7 Principle’s for Customer Service

 

FOCUSING ON THE GUEST:

 

 Ø Listen

 Ø Use positive body language

 Ø Avoid negative body language

 Ø Maintain eye contact

 Ø Smile

 Ø Recognize the guest immediately

 Ø Use a pleasant tone of voice

 Ø Put the guest first

PROVIDING EFFICIENT SERVICE:

 

 Ø Get to the next guest quickly

 Ø Take time to be accurate

 Ø Keep small talk to a minimum

 Ø Plan ahead

 Ø Follow-up

 Ø Offer alternatives

 Ø Answer questions

ENHANCING GUEST SELF- ESTEEM

Ø Recognize guest’s presence immediately

Ø Use the guest name

Ø Listen to the guest without interrupting

Ø Compliment the guest

Ø Treat the guest like an adult

 

BUILDING RAPPORT:

Ø Listen to the guest without interrupting

Ø Apologize and respond using a feeling word to express your understanding of how the guest is feeling

Ø Allow the guest to respond, then proceed to solve the problem

 

DETERMINING GUEST NEEDS:

 Ø Ask appropriate questions

 Ø Briefly summarize what the guest tells you

 

EXPLAINING RESTAURANT SERVICE:

 Ø Focus on the guest’s needs in explaining restaurant services and the benefits of the services.

 Ø A benefit is a statement of what the service will do for the guest

 Ø Use persuasive words to make the guest by our products and services

 Ø EX: Relax, Enjoy, Entertaining, Quiet, Comfortable

 

REFERRING

 Ø After understanding the request, explain that another person can help more effectively.

 Ø Introduce the other person and summarize the situation from the guest’s point of view