Who is Customer?

 

Who is Customer?

A customer is anyone who derives a benefit from something you do

 

Learning about customer service:

To provide the highest standards of service, we all must put the customer first when we carry out our different jobs in the restaurant. we believe that you provide the difference.

This is a basic philosophy within the restaurant and during this work shop we will take you through the principles of the culture

 

The Guiding principles of this culture are:

·       Customer Focus

·       Involvement and Empowerment of every member of staff

·       Communication

·       Innovation

·       Continuous quality improvement

·       Cost effectiveness / Profitability

 

Achieving A Customer Focused Environment

Our commitment to the customer can be seen in the way we manage our business. Traditionally a company is structured like this pyramid

·       

                 Senior Management

·                                  Middle Management

             Front line employees

 This Type of Management fails because:

·       The people at the top make decisions without consulting those at the bottom who are closest to the customer and who know what the customer wants.

·       The customer is often dissatisfied because the front-line employees do not have the power to make decisions, handle their problems or complaint.

·        The employee feels unimportant and has no pride in doing work.

 

We believe that to serve our customers effectively the pyramid should be turned upside down:

  Ø Front line employees

  Ø Middle Management

     Senior Management

This style of management succeeds because:

  Ø Attention is given to front line employees and they are recognized as the company by customers.

  Ø Employees are given the opportunity to use their initiative and are provided with     the skills and authority to make decisions.

  Ø Serving customers is what important-not internal policies are.

  Ø Employees understand their jobs and know they are valued.

  Ø Managers get feedback from customers through front line employees.

 

To understand the real importance of our dynamic approach to customer service, consider the following point:

  

THE COMPANY: Our customers are very valuable to us, and so we need to listen to them and respond quickly to their comments and ideas. Our aim is to be “customers responsive” so that our customers keep coming back our restaurant.

Food Hygiene

 

Food contaminated with pathogenic microorganisms, chemicals and foreign matters may compromise food safety. Therefore, food establishment should not accept food known (or suspected) to be contaminated with these substances.

 

 

Most pathogenic bacteria grow and multiply rapidly at temperatures between 5°C and 60°C. At temperatures, lower than 5°C and higher than 60°C, bacterial growth slows down or stops. However, there are bacteria that can grow slowly up to a temperature of -2°C and most bacteria can survive cold temperatures and resume multiplication later when conditions become suitable again. This range of temperatures between 5°C and 60°C is normally called the TEMPERATURE DANGER ZONE. High risk food may be contaminated by pathogenic bacteria which can multiply to dangerous levels at ambient temperatures. As such, high risk food should be kept at or below 5°C, or at or above 60°C during delivery, to prevent growth of these bacteria. The temperature of the food may go up during the delivery time, but this time should be as short as possible. Freezing is a process in which the temperature of a food is reduced below its freezing point and the majority of the water inside the food undergoes a change in state to form ice crystals. Freezing preserves food for extended period of time by preventing the growth of micro-organisms that cause food spoilage and foodborne illnesses. To maintain the quality of frozen food, a temperature of –18°C or less is preferred.

 

 

Cooling after Cooking

a. Cooked high risk foods intended to be kept under refrigerated storage prior to serving, are to be cooled from 60°C to 20°C or less within two hours and then from 19°C to 5°C or less within 4 hours (total 6 hours).

b. Foods that are cooled this way and stored chilled should be used within 72 hours from the time of preparation.

Note: Food stays at the danger zone for more than 2 hours during cooling. Rapid cooling prevents multiplication of bacteria and this is an exceptional situation.

There are some ways that can help to cool food rapidly:

• reduce the volume of the food by dividing it into smaller portions and / or placing it in shallow containers.

• cut large joints of meat and poultry into smaller chunks before cooking; and

• When cooling equipment is used, ensure there is space around the food containers so that the cold air in the refrigerator or cool room can circulate freely.

What is the major principles of guest Handling:

 

1.       Mind Setup

Setting up your mind is important keep good faith to help customer.it has been said that customer is always boss OR customer is always right. try to be professional and handle each complaint with professionally 

2.       Using polite language

Using polite language is very important for verbal and written complaint then you need to be sure enough that what you are writing. Careful the words make sure that the words will never gave wrong meanings

3.       Proper listening

If you don’t listen properly you cannot explain properly.so to give the logical replies to the guest complaint listen carefully. let your guest express the feeling first then take your time to explain

4.       Remaining calm

You May often find it difficult to remain calm to handle complaints, but you have to be that. Just thin in logical way. Because that your job. But if the guest become so aggressive that security measures need to be taken then don’t hesitate

5.       Showing sympathy

Start with sympathetic words and expression is the most advisable way to handle any complaint. guest will start feeling that you understand his feelings and you are very care about him. Some catchy word and phrases can easily turn the hot & aggressive situation in to the cool and friendly atmosphere

6.       Apology

Whoever did the mistake apology first. this does not mean that you agree on the complaint make by guest. It means that you feel sorry only for the reason that guest is not satisfied with your service. After apology, you can easily defend yourself

7.       Never blame others

Never blame others or other department In spite of blaming others take responsibility on your shoulder if possible to handle the complaint call the right person to deal with the situation but do not finish your job by just blaming others

8.       No Excuse

Never excuse no guest will to pay to listen at your excuses there are some common excuse like “” today we are short of staffs, we are very busy etc. excusing is not proper approach rather try to explain if you are short of staffs explain it and show possible way to solve it

9.       Not try to make your guest wrong

Its always says that the guest is right. Even if your guest is wrong then do not make him directly wrong. Logically explain why you cannot fulfill his demand. This will represent you are really caring about your guest and your guest will feel comfortable and friendly with you

10.       Be honest

Be honest within yourself never any promise which you cannot maintain also do take follow up steps

Whenever a guest come to you with any complaints then responsibility put on your shoulder. Even you are not engaged with the complaint. But you have to take the follow up

 

Thanks. Rafi K Meethal