Interact With Customers

Example of customer needs

- All customers need food which has been prepared hygienically and is free from contamination, A customer with wheelchair access needs wheelchair access and room to manoeuvre - A customer who suffers from a peanut allergy, needs to peanut free meal

Example of Customer Expectations

- Customers expect good service - Customers expect to pay the price advertised on the menu - Customers expect to have dinner with minimal disruption

Characteristics of Quality service Include

- Environment is clean and tidy - Everyone is friendly and communication is clear - Repeat customers are recognised and acknowledged - Tables are re-set quickly so customers are not kept waiting for too long. - Staff are able to deal with multiple customer requests and demands during food and beverage service

Complaints and feedback provide the business with;

- details of any deficiency in service or product - an opportunity to show the customer their feedback is valued and important - An opportunity to retain a customer and persuade the customer to return - Information regarding deficiencies in staff or areas of training.

Example of Customer Preference

- if views are available a customer may prefer a table with a view. - Some customers may prefer to have their steak cooked well done - A customer may prefer to make an early dinner reservation

Common causes of complaint in food and beverage establishments include;

- long waits e.g. waiting over an hour for lunch to be served - Being ignored e.g. waiting at the front of the cafe to be seated - Poor service or staff who make customers feel they are a burden e.g. staff who are directly rude to customers and use bad body language and tone

Steps in Problem Solving

1. Identifying the problem; identifying what causes the problem, who is involved/affected, when and where it took place 2. Considering possible solutions; there may be a number of different solutions to consider. It is important to consider the advantages and disadvantages of each. 3. Taking action; implementing the solution Following up; ensuring the problem has been resolved and customers/colleagues are satisfied with the outcome.

Conflict resolution techniques

1. eliminate adversarial contests; some people have an attitude of 'win at all costs'. this attitude is not healthy or helpful. Elimination the need for every point of conflict to be a contest will help ensure the best solution is reached in every situation 2. Manage stress; during times of stress people often make rushed decisions that may not be the best solution. If you can reduce stressful situations this will ensure you keep a clear head and make the best decision for the given problem 3. Promote the concept of 'win-win'; a win-win situation meets the needs of both parties. it may not be the exact or desired outcome but both parties involved are happy with the result 4. Allow for solutions that meet all parties needs; find a solution in which all parties are satisfied 5. Follow due process; follow the correct procedure when dealing with problems - listen, acknowledge, respond, report and follow up

concept of a 'customer focused' workplace

A customer focused workplace means all staff are focused on the end product - ensuring customers have a great experience. If all staff, from waiters to chefs to management, are focused on this, the experience will be positive, leaving customers feeling good. Staff in all roles play a part in ensuring the workplace is customer focused, even if they are not in direct contact with the customer.

First Impressions

A customer's first impression of a business affects the way the customer will perceive all interactions, products and services. It is much harder to try and get a customer back on their side if the initial interaction is negative or mediocre, than it is to make a positive interaction in the first place.

Customer Needs

A need is something that a customer has to have. Some customers have special needs which may be due to an illness, condition, disability, or allergy

Customer Preference

A preference is a desire to have one alternative over another or others

offer a viable solution

A viable solution is one that can be carried out. Never offer a customer something that is beyond your level of authority, such as offering a free meal for their next meal when you are not authorised to offer complimentary products.

Active Listening

Active listening is an effective tool for establishing customer needs or responding to conflict. It involves; 1. Paying attention 2. Showing you are listening 3. Providing feedback 4. Responding appropriately 5. Deferring Judgement

meet the customer need, preference and/or expectation

All hospitality businesses should aim to meet customer expectations. Great businesses not only meet expectations but exceed them. Meeting expectations will mean the customer has a satisfying experience and they will leave with a good feeling. Failure to meet expectations can result in the customer making complaints, leaving frustrated or angry, leaving poor ratings.

Level of authority

Always act within your level of authority. Never promise a customer a solution that is beyond your level of authority, or make decisions that you are not authorised to make. Check with your manager or refer the customer to the appropriate person if necessary.

Customer Expectations

An expectation is something you anticipate, believe or assume will happen or be the case

the relationship between customer service and business success

Business success in any cafe or restaurant will be the result of a combination of many factors, including good food and drinks, reasonable pricing, satisfying atmosphere and quality service. Ultimately, great quality service will leave customers wanting to return, provided the other factors mentioned are also to an acceptable standard.

Closed Questions

Closed questions usually have a yes or no answer, and do not encourage elaboration. Examples include "did you enjoy the meal"

collegial working relationships with others

Collegial working relationships mean a shared responsibility among all colleagues. Having a collegial workplace means that staff share the responsibility for delivering quality customer service, regardless of who is actually serving the customer.

role of communication in provision of quality customer service

Communication with the customer does not only involve the words we speak but also how we say them, our body language, and our general presentation. Tone of voice, posture, personal appearance, and grooming, facial expression, and gestures all contribute to the messages we send to our customers. In providing quality service we need to ensure our communication is clear, concise, relevant and appropriate.

Recognising potential conflict

Conflict can be avoided if you are aware of the potential signs and you become adept and interpreting body language.

Customer Feedback

Customer feedback can come in many forms. Feedback can be formal, such as a survey or feedback form, an official complaint, or a review on a rating on a feedback website or app. Feedback can be informal such as a comment to a staff member, a comment on social media or a large tip.

paper-based and electronic methods for recording customer inquiries

Customer inquiries should be recorded for future reference for planning purposes. Some businesses will use a paper based system, where inquiries are recorded on paper and then filed or forwarded to the appropriate person to be followed up. Inquiries can also be recorded electronically, it is useful to keep track of the inquires that are made to inform planning and decision making for the future of the business.

customers with special needs

Customers May rely on you to approach them to offer assistance. Your tone of voice and listening skills will be important. Until you greet them in a friendly and enthusiastic manner. Intellectually disabled customers to be treated with respect, avoid starting childish order meaning. They may require more time, or may need menu items to explain. Use good communication skills to clarify their needs and offer suggestions. Remain patient and keep a friendly smile to show the customer that they are valued.

sources of information that can be used when handling customer inquiries

Different sources of information can be used to respond to customer inquiries. It is important that you have good general knowledge of the establishment, including opening hours, location and menu items. If you need additional information you may need to consult internal sources of information such as standard operating procedures, policies etc. Sometimes you may need to refer to a manager, colleague or another department.

effective responses to a range of instances of customer dissatisfaction, problems and complaints

Effective responding to complaints or dissatisfaction can help ensure that the customer walks away from the business satisfied, despite the complaint occurring

Face-to-Face Communication

Face-to-face communication occurs everyday in a cafe or restaurant with customers and colleagues. Responding to customers in a polite, courteous and respectful manner is vital to ensure that their emotional needs are being met.

the value of feedback from staff and customers

Feedback is an essential component of any service business. It provides the business with a good gauge on how customers perceive their business. Feedback should always be welcomed and customers or staff providing feedback should be thanked for their time and effort.

techniques for approaching a customer

For many restaurants the first point for contact will be when they make a reservation. This may be over the phone, via a website or a booking app. It is essential that staff have good telephone etiquette and manners. IIf the customer is booking via a website it's important the site is easy to understand and bookings can be easily made.

How is work Organised and Undertaken

Front of house work should have clearly defined organisation and scheduling. If all staff follow the organisation of work, and the organisation is logical and clear then all work should be completed in a timely manner. For example; the staff on breakfast shift may have to reset the restaurant for the lunch period.. to save time and promote teamwork and efficiency If work is organised logically then customer expectations will be met, as all work will be complete and the customer will be able to enjoy timely and efficient service

Detailed knowledge of a range of products and services offered at a hospitality workplace

Good knowledge of the products and service offered by the business is essential. Staff with good product knowledge can answer customer questions, make suggestions and provide alternatives if required. Customers expect staff to be able to answer their questions promptly without needing to check with anyone else.

problem solving

Good problem solving means being able to clarify the problem, identify the main issue and determine the best course of action to resolve the situation Problem solving often requires staff to think of a solution that satisfies both the customer and the business. This ability to balance the needs of the customer and the needs of the business comes with experience and practice.

Questioning

If the nature of the customer's inquiry is not clear, using questioning techniques can help establish what information or advice the customer is actually seeking. e.g. if a customer asks if any products contain nuts, it may be helpful to ask what type of nuts to ensure you answer accurately.

reasons for customer dissatisfaction, problems and complaints

In any industry, complaints and dissatisfaction can occur if customers are not happy with the service or product provided. Although all businesses aim to minimise complaints they can be treated as an opportunity to improve. If approached in this way, a complaint can be seen as a method to improve products and service.

timing and designated responses times for service to workplace and industry standards;

In front-of-house role, timing and response times to customer requests require tenacity and multitasking Great customer service means being able to tend to the needs of all customers in your area of the care of restaurant Customers expect to have their order taken and processed in an efficient manner, and for food and beverages t be served within an acceptable time frame customers may be more forgiving if they are advised of a delay and an apology is given. Customers who are left waiting for long periods of time can get frustrated or angry at the perceived lack of service.

difficult and abusive customers

Is important to approach difficult customers professionally, using good communication skills. Try not to take the customers and personally they are usually responding to the problem or issue that has occurred. When dealing with an angry customer, try to stay calm and show the customer that you are listening, show empathy, apologize on behalf of the business and try to control your own feelings.

Importance of being clear, accurate and concise

It is important that all communication with customers is clear, accurate, concise, and courteous. Ensuring effective communication will make customers feel respected and that tangible and emotional needs are being met. If communication is unclear or they do not feel respected, they are unlikely to return to the establishment and will probably tell friends and family about their poor experience.

Electronic Communication

Methods of communication via digital methods such as fax, email, voicemail, or by computer Electronic communication is fast becoming the preferred method of contact for many customers

Formal and informal complaints

Most businesses require staff to record incidents, this will usually involve writing what happened, the people involved and the outcome. Colleagues may also discuss and incident informally or you may discuss and incident with your manager. Different methods of collecting feedback are emerging e.g. social media and rating websites, establishments can get informal feedback by checking social media sites and looking at reviews and feedback posted online.

Open Questions

Open questions are used to obtain more information. They usually begin with 'how', 'why', 'when' etc.

Customers with Different Service Requirements (families)

Parents with young children or babies will require additional space at the table for a pram or high chair, They may ask for baby food or milk to be heated up. They may need a children's menu or toys e.g. colouring in.

Why are Questions Important?

Questions may be used to probe customers. Once needs are established, questioning techniques may also be used to provide clarity and conform customers requests and give the customer an opportunity for additional information.

developing rapport

Rapport is established throughout the customers visit. It is easier to develop rapport if staff are friendly, welcoming and make the customer feel important and valued. As service progresses and rapport builds, the customer is more likely to enjoy their experience. With experience and practice, developing rapport with customers becomes easier for staff service.

Internal Customers

Refers to people who work within the organisation e.g. colleagues, supervisors, managers, ect.

Reflective Questions

Reflective questions show that you have been actively listening and can help you determine the exact need of your customer for example; 'you mentioned earlier that you wanted to have dessert, shall i bring you the dessert menu?'

Summarising and clarifying

Repeating a summary of the customers questions back to them can demonstrate your understanding and help clarify that you have understood the nature of the inquiry. This can also help to ensure the accuracy of the information required.

effective response(s) to a range of customer inquiries common to hospitality within appropriate time frames

Responding to customer inquiries in a timely fashion is important. If you can provide the customer with an accurate answer straight away, the customer will have confidence in the business and feel satisfied with the exchange.

a range of customer inquiries common to the hospitality workplace

Responding to customer inquiries is part of any front-line position. If a customer is satisfied with the response and feels like their needs have been met is it more likely they will return to the business. Customers may inquire about a range of issues, they may call to find out opening hours, menu items, dietary requirements, bookings or reservations, parking etc.

Implement the solution within an acceptable time frame

Solutions should be implemented within an acceptable time frame, as promised to the customer. If possible the complaint should be resolved immediately. e.g. if the customer is receiving part of the mean free or complimentary drinks, ensure that this is recorded on the customer's bill immediately.

Customers with Special Needs

Some customers have additional needs that must be met in order for the customer to have a positive experience. All customers must be treated with dignity and respect, and the support they receive should be based on their individual needs not their disability. If in doubt ask the customer before making adjustments or providing additional help

seek assistance from others as necessary in order to meet the customer need, preference and/or expectation

Sometimes you may be required to seek assistance to help a customer if you do not have experience, skill or authority to deal with a particular situation You should explain to your colleague or manager what the situation is so the customer does not need to reiterate their request.

its use in improving and enhancing service delivery

Staff can also provide invaluable feedback. Feedback can be between two staff members, being able to accept feedback from colleagues and make improvements within your own work is a sign of a mature and conscientious worker. By valuing all forms of feedback and taking steps to improve, staff will improve their own practices, and both the customer and the business will benefit

using / adopting a teamwork approach

Teamwork mens working towards achieving a common goal. In a food and beverage establishment the common goal is customer satisfaction and business success. A teamwork approach means tasks are completed in a more efficient manner, all staff are aware of any changes to the menu or specials for the day, and staff help each other - even if the task is not in their job role.

Decision making

The ability to make decisions develops with experience. Initially you may need to consult your manager or a colleague for the best course of action when handling a complaint. As you come across more situations decisions will be easier

Agree on a solution

The customer should be part of this process. the customer has to also accept the solution and be satisfied with the outcome, or a win-win scenario will not be achieved. Let the customer know what the proposed solution is, and check if they are satisfied with this.

Standards of Customer Service

The owner and manager of a food and beverage outlet must set minimum standards for all staff to adhere to. These standards are designed to ensure the customers experience is a positive one Great customer service can only be achieved if staff 'by into' the standards that have been set.

Observations and recognition of non-verbal cues

These can add meaning to what the customer is saying or how they really feel. Observation of these cues can help you provide better customer service. This shows the customer that the staff member can sense their annoyance at the inconvenience and genuinely cares

Customers with diverse backgrounds

Understanding different cultures can help you show respect and courtesy and can help you cater to customers' varying needs. Food and beverage staff will encounter cultural aspects and issues on a regular basis. It is vital for staff to be familiar with the eating and drinking customs of people from different cultural backgrounds. Having cultural awareness can help provide better service to customers. Recognising cultural differences and diversities can help build a tolerant and accepting workplace

problem and complaints-handling policy and procedures

Whatever the complaint all staff should follow the procedure set out by the business for dealing with customer complaints. This will ensure that no steps are missed and that a customer focused approach is used.

Problem Solving

When conflict does occur, it is important that it is resolved quickly and professionally. Conflict management involves finding a resolution that satisfies all parties.

eek assistance and/or refer customer to other appropriate personnel for issues that cannot be resolved effectively

When customers are referred to colleagues or a manager they may sometimes become frustrated, particularly if they feel their problem is not being solved. When referring a customer to a colleague; - do everything you can to avoid the customer having to repeat their story - Make sure the colleague or supervisor is made aware of the emotional state of the customer - Before referring, make sure that you understand the customer's situation and what they want

dealing with problems and/or delays in the delivery of products and/or services

When dealing with issues or delays it is important to let the customer know and to explain the reason for the delay. Apologise on behalf of the business, and if possible offer the customer an alternative For example, if their table is not ready, offer to seat them at the bar area and provide a complimentary drink.

Conflict resolutions

When handling complaints and dealing with conflict, staff should always aim for a 'win-win' outcome. This means that both parties have worked towards a satisfactory outcome. However not every customer will walk away from the business satisfied with the outcome.

refer to appropriate person where unable to meet the customer need, preference and/or expectation

When staff seek opportunities to deliver an additional level of service, customer expectations consider the following questions; have I considered all the customers needs? What will the customer want next? How can I provide better service? refer to appropriate person where unable to meet the customer need, preference and/or expectation

Written Communication

Written communication is common and will include telephone messages or reservation emails, food and beverage orders, and varied customer requests. Written communications must be legible, concise, accurate and phrases with the appropriate level of formality.

Verbal Communication

You will need to communicate when greeting customers, taking orders, explaining menu items, answering questions and farewelling customers. Always use appropriate and polite language with guests.

New Customers

are those that have not previously been to the organisation before

Repeat Customers

are those that have previously purchased products or services. These are important to an organisation, as it means the customer appreciated the level of service and quality of their products.

External Customers

are those that receive a product or service from the organisation and pay for it, it may include visitors to the business for example, produce suppliers or equipment suppliers, service providers, and maintenance providers

Telephone Communication

communicating over the telephone can be more difficult, particularly if the customer does not speak english well Follow the business policy for answering telephones; say 'good morning/good afternoon' identify the business identify yourself offer assistance 'how may i help you'

Verbal or written Complaints

complaints, issues or dissatisfaction can be verbally reported to your manner, to other colleagues or during a staff meeting or debriefing. More Serious complaints and dissatisfaction should be recorded in writing, according to business policy, within given time frames.

Customers with Different Service Requirements (dietary requirements)

customers may have a range of dietary requirements. These might reflect a preference or choice, religious requirements or medical requirement. A good establishment will try to accomodate any reasonable request for dietary change to the advertised menu.

Customers with Different Service Requirements (assistance animals)

customers with assistance animals such as guide dogs will need to be catered for. A harness dog is legally allowed to enter all public places, including restaurants and cafes. Talk to the person not the guide dog.

Examples of Conflict Resolutions

e.g. a group orders entrees, dinner, dessert and drinks, they complain dessert took a long time to arrive, they want the cost of the entire meal to be waived. A solution is that the restaurant provide the desserts for free but would still expect payment for all other menu items.

Example of Collegial working Relationships

if the kitchen hand does their job efficiently and correctly, the chef will have clean utensils and equipment to use. This in turn means the wait staff will be able to serve food and beverages in a timely fashion.

Negotiating

negotiating with customers is essential. negotiation often takes place when resolving a complaint and deciding what action should be taken.

Customers with Different Service Requirements (wheelchairs)

people in wheelchairs will require clear access to tables and access to facilities such as toilets. A chair should be removed from the table if requested or wheelchair stored somewhere.

factors can create conflict

poor customer service Variation in colleagues work practices or methods cultural misunderstandings poor communication

Customers with Different Service Requirements (time)

some customers will only be able to stay at the restaurant or cafe for a limited amount of time. For example, a customer attending a show after dinner will need to complete their meal by a certain time.

Customers with Different Service Requirements (Elderly)

the elderly may require access to tables. menu adjustments such as smaller serving or softer food, or explanation of food they aren't familiar with.

Potential conflict can be recognised by;

using active listening observing body language

the importance of recording and/or reporting instances of customer dissatisfaction, problems and complaints

work more efficiently, demonstrate the cost and impact to the business of complaints, establish consistency and improve quality, review products and service offered.

workplace policy and procedures for directing customers to more experienced staff

workplaces will have set policies and procedures for dealing with customer complaints and any issues that arise. Some workplace policies will direct staff to refer all customer complaints to the manager on duty. Other policies involved the staff member so tempting to solve the problem themselves before referring to a manager or supervisor. ensure that you know the policy of your workplace.