call brands are usually of higher quality
and price than house brands /well brands.
•
Premium Brands- Have the best taste, packaging, and ingredients.
They are also the highest priced of all brands. Your restaurant may
have several levels of premium brands, including ,Super premium,
select Premium and the top level – Ultra premium
Alcohol Beverage Laws
•
You
play an important role in protecting your guest and the property.
People who drink too much can cause accidents, injuries, and deaths.
The first step in preventing these incidents is knowing and
understanding your local laws.
•
For instance in the United States it is illegal to sell alcohol to a minor
or to a person who is intoxicated. In St Lucia the legal drinking age is
18. Any person under this age is considered a minor.
•
Legal intoxication is measured by the body’s blood alcohol
concertation (BAC). In the Caribbean, each state sets how high the
(BAC) must be for a person to be considered legally intoxicated.
•
Its imported that special training be provided in the laws that affects
alcoholic beverage service in your restaurant.
•
Remember you can be the person who prevents an injury, accident,
lawsuit, or even a death
Responsible Alcohol Service
•
The property stresses the importance of providing safe alcohol service to
its guests.
•
While these procedures can sometime make you feel ackward, they are
very important.
•
Your service protects the safety of your guest and your property.
•
Among the most important alcohol service guidelines and verifying legal
drinking age, and monitoring alcohol intake, and cutting off alcohol service.
•
A minor is define as anyone below a “drinking age” as defined by local law
Responsible Alcohol Service procedres
•
Verifying Legal drinking Age
•
It may be illegal to serve alcohol to minors. Since it can be difficult to
tell whether someone is a minor or not, always ask for identification
when you’re uncertain.
•
Check the age of the guest by asking to see a valid ID
•
Local drivers liense
•
International drivers License
•
Passport
•
When checking ID:
•
Check the birth date on the ID. IT should show that the person is of legal drinking age. Make sure the person
looks the age listed.
•
Check the photo..It should look like the person. Consider the weifht and hair style may have change.
•
Know how to spot fake ID’s. They may have cuts, erasures, changes, different style of type, or odd- sized
seals, They may feel odd or be badly wrinkled or damaged.
•
Ifyou suspect that ab ID is false, ask for a second ID. Or ask the person to give his or her address, middle
name , or height and compare the persons answer with the information on the ID.
•
If you still have doubts about an ID, refuse alcohol service and get your manager It is better to loose a fguest
Understand the importance of customers, differentiate between internal and external customers, and meet their needs and expectations to provide excellent service. Learn about the significance of first impressions and how to create a positive experience for customers.
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Presentation Transcript
Welcome To Spices Restaurant Customer Service Training Please ensure that your Cell Phones are off or on vibrate Thank You
Who are your Customers? For many of us customers are easy to identify. They buy something from us or we serve them in some way. But some people will say I don t work directly with customers. Before accepting this idea lets take a closer look at who our customers are.
Who are your customers? Internal Customers External Customers
Customers Needs They want to be understood. They want to feel welcome. They want to feel important. They want to feel comfortable.
Customers Need cont A customer is not dependent on us .We are dependent on him. A customer is not an interruption of our work .he is the purpose of it. We are not doing him a favour by serving him .he is doing us a favour by giving us the opportunity to so. A customer is not a person or someone to argue with. No body ever won an argument with a customer. Today s customer wants to deal with business professionals who are honest, trustworthy, competent and service oriented.
CUSTOMERS EXPECTATIONS To be valued by you. To feel comfortable and not pressured. To have undivided attention. For you not to make judgement about them. For you to focus on them rather than your paper work , computer or colleagues. For you not to ignore them in favour of someone you know.
First Impressions Do people buy from someone they dislike? Do you understand the power of a smile? Do you show sincere interest in your customer and engage in primary small talk? Do you grant time alone before asking for the order? Are you aware that a negative first impression may turn a prospect off to your product? Do you open with a sincere compliment? Do you promptly offer a refreshment and a comfortable seating arrangement?
First Impressions cont. Do you pay attention to your attire and personal grooming? Are you Pleasant and relaxed no matter the outcome?
Delivering quality guest service Quality Service is made up of two dimensions: The procedural Side: . Established systems and procedures to deliver products and services (skills and knowledge) The Personal Side: How service personnel All customer service Personnel using their attitude , behaviors and verbal skills to interact with customers.
Benefits Of Quality Service When you deliver quality service everyone wins.
Who benefits from quality service? THE GUEST Each guest arrives with certain concerns, emotions and expectations By providing quality guest service You have a chance to make a guest s day and stay a memorable one. THE PROPERTY If you exceeds guests needs, they will be more likely to return to the property. You have a direct impact on the property s success.
Who Benefits from quality service Your Co-worker When you do your job well, you make it easier for your co-worker to do their job well. You When you do your job well, you show co-workers and managers that you are a professsional. Good work is often rewarded with compliments and good job reviews.
SKILLS FOR MEETING AND EXCEEDING SERVICE EXPECTATIONS Guest come to your property for many reasons, some may have seen an ad describing the property or may have herd about it from friends. Others may have come before, enjoyed their stay and decided to return. Whatever the reason, guest expects certain things from you .
Guest expectations and skills PROFESSIONAL APPEARANCE Maintain a neat, well-groom appearance Wear a clean, proper uniform Wear your name badge FRIENDLINESS Smile Greet guest and co-workers promptly and happily Make eye contact
Guest Expectations and Skills COURTESY Give guest and co-workers your full attention Treat guest and co-workers with respect Call guest and co- workers by name FFLEXIBILITY Treat guest and co-worker as an individual Welcome each guest as a new opportunity to provide great service Offer creative solutions to meet guest and co-workers needs. Follow up with customers to ensure satisfaction.
Delivering quality service means creating a memorable experience for every guest by: Understanding and anticipating each guest wants and needs. Meeting and exceeding each guest wants and needs. Helping co-workers meet and exceed each guest wants and needs.
Basic quality service behaviours DO Introduce yourself, use guest and Customers name when ever possible Greet and acknowledge anyone who enters your work area or with whom you come in contact with at the hotel in a warm and friendly manner. Speak first and last to the customer Go the extra mile in providing service Give 100% service Keep customers informed Smile Respond promptly, apologize and Resolve. Pay attention to your tone of voice, Pay attention to your physical appearance. Be knowledgeable about your products and services.
Basic quality service behaviours DON T Carry on conversation with friends and co-workers in the presence of customers. Argue with guest or co-workers/customers Shout across a room or area at friends co-workers or guests Use negative expressions like that s not my job or I don t know to customers. Publicly critics guest co-workers or customers Eat or drink in the presence of customers
The Three As of Customer Service ATTITUDE APPEARANCE APPROACH
1. The Three As of Customer Service ATTITUDE Attitude affects our appearance, which influences our approach towards customers. Attitude: Positive- If we expect to do well we will be successful. Courteous Always be polite whatever the circumstance. Attentive Listen, show interest, be alert and observe customers; give them your undivided attention.
The Three As to Customers Service Attitude: Helpful You are there to provide a service, demonstrate that to your customers. Caring - Make Customers feel they matter, that they are individuals and not just one of the crowd. Enthusiastic Enjoy providing service and show customers you are happy to help; PUT ENERGY INTO IT.
The Three As of Customer Service Appearance: Dress - We should dress appropriately, be tidy and clean. We reflect the image of our organization. Voice Our tone of voice will convey ad much information to the customers as the words we use, must sound interested warm and sincere. Body Language Our gestures, posture and way in which we walk and sit will send information to customers. Smile It puts customers in a more receptive mood.
The three As Of Customer service Approach: Confident- If we approach the customer with confident we develop trust. Knowledgeable- The customer must feel that we know how to do our job; we are confident and efficient. Acknowledgment Always signal the customer's presence by looking at them and greeting them. Welcoming We all need to feel liked and approved of.
Body Language Signs and movements have a direct relation to out mood. A happy person will express happiness with his face and body movement s. Learning to understand body language will help us to order difficult situations and to anticipate the needs of our customers.
MOOD IDENTIFICAT THROUGH BODY LANGUAGE MOODS. SIGNS OF BODY LANGUAGE IMPATIENT: Pacing, tapping fingers, frequently looking around, playing with a credit card, getting in and out of a line, sighing, looking constantly at their watch. NERVOUS:. Trembling fingers/hands, touching the face frequently or playing with their ring. ANGRY: Crossed arms, tensed muscles, grinding teeth, sudden movements, making noises or playing roughly with things, hands on hip.
Dealing With Dissatisfied/ Challenging Guest Common causes of Guest / Customer Complaints Unprofessional staff Unmet expectations. Frustration. Delays waited extended period of time for service. Not being Informed. Broken Promises
Common causes of Guest/customer complaint No eye contact, ignoring the customer, minimal aid. Personal income and financial gain is above care for the client. Discrimination. Incompetence, lack of Knowledge, untrained staff. Poor communication, not listening. Unfairness/in even was of service. Failure to follow through no response to feedback.
The Cost of Losing a guest/ customer 1%-Die. 3%-Change Location. 5%- Make other friendships. 9%- Go to the competition 14%- Are dissatisfied. 68%-LEAVE BECAUSE OF BAD SERVICE!!
BE GLAD THEY TOLD YOU 96%- of unhappy guest never complain. The average unhappy customer will share the negative story with at least 10 20 other people. The average unhappy guest/customer will remember the incident for 23 1\2 months. The average happy guest/ customer will talk about the pleasant experience for 18 months.
HANDLING COMPLAINTS Skills for handling complaints LISTEN. Give the guest your undivided attention. Acknowledge the guest and the compliant. Empathize, let the get know you re concern about the problem. Ask questions to determine the exact complaint. Repeat the complaint in your own words to confirm understanding. Take notes.
HANDLING COMPLAINTS RESPOND. Thank the guest for bringing the matter to your attention. Apologize- say You re sorry for the inconvenience. Avoid placing blame, be sincere. Solve- Offer options and allow the guest to choose a solution. Take ownership of the problem . Explain to the guest what action you will take. Tell the guest when action will be taken. Set an approximate time frame for corrective action to be completed (be realistic)
HANDLING COMPLAINTS ACT. Take care of the problem yourself if possible. Contact the appropriate person/s to correct the problem. Monitor the progress of the people working with you on the problem.
HANDLING COMPLAINTS FOLLOW UP. CHECK BACK with the guest to ensure that the solution was satisfactory Report the entire event, action taken and conclusion to your manager or Supervisor.
HANDLING CHALLENGING & UNUSUAL GUEST SITUATIONS IRATE GUESTGUEST. Respond PROFESSIONALLY not personally. Stay Calm and Poised. Don t respond in kind. Deal with guest emotions.
BUSY SITUATIONS Don t get nervous. Remain calm. Acknowledge the other guest awaiting your assistance make eye contact, hand gesture, one moment please HELP IF PPOSSIBLE.
SPECIAL F & B SITUATION EARLY CUSTOMER Treat with courtesy, explain time for service and offer guest a beverage, cocktail, coffee, tea, etc. LATE CUSTOMER Make guest feel welcome. Offer a beverage and check with kitchen as to what items are available.
SPECIAL F&B SITUATION TIRED OR UNSURE CUSTOMER Be patient, don t rush, help guest order. OVER FAMILIAR GUEST. Avoid long conversations, go to the table only necessary. Do not crack jokes. GUEST WHO ARE ALONE. Give the guest your attention. Do not seat guest in quite corners on near kitchen entry doors. Serve guest quickly , do not hurry the guest.
HANDLING CHALLENGING/UNUSUAL GUEST SITUATIONS HOW TO DECLINE CUSTOMERS REQUEST OR STATE COMPANY POLICY. Listen to the entire statement even though you know you will say no. DON T SAY IT S COMPANY S POLICY. A. Empathize. B. Acknowledge. C. Decline with reason. D. Suggest an alternative. E.Ask open ended questions. Depersonalize the situation by reminding yourself their anger is directed at the system, not you personally.
TIPS FOR IMPROVING CUSTOMER SERVICE Greet your customers promptly and cheerfully. Talk to customers with Your eyes. Smile for your customers. A smile tells your customer that they have come to the right place and that they are on friendly turf. Pay attention to your personal appear and grooming.
Tips for improving Customer Service Check the appearance of your work area. Never miss the opportunity to say PLEASE and THANK YOU. Call people by their name. Listen with more than your ears. FOLLOW THROUGH.
TELEPHONE COURTESY We try to make every called feel important by being friendly, polite and professional on the telephone. Be prepared to answer the phone. SMILE it shows up in your voice. Speak clearly in the receiver. Use proper grammar and dictation avoid slangs and technical terms that the callers nay not understand. Avoid yep uh-huh and ok instead use yes, certainly, or absolutely .
TELEPHONE CIURTESY Answer the phone within three rings. A phone that rings more than three times gives the caller the impression that you do not want to take their call. Always answer the phone as per the property s Standard which is Good morning Thank You For Calling Species Restaurant ------ Speaking, how may I assist you . Always tell the caller your name and the name of the department. Give the caller a friendly greeting such as Good e or Good evening and ask how you may help him or her.
TELEPHONE COURTESY Give the caller your complete attention , pretend he or she is standard right in front of you. Talk to only to the person on the phone not any one else around you. If the call is for a manager, ask the caller if you can put them on hold ,.then get the manager immediately . Or take a message if necessary.
TELEPHONE COURTESY You will often be very busy when the one rings. To make a caller feel welcome catch your breath before picking up the phone. If you sound stressed or hurried the caller will also feel rushed. Something to take care of a request , you will need to put callers on hold . Providing good service means always asking callers if it s alright to put them on hold . If a caller gives you permission , take care of the request quickly . Thank the caller for waiting when you return to the line.
TELEPHONE COURTESY Always end each phone call with a sincere Thank You for calling ALWAYS let your caller hang up first the end of your call is your last chance to leave a good impression.
Wine Wine is made from Fermented Juice of freshly picked grapes, other fruits, or flowers and is usually classified according to color. Red wine have a red or purple color and are served at a cool room temperature. White wines have a pale color ranging, from straw to gold and are served chilled. These types of wine are also known as table wines.
Terms that apply to wine tasting Aging Storing wine before bottling Aroma The odor of a young wine usually fruity or flowery. Bouquet- The complex smell of a mature wine. Body The feel and weight of a wine in the mouth. Example light, medium or full bodied Dry- Not sweet. Vintage The year a wine s grape were harvested and wine making was begun.
Other wines you may serve in your restaurant Aperitif Wine Wine with spirits added and flavored with herbs and spices Example Vermouth Dessert Wine- Wine with spirits added but with no herbs and spices Example port and sherry Port- Dessert wine that normally ages at least 20 years. Sake- (sah-kee)- Japanese Rice wine Sparkling Wine- Wine containing carbon dioxide, which produces ingles when the wine is champagne is a sparkling wine produce from grapes grown in Champagne France
Other wines you may serve in the Restaurant Still Wine-Wine with no carbon dioxide or bubbles
WINE PRONUNCIATION Cabernet sauvignon-kab-ur-nay so-veen,-yon Champagne : Sham-pane Chardonnay:-Shar-duh-nay Merlot-mare-lo Pinot Noir : pee -no-nwar Rose : roe-zay Souvignonblanc : so- veen-yon blawnk Zinfandel: zin-fen-dell
