Level 2 Hospitality and Catering
Principles (Food and Beverage)
Day 8: Unit 24 - Principles of Customer
Service in Hospitality, Leisure, Travel
and Tourism and Unit 3 - Giving
Customers a Positive Impression
Yesterday we found out…
• how to organise your own work
• ways to support the work of the team
• about the characteristics of an effective team
• how to contribute to your own learning and
development.
Today we’ll find out …
• what excellent customer service is and why we do it
• how to communicate with customers
• your customer’ needs and expectations
• how to deal with customer complaints
• why organisations have standards and procedures.
We will also…
• do practice test 12 (unit 9)
• do test 12 (unit 9)
• name a new skill or knowledge learnt today
• talk about what we have learnt so far
• fill in your Learner Session Record.
Your customers
internal
external
What is excellent customer service?
Excellent customer service is…
•
•
•
•
•
meeting the customers needs
exceeding expectations
establishing a good rapport
having a positive ‘can do’ attitude
using positive behaviour and
being motivated
• being knowledgeable
• dealing with problems in a
professional way.
Customer
loyalty
Great
reputation
for you and
the
business
Increased
customer
spending
Benefits of
excellent
customer
service
You’ll feel
motivated
and enjoy
your job
Happy staff
= happy
team
Great work
can lead to
promotion
The role of the organisations in providing
customer service
• Developing and setting
standards for products
• Setting the standards and
procedures for service
• Providing value for money
• Training and managing staff
Types of communication
body
language
voice
language
Be polite and build relationships
Do:
• say please and thank you
• provide help and assistance
when needed
• show an interest in what the
customer says
• show empathy if the
customer is unhappy.
Be polite and build relationships
Don’t:
• interrupt conversations
between customers and
other staff
• serve customers whilst
talking to others
• talk or shout across a
room.
effective
listening
listening
Methods of communication
face to face
telephone
written
clear
communication
happy
customers!
effective
listening skills
What type of needs and expectations
do customers have?
Types of customer
needs and expectations
• Type of service – fast or leisurely
• Information
• Product and service knowledge
• Special needs
• Cultural
• Budget
How to deal with complaints
Apologise
• Apologise to
the customer
that they feel
they have a
reason to
complain
• Thank the
customer for
letting you
know
Listen and
enquire
• Listen to the
customer
• Repeat the
main points
back to the
customer
• Speak to
anyone else
involved
Resolve
• Apologise if
the customer
is not at fault
• Inform your
supervisor
• Follow
organisational
procedures to
find a solution
Report
• Let the
customer
know what is
happening
• Let your
supervisor
know the
outcome
Dealing with complaints
Don’t:
•
•
•
•
•
interrupt customers
take complaints personally
argue
lie
blame others.
angry
confused
Why stay within your limits!
To protect yourself and your organisation
• To keep within the law
• To follow company policies and procedures and
meet business standards
• Reduce complaints
• Prevent fines to the business or yourself
To keep your customer happy
• You’ll avoid promising what you can’t deliver
Legislations’ that relate to
customer service
• Health and Safety at Work Act 1974
• Consumer protection legislation
• Sale and Supply of Goods Act 1994
• Equality Act 2010
• Data Protection Act 1998
• Disability Discrimination Act 2005
• Consumer Protection Act 1987
Consumer protection legislation
Sale and Supply of Goods Act 1994
Purpose: these laws protect consumers
against unfair selling of goods and services
The legislation and Act ensures goods are:
• described correctly
• of satisfactory quality
• fit for purpose
Equality Act 2010
Purpose: to ensures people can not be discriminated
against because of their:
•
•
•
•
•
•
•
•
age
disability
gender reassignment
marriage or civil partnership
race
religion or belief
sex
sexual orientation.
Data Protection Act 1998
Purpose: to control how personal information
is used by organisations, businesses and the
government.
Customers’ personal information must:
• only be used for the purpose it’s intended
• be kept safe and not stored for longer than
necessary.
Disability Discrimination Act 2005
Purpose: to make sure disabled people are
treated in a fair and equal way.
You and your organisation are responsible for
making this happen in your place of work.
Consumer Protection Act 1987
Purpose: to protect consumers of goods and
services.
• You must provide safe goods and services
• Supplier or organisation is responsible for
any damage caused by faulty goods or
services
• Goods and services must be correctly
priced
Customer contractual agreements
Name & contact
Details
30th Birthday party
Saturday 6th Feb 2016
x 50
eharris@email.com Arrive @ 20:00
0123 1234567
Selection B buffet for 50 @
21:00 (£25.00 p/p)
12 x bottles Prosecco £96
Emily Harris
1 Young Street
Notes
2 x guests with nut
allergies
2 x vegetarians
Paid 10% - £125
Owe £1125 for food +
£96
Total - £1221
Codes of practice and standards
We have found out…
• what excellent customer service is and why we do it
• how to communicate with customers
• your customer’ needs and expectations
• how to deal with customer complaints
• why organisations have standards and procedures.