Customer Service
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.
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.
References: * http://www.sunnypointcafe.com/downloads/EmployeeManual.pdf * http://pdf.usaid.gov/pdf_docs/PNADW228.pdf * http://www.coorong.sa.gov.au/ * http://www.fairtrading.nsw.gov.au/Businesses/Dealing_with_customers/Customer_service_guide.html