SITXCCS008 – Develop and Manage quality customer service practices

How to give quality restaurant service

By: Jobanpreet Singh
22/09/1997
Benefits of quality customer
service
Research has repeatedly shown many benefits can be achieved
by providing quality customer service experiences including:
 increased customer retention
 reduced marketing costs
 stronger position in the marketplace
 offers a competitive advantage
 increased job satisfaction and staff morale
 increased profits
 Satisfied customers spend more with a business over time. The
cost of maintaining a customer’s loyalty over time is also lower
than the cost of gaining a new customer
Determine and clarify customer preferences , needs and
expectations 

concentrate on what is being said by giving the customer full

attention and refraining from focusing on your surroundings
make sure you are ready to listen such as go to the toilet or
have a drink to ensure you are physically comfortable and
ready to give your attention to the customer
try not to interrupt
encourage the customer by asking appropriate questions
help a poor speaker along—ask questions, be enthusiastic,
responsive and kind
check that you have understood by stating (in summary)
what you have heard
state what you intend to do as a result of your conversation
 if the customer is rambling and it is impossible to stay focused on what is
being said interrupt politely and ask a question which brings them back onto
the topic
 communicate interest through your body language
 dismiss any prejudices you might have about the customer
 avoid making judgements about the customer before they have even begun to
speak
 avoid trying to read the customer’s mind
 concentrate on the person not the haircut or clothing
 end the encounter appropriately
Provide a quality service
experience to customers.
 Promptly provide products and services
which meet individual preferences.

 Offer extras and add ons  and provide

tailored and additional services and
products.
Provide a quality service
experience to customers.
 Check the actioning of special requests before customer
delivery.

 Records must be checked and updated regularly to

ensure special requests are actioned correctly and in a
timely manner. This involves checking the details of
the original request against the delivered product/
service.
 All relevant staff are responsible for checking that
special requests have been actioned prior to delivery to
the customer.
Importance of providing accurate
information

Specific laws are in place to protect consumers and to ensure

that product/ services are marketed ethically and in ways
that will not disadvantage customers. Providing accurate
information will help to retain customer loyalty and
improve your relationship and trust with the customer. It
can also prevent the customer from having allergic reactions
if providing ingredients information for menu items.
Customer service standards
 Clear –must be able to be understood and there should be no
confusion as to what is expected

 Specific – if they are too vague or general they are of little value

 Concise – must be concise and to the point, not overly lengthy or

complicated or they will be misunderstood or ignored

 Observable – they can be seen or measured, how will employees

know they are meeting them

 Realistic – they need to be practical and obtainable or they will be

disregarded and cause stress
Poor quality
Employees look neat and clean
Upon entering the restaurant,
customers are greeted quickly
Customers are seated as soon as
possible
Employees will have a good
knowledge of the menu
High quality
9
Employees wear uniforms
specified in the dress code
described in the employee
handbook at all times
Upon entering the restaurant,
customers are greeted within 30
seconds
Customers are seated within 3
minutes of entering the restaurant
Employees know what ingredients
are used in each menu item and
are able to describe all meals on
the menu as outlined in daily
briefings by the chef
Proactively respond to difficult
service situations.
 Identify problems with products and
services and take immediate action to
address them before provision to the
customer.
 What problems could occur in products and
services? How do we fix them?
Proactively respond to difficult
service situations.
 Anticipate delays in product and service provision and
regularly update customer on expected outcomes.

 Advise customers of alternative products and services.

Suggestions for improvements

 Techniques include:
 clear and positive language
 confident
 friendly
 short sentences in a logical order
 adapt word choice and tone for different situations
 good body language such as open hands, good eye contact, plenty of
smiling, good posture, and respect for the personal space of others
 write in plain English
 use correct spelling, grammar, sentence structure and punctuation
 proofread documents
 teamwork
Resolve customer complaints.

 Assess the impact on the customer.

 Use communication techniques  to assist with
the management of the complaint.
 Handle the situation sensitively, courteously and
discreetly.
 Take responsibility for finding a solution to the
complaint.
 Determine options to resolve the complaint and
promptly analyse and decide on the best
solution, taking into account any organisational
constraints .
Resolve customer complaints.

 Take swift action to resolve the complaint and prevent

escalation, in consultation with customer and to customer
satisfaction.
 Use techniques to turn complaints into opportunities to
demonstrate high quality customer service.
 Provide internal feedback on complaints in order to avoid
future occurrence.
 Reflect on and evaluate complaints and solutions to enhance
response to future issues