Customer Care

Chapter 13

1
 ⚫ The objective is to know and understand the
role of the customer.
⚫ To be able to identify the needs of the
customer and to ensure constant customer
satisfaction at all times and long-term
relationships are maintained.
⚫ This is designed to develop the skills
required to deal effectively with the customer,
both external and internal.
2
 Customers tell businesses,

“I don’t care if every member of your staff

graduated with honours from Harvard, I’ll
take my business and go where I am
understood and treated with respect”.

3
 What is Customer Service?

⚫ There are many meanings to this.

✓ Customer service is the provision of service to
customers before, during and after a purchase.
✓ "Customer service is about treating others as you
would like to be treated yourself“.
✓ Taking care of your customers, their needs and
desires in a professional and courteous manner.

4
 ✓ Service is more than taking orders, placing
food and beverage in front of the customers
and clearing a meal.

5
 Service

⚫ It is the act of providing customers with a

wide range of meal-related benefits and
experiences.
⚫ Service is what makes people feel good
about spending their money to eat out.

6
 ⚫ So what do WE do?

7
 Rights and Obligations as a Customer

⚫ Friendly, timely and helpful service

⚫ Value for money
⚫ A pleasant and safe environment
⚫ An opportunity to enjoy and socialise

8
 Who are our customers?

⚫ Internal
– All staff
– Owners

⚫ External
– Guests
– Suppliers

9
 What does the hotel provide for their
customers?

⚫ Accommodation
⚫ Food and Beverage
⚫ Safe and Secure environment

10
 So what is customer care?

⚫ Is the service that is provided by the hotel

/restaurant personnel to the customers so
that they feel special, comfortable and
welcome throughout their stay / visit with us.
➢ Is anything we do for the customer that
enhances the customer experience.
➢ Two factors, Competency and Friendliness

11
 What is customer satisfaction?

➢ Is the customer’s overall feeling of

contentment with a customer interaction, the
whole dining experience.

12
 Why customer care?

⚫ Return business from happy guests

⚫ Customers are Marketing Ambassadors for
the hotel, restaurants etc
⚫ It gives the hotel, restaurant a need to
upgrade their facilities and services
⚫ It offers a sense of Satisfaction, to say we
have done well and given a name to our
establishment

13
 Customer needs

⚫ Service
⚫ Price
⚫ Quality
⚫ Action
⚫ Appreciation
So simple yet so difficult to provide. There are
so many obstacles

14
 ⚫ A Guest’s point of view:
- Taking care of me
- Being greeted with a
smile
- Respond when I
have a problem
- Getting my order right the
first time
15
⚫ A Staff point of view:
- Being as fast as I can
- Being nice to the guests
- Going that one step more
- Getting the guest to smile
- Making a sale
 Common customer complaints

⚫ About the facilities

- Air con not cold, insects in room, leaking
- Noise
⚫ About the service
- long waits
- billing problems
- Attitude of employees
- Quality

16
 Seven deadly sins concerning
SERVICE

⚫ Apathy –Lack of emotion or interest.

Ignoring guests upon arrival.
⚫ The Brush off – Rebuff.
⚫ Coldness – Not friendly.
⚫ Condescension – An air of superiority.
⚫ Robotism
⚫ Rule book excuses
⚫ Runaround
17
 Barriers to Excellent Customer service

⚫ Poor communication ⚫ Inability to handle

skills stress
⚫ Poor time ⚫ Insufficient authority
management ⚫ Inadequate staff
⚫ Attitude ⚫ Laziness
⚫ Moodiness ⚫ Poor teamwork
⚫ Lack of adequate
training

18
 Ten Commandments

 Is the most important person in our business. This

person pays YOUR SALARY.
 Is part of our business – not an outsider
 Is not dependant on us – WE depend on him
 Is not an interruption of our work – he IS the purpose
of it
 Does US a favour when he calls – we are not doing
him a favour by serving him

19
  Is flesh and blood human being with feelings
and emotions like yours and mine
 Is not someone to argue or match wits with –
to belittle or to snub, but is someone to be
welcomed warmly and graciously
 Is a person who brings us his wants – it is
our job to fulfill those wants

20
  Is deserving of the most courteous and
attentive treatment we can give him
 Is the lifeblood of our business, just as
YOU are

21
 …No…No
No

Neglect a customer just because he is not in

your station
Stand in the corner of the restaurant and
carry on with chit-chat when you are idle.
Good waiters always find something to do
Take shortcuts in your work

22
 ⚫ What about the
customers?????

23