Customer Service

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Assessment #1: Part B
Prepare a staff manual
a. Providing customer service
Since our restaurant can exists only because of customers, and in particular repeat customers who voluntarily choose to return here and spend their money and time to our food, beverage and service. Without our customer we don’t have a restaurant, they are the only reason we are here. As a result, taking care of our customers is our highest priority, in fact a privilege, never an interruption. At our restaurant the customer always comes first. b. Dealing with customer complaints, including processing the complaint and follow up procedures c. Legislation affecting customer service for the hospitality Industry d. The manual must include appropriate forms to be used for recording customer complaints. e. The policies and procedures must also include responsibilities of the staff members.

Customer Service Manual
Our restaurant exists only because of customers, and in particular repeat customers who voluntarily choose to return here and spend their money on our food and beverages. Without the customer we don’t have a restaurant, they are the only reason we are here. As a result, taking care of our customers is our highest priority, in fact a privilege, never an interruption. At our restaurant the customer always comes first! Below is the customer service manual that everyone in the restaurant must follow.

1. Make sure that all the dishes are clean and safe.
2. Prompt, enthusiastic satisfaction of all customers needs. 3. Skillful service rendered with appreciation and respect. 4. Make a favorable first impression.

Customer complain policy
* Make it easy for all customers to complain.
* Decide which staff has the authority to resolve a complaint, and make sure they know what to do. The more a complaint is escalated to someone higher in the business, the more dissatisfied the customer may become. * Set a time frame to respond to a complaint. Taking too long makes the problem worse. * Give one person responsibility for managing the complaint from beginning to end, so the customer does not have to repeat their complaint to different staff. * Involve your staff in creating your policy.

* Ensure staff knows your policy and how to treat complaints fairly. Poor complaint handling, for example blaming the customer for the problem, or marginalizing them by saying no one else has complained, will only worsen the problem. * Review your policy regularly, and make changes as necessary. Here is an example of customer service complaint form

CUSTOMER COMPLAINT FORMComplainant DetailsName of Person Lodging Complaint:Address: ………………………………………………………………………..Daytime Contact No: …………………………………………………………..Date: ……………………………………Email………………………………..Complaint DetailsDate of Incident: ………………………..Time………………………………...Location of Incident: …………………………………………………………..Who/What is the Subject of Your Complaint:………………………………………………………………………………….………………………………………………………………………………….Summary of Complaint/Issue………………………………………………………………………………….………………………………………………………………………………….………………………………………………………………………………….|

Procedure for handling customer complaints
* Listen to the complaint. Accept ownership of the problem. Apologize. Don't blame others. Thank the customer for bringing the problem to your attention. * Be understanding. Remember, the person is complaining about your business, not about you personally. Be calm, cheerful and helpful. Where possible, let the customer know that you will take responsibility for resolving the problem. * Record the complaint. Detail the complaint so that you and other staff know exactly what the problem is. Have one place to record complaints and the actions taken to resolve them. This lets you see any patterns emerge over time. Complaints about a particular process or product might indicate that changes need to be made. Staff can also see what was done to resolve complaints in the past. * Make sure you...
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