F&B—SALES R SERVICE

VERBAL COMMUNICATION IN CUSTOMER SERVICE

The verbal messages below are guidelines. Maintain flexibility in application according to
the context, situation, guests, colleagues, etc.

CUSTOMER
VERBAL COMMUNICATION
SERVICE
1. Approaching • Allow me, sir.
table • If you please.
2. Approaching • Yes, ma’am.
a guest who • Sir.
beckons • Madame.
• Of course, sir.
• Immediately, ma’am.
• I understand, sir.
3. Responding
• A parrot message.
to a request
• Certainly, ma’am.
• Yes, sir, at once.
• Absolutely, ma’am.
• Good evening, ladies and gentlemen. Welcome to
_____________________!
(name of establishment)
• And your reservation is in the name of… ?
° Yes, Mr Smith. Mr Desmond Smith? A table for five, sir?
° Right. This way, Mr Smith.
° It is alright. I can add another. Six persons, then.
° Oh dear… we are quite full this evening. Er… let me see… yes, I
can put in a table for six, but it might be a slight squeeze. Would
4. Welcome at it be alright?
the entrance ° It is alright sir, we do have a table available. May I have your
name sir? And for how many persons?
° Oh dear… it is quite full tonight… Let me check please… I do
apologise. The (name of establishment) is fully booked. I can
have a table for you in about 45 minutes. We have a bar where
you can have an apéritif before dinner. Would that be fine?
° I understand, Ms Jones. Here is our business card. Most of our
guests make reservations, especially for Friday and Saturday
evenings.
• Etc, etc, etc.
• May I take your over-coat, sir?
5. Cloak service • Allow me, please.
• Are there valuables in the coat, ma’am?

Lausanne Executive Education—Summer Programme 2006 26h Consecutive Year Page 1 of 5

F&B—Sales R Service, Verbal Communication in Customer Service
 CUSTOMER
VERBAL COMMUNICATION
SERVICE
• This way, please, sir.
• Allow me, ma’am.
6. Way to table • If you please.
• Ladies and gentlemen.
• Very nice to have you back with us, Mr Smith.
• Madame.
• Allow me, sir.
7. Seating
• Ms Jones.
• May I?
8. Opening
"
serviettes
• Ladies and gentlemen, for apéritifs tonight, we feature the Tom
Collins, Margarita and the usual bar list. For you, ma’am?
9. Apéritif ° A Margarita.
° Yes, ma’am.
° A Perrier, sir.
• Madame.
• Allow me, sir.
10. Presenting • Ms Jones.
menus • May I?
• The menu, ma’am.
• Sir.
• Greeting
° Ladies and gentlemen!
• Introduction
° The menu for tonight.
• Specials
° There are two special items from the Chef this evening. Baked
oysters on a bed of spinach as a starter, and a salt-caked, oven-
baked ribeye for two persons, served with your choice of main
course accompaniments.
• Unavailability
° There are two items on the menu that are not available tonight.
11. Speech
The first is on page three.
° (Go behind one guest.) Allow me, sir.
° (Turn to page three)
° Under the seafood section. The second item, the Alaskan Crab
Claws.
° (Point at the item with a pen)
° That is unavailable.
° The second item is…
• Close speech
° I shall return shortly.
° I shall be back to take the order.

Lausanne Executive Education—Summer Programme 2006 26h Consecutive Year Page 2 of 5

F&B—Sales R Service, Verbal Communication in Customer Service
 CUSTOMER
VERBAL COMMUNICATION
SERVICE
• The Gazpacho, ma’am.
• Yes, sir.
• The filet de bœuf, sir. And how would you like it done?
° Medium-rare.
12. Taking menu
° I mean, what degree of cooking would you like the steak to be,
orders
sir.
° Would you prefer it rare, medium-rare or medium?
• Guest who makes a copious or expensive order.
° Excellent choice, ma’am.
• Bon appétit!
13. Bon appétit • Have a good dinner, sir!
messages • Ladies and gentlemen, bon appétit!
• Name of dish.
14. Getting • How was the dinner, sir?
feedback • How did you feel about the dinner tonight, ma’am?
• Yes, sir.
• I understand, ma’am.
• I am sorry to hear that.
• I apologize.
15. Responding
• I shall look into the matter personally.
to feedback
• Thank you for your comments, sir.
• And how did you feel about that?
• How long did you wait for the main course, sir?
• We appreciate your feedback. Thank you, ma’am.
• You’re welcome, sir.
16. Responding • You are most welcome, ma’am.
to guests’ • Not at all.
appreciation • My pleasure, sir.
• Thank you; I shall personally convey your compliments to the Chef!
• It is alright, sir. 9
• No trouble at all, ma’am. 9
17. Responding
• Dirty Words
to guests’
° It’s part of the job, sir. 8
apologies
° It’s my job, ma’am. 8
° Never mind, sir. 8
• Dirty Words
° I’m sorry, sir. 8
18. Superfluity ° Excuse me, please. 8
° Sorry… 8
° Over-use of guest’s name 8
• Allow me, sir. 9
• May I? 9
19. When • Dirty Words
clearing - May I clear now? 8
dishes - Are you finished? 8
- Finish? 8
- Are you still eating? 8

Lausanne Executive Education—Summer Programme 2006 26h Consecutive Year Page 3 of 5

F&B—Sales R Service, Verbal Communication in Customer Service
 CUSTOMER
VERBAL COMMUNICATION
SERVICE
• Presenting
° Sir.
° The bill, ma’am.
• Collecting
° Thank you, sir.
• Returning
° Sir.
• Acknowledging tips
° Thank you, ma’am.
20. Bill • Cashier shift change
° Approach guest empty-handed.
° Excuse me sir, may I have your permission to present the bill
now? There is changing of shifts for the cashier.
° Thank you for your understanding, sir.
° Then, and only then, bring the bill; and from the Cashier, not the
sideboard(!).
• Restaurant closing
° As above.
° We shall be closing in half an hour’s time.
• Greeting
° Good morning, sir. 9
° Hello. 9
° Good afternoon, Mr Reuland. 9
• Dirty Words
° How can I help you? 8
° What do you want? 8
° Can I get you anything? 8
21. Bar service ° Have you ordered yet? 8
in EHL ° You need something, sir? 8
° Yes? 8
• Asking for payment
° It will be four francs, ma’am.
• Returning change/bill
° Thank you, sir.
• Refusing service
° We’re sorry, sir. The bar closes at 4 p.m.
° We’re sorry, ma’am. The bar opens at 9 a.m.

Lausanne Executive Education—Summer Programme 2006 26h Consecutive Year Page 4 of 5

F&B—Sales R Service, Verbal Communication in Customer Service
 CUSTOMER
VERBAL COMMUNICATION
SERVICE
• Guest in queue comes up to buffet counter
- Sir!
- Potatoes, ma’am?
- Would that be fine, sir?
- Is this alright?
• Dirty words
22. Buffet - More?
service - Do you want spinach?
• Golden rules
- Efficiency in movement
- Presentation on plate
• Refusing guest request for more food
- We’re sorry, sir. The portion is one piece.
- You are welcomed to come back again.
23. As a cashier • Sir.
at the end of • Thank you, ma’am.
a self-service • Bon appétit!
counter • Have a good lunch, sir.
• Please.
• Thank you.
• You’re welcome.
24. Holy words
• Of course.
• I understand.
• Not at all.
• We treat our colleagues the way we treat our customers because our
customers will be treated the way we treat our colleagues.
25. Golden rules
• We are ladies and gentlemen serving ladies and gentlemen. (motto
of the Ritz-Carlton Hotels)

Louis Lim, June 2006

Lausanne Executive Education—Summer Programme 2006 26h Consecutive Year Page 5 of 5

F&B—Sales R Service, Verbal Communication in Customer Service