LETTER FROM GOOD CUSTOMER
I’m the a good Customer, and I never complain either good or bad quality service given to me
When I come to the restaurant, I’m sitting quietly, while nobody greet me or even the staff is talking each other without asking if somebody has taken my order or not…
For all those thing, I tried not to complain, just be stable and patient…..
Sometimes I notice there are group of people come after me, and they are being served first rather than me, or even I get a bad condition of my money change from cashier without any further explanation….
For all those thing, I tried not to complain, just be stable and patient…..
When I come to a retail shop, I don’t want to make others feel bad, and I’m trying to understand others. If a sales associate feel offended and showing rude behavior as I just want to have a look first before decide it to buy.
For all those thing, I tried not to complain, just be stable and patient…..
When my food/ beverage order is taking a long time to be served without further explanation, I’m still keep on waiting…
For all those thing, I tried not to complain, just be stable and patient….
Do I complaint for such issue..?
No I don't
I never beg or grumble or try to get attention for such situation of my disappointment, especially make the staff feel down because of my complaint in front of other guest, since I know that....
I AM A GOOD CUSTOMER
But, do you know who am I ?
I am a good customer
I am customer who never complaint or grumbling
all at once
I am customer who will NEVER COME BACK
CUSTOMER SERVICE
FOUNDATIONS
What does Customer Service in Restaurant mean?
Customer Service is an effort that we do in our outlet to fulfill the Guest needs (Service, Product, Environment) with the intention to provide unforgettable dining experience
Why Customer Service is important?
- To build a good rapport with the Guest
- As an interaction tools toward Guest and among staff.
- To build good Reputation and Image of the Company.
- Gaining trust from the the Guest toward our product and service.
- Make up the Guest as our loyal business partners
High quality Food and beverage will worthless without sincere service.
Why do we occasionally fail in implementing Customer Service?
There are 3 major factor that caused Customer Service can’t be maximal accomplished.
3 important factors in Customer Service
Attention to detail
- Looking after for the need of the Guest who come to our restaurant.
- Knowing the character of Guest.
- Treat the Guest equally regardless seeing their race, appearance, gender, social; status, background, religion,etc.
- Always trying to deliver assistance when it’s needed.
- Have capability to give suggestion toward food and beverage ordered by the Guest.
- Being knowledgeable of all the product.
Consistency
- Keep maintaining food and beverage presentation, portion, standard recipes and its cleanliness consistently.
- Wide knowledge of Food and Beverage in particular.
- Friendly, polite, and professional service.
- Building up good rapport with the Guest consistently.
Personalized Service
- Consistently provide a warm smile and greeting in any condition.
- Be familiar with the Guest name and recognize their preference.
- Propose kind assistance and always recommending of each product.
- Maintaining positive attitude and behavior professionally.
- Ask for the name of the new Guest.
- Express exit greeting constantly.
- Exceeding the Guest needs before it is being asked.
HOW DO WE RECOGNIZE OUR GUEST?
By putting our self into their ‘shoes-
What do we have to know from our Guest?- Understanding of their time of visiting our store.
- Understanding of their time to be taken care of nicely in our restaurant.
- Understanding of their behavior of being selective, picky, or choosy.
- Understanding of their rush time.
- Understanding the need of being taken care, to listen their point of view.
- Understand their need to be considered as Very Important Person.
Every Guest is an asset to our business.Thing to remember:
Maintaining loyal Guest is more difficult rather than having new one.
Things below are several principles in implementing Customer Service- Polite all the times and make smile as the core part of your life.
- Never ignore the Guest.
- Being friendly and nice, while continually greet the Guest warmly.
- Being a good listener and look after the Guest needs persistently.
- Put a high respect toward our Guest.
- Anticipate Guest needs quickly and in a proper way.
- Consistently maintain service, product, and environment based on high quality standard.
- Honest.
- Maintaining body language and warm tone of voice professionally.
Things to be performed :
- Warmly smile.
- Remembering the Guest name.
- Knowledgeable
- Attentive
- Flexible
- Polite and friendly
- Greeting
- Consistent
- Care
- Enthusiastic
- Honest
- Sincere
Things are not allowed
- Ignorance and careless
- Passive
- Depreciate
- Negative thinking
- Unfriendly
- Inattentive/ negligent
- Self-centeredness
- Discriminative
- Rude
Things to remember:Implementing Customer Service is not as difficult as we imagine
Put value on our own job and efforts, doing it sincerely from our heart and there would be a satisfaction within ours
Motivating Your People
You can make their day
- Start the day right. Smile. Walk tall and confidently
- Walk around your workplace and greet people
- Share the goals and expectations for the day
- Let the staff know that today is going to be a great day
- It starts with you. You can make their day
Use Simple, Powerful Words
- Say "please" and "thank you" and "you're doing a good job."
- How often do you take the time to use these simple, powerful words, and others like 3. them, in your interaction with staff?
Make Sure People Know What You Expect
- Supervisors think they have clearly stated work objectives, numbers needed, report deadlines and requirements, but the employee received a different message.
- When requirements change in the middle of the job, or project the context for the change is rarely discussed.
- Make sure you get feedback from the employee so you know he understands what you need. Share the goals and reasons for doing the task or project.
Provide Regular Feedback
- First is knowing how they are doing at work and sharing it with them.
- Set up a daily or weekly schedule and make sure feedback happens.
People Need Positive and Not So Positive Consequences
- Hand-in-hand with regular feedback, employees need rewards and recognition for positive contributions.
- Employees need a fair, consistently administered progressive disciplinary system for when they fail to perform effectively.
- Nothing hurts positive motivation and morale more quickly than un addressed problems, or problems addressed inconsistently.
- People need to know what they can expect from you.
It is a Discipline, be consistent
- Consistently, in a disciplined manner, adhere to what you know about employee motivation.
- The key to supervisory success in creating positive employee motivation and morale.
- The challenge is to incorporate them into your skill set and do them consistently - every day.
Continue Learning and Trying Out New Ideas
- Use whatever access you have to education and training.
- You may have an internal trainer or you can seek classes from an outside consultant.
- The ability to continuously learn is what will keep you moving in your career.
Learn the Roles & Responsibilities of A Leader
- Learn the roles and responsibilities of supervisors and managers and how to:
- provide feedback, praise and recognition
- give instruction, delegate tasks and projects
- listen actively and deeply
- manage time and meetings
- problem solve and follow up for continuous improvement
- make decisions
- build empowered teams and individuals in a teamwork environment
Fine tune these Competencies
- The more comfortable and confident you are about these work competencies, the more time, energy, and ability you have to devote to spending time with staff and creating a motivating work environment.
Make Time for People
- Spend time daily with each person you supervise.
- Key employee work motivation factor is spending positive interaction time with the supervisor.
- Schedule one-to-one on a public calendar so people can see when they can expect some quality time and attention from you.
Schedule Quarterly Performance Development Meetings
- These are not the performance appraisal sessions for your people.
- Exclusive one-to-one sessions devoted to employee performance development.
- Most people want to learn and grow their skills at work
- Make a performance development plan with each person and make sure you help them carry out the plan.
- You can make their year
Focus on the Development of People
- Encourage experimentation and taking reasonable risk to develop employee skills.
- Get to know them personally.
- Ask what motivates them.
- Ask what career objectives they have and are aiming to achieve.
- The quarterly performance development meeting is your opportunity to formalize plans for people. You can make their career.
Share the Goals and the Context
- Prepare staff in advance if visitors or customers will come to your workplace.
- Hold regular meetings to share information, gain ideas for improvement, and train new policies.
- Hold focus groups to gather input before implementing policies that affect employees.
- Promote problem solving and process improvement teams.
Take Responsibility
- Take responsibility for your actions
- The actions of the people you lead
- The accomplishment of the goals that are yours.
Be Accountable
- If you are unhappy with the calibre of the people you are hiring, whose is accountable for that?
- If you are unhappy about the training people in your work group are receiving, whose is accountable for it?
- If you are tired of sales and accounting changing your goals, schedule, and direction, whose accountability is it.?
You can make their experience
- You are creating a work environment in which people will choose motivation. It does start with you. You can make their whole experience with your company.
The ability to motivate others comes through discovering how to connect with others and challenging them to be more of what God has created them to be.
