Fill in the blanks:
1. I hate when restaurants_____________
2. I love when restaurants______________
Turn in homework on Trends
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The Cornerstone of Restaurant Operations
 http://youtu.be/ZO4YUsAHuLk
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Service: is what a restaurant provides, it is
the measure of efficiency and effectiveness.
High-quality Customer Service: means
consistently exceeding customer’s
expectations for products, services, and for
personal interaction.
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Dining Experience
Products
Service
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 Moments of Truth
 Any time a customer has the opportunity to form an
opinion about something. Examples include seeing an ad,
being greeted at the door, observing spots on the
silverware, or the restaurant being too cold.
 Discuss with a partner a time you had a positive
moment of truth.
 Internal
 Anyone inside an organization who receives products, services, or
information from someone else to complete his or her work.
 External
 The end receiver of a product or service outside the boundaries of
an organization.
Family
having
brunch
Shift Manager
Food
Supplier
Office
worker
having
lunch
Couple
having
dinner
Greeter
Chef
Server
Seniors
having
breakfast
 To satisfy, retain, and ensure quality service you
should:
 Hire the correct individuals
 Provide appropriate training
 Compensate properly
 Supply high quality tools and equipment
 Recognize employee’s good work
 Correct employee mistakes graciously
 Common expectations such as a clean, safe, and friendly
dining environment.
 Certain type or size tables
 Specific table location
 Special diets
 Recognition of special occasion
 Separate room for meetings or parties
 Certain type of music
 Place to smoke or avoid smoke
 People react poorly to phoniness
 Not everyone wants to be your friend
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Goals
Attitude
Appearance
Benefits
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Copyright © Texas Education Agency, 2013. All rights reserved.
 Make the customer feel
welcome
 Set the stage for a
pleasant dining experience
 Greet customers
immediately upon arrival
 Display courtesy, respect
and friendliness
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Uniform
Hygiene
Hair
Hands and nails
Jewelry
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Be someone who is:
 Positive
 Willing to please the
customer
Takes pride in their work
Friendly and cheerful
Shows courtesy to
customers
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Improved customer
satisfaction
Greater customer loyalty
Reduced marketing costs
Enhanced business reputation
Positive work environment
Reduced employee turnover
Increased profits
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 Repeat business
 Distinguish from competition
 Customers make personal connection with establishment
 Increased checks, tip, and profit
 Supports marketing efforts
 Enhances reputation and image
 Increased interaction with customers to determine their needs
and satisfaction
 Contributes to employee pride and satisfaction
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Can a business
survive and be
profitable while
providing poor
customer service?
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 Customer loyalty and repeat
business decreases
 Additional marketing is needed
 Difficulty in changing
reputation and image
 Good employees may leave for
a better place
 Profits can decline
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A Happy Customer is a Repeat
Customer
(click on link)
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 Worksheet, due by end of class
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Customer Service Solutions
Get into groups of two
Pick 2 cards
Discuss and brainstorm solutions and formulate improvements
in customer service for each scenario.
Pick 1 member from the group to discuss your solutions with
the class.
Copyright © Texas Education Agency, 2013. All rights reserved.
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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
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