1B 498c0921 李心 498h0094 鍾婷 Good afternoon, today we’re going to discuss how creating a positive dining experience is key to the success of your restaurant. A smart restaurant owner needs to understand two major concepts of customer service. First, that there are many factors that contribute to making customers feel satisfied. And second, that it a successful dining experience is built on contrast that which I mean by contrast .By this I mean the restaurant staff must work hard so that customers can relax. I can’t emphasize this enough. For today’s lecture, I’d like you to take prospective of a restaurant owner. Pretend that your are someone like me.