How do I make happy a customer after I already made him angry... ?
Where can I find more information about our food and company... ?
How can I manage the guest experience better...?
What is the most important part of guests meal... ?
What are the server's job guidelines... ?
When is Service... ?
How do I make happy a customer after I already made him angry .. ?
When you are confronted by an unhappy, frustrated, or even irate customer, it is critical that you maintain your composure and professionalism, and keep the customer calm. To do this, remember these steps toward solving customer service problems:
Stay Calm. Although it is sometimes difficult, it is vital that you do not take customers’ comments personally and that you remain calm. This will help you stay in control of the situation, and will most likely keep the customer calm.
Do not get defensive. When we think that others are attacking us, we normally feel threatened and seek to defend ourselves. We do this by blaming the customer, asserting that we are not at fault, making excuses, or blaming other employees or policies for the problem. As long as you are being defensive, you cannot work toward a solution.
Deal with customer anger on a professional level.
When customers complain, be careful to avoid negative behaviors and reactions:
Do not ignore a dissatisfied guest. The problem will not vanish; the customer’s business will. Do not hide behind a job description. Do whatever you can to help the customer, or refer the customer to the employee who can help.
Never blame the customer. This will only fuel customers’ anger and their negative impression. Do not say, Oh, there are six in your party? But you only made a reservation for four.” Assume the blame yourself. “Oh, there are six of you? We have four in our book. I’m very sorry. It’s our mistake. We’ll have a larger table ready for you in just a moment.”
Resist the temptation to prove that you are right, since this amounts to proving the customer wrong. Winning “points” is not important; keeping the customer is. Do not tell a customer, “Your hamburger IS medium.” Simply say, “I’m sorry this is too well done. We’ll be happy to make you another.”·
Do not blame other employees or hide behind policies and rules. Customers seldom care who is at fault; they just want it fixed. Passing the buck sounds as if you are avoiding responsibility. (There are a few exceptions to this rule. For example, when dealing with an intoxicated guest, the situation may be defused by blaming company policy or the law when cutting off service of alcohol.)
Listen carefully. Take the time to hear what the customer is saying. Allow the customer to vent some anger, and do not interrupt or “tune out” the customer. Active listening means hearing the customer and then asking for more information. Encourage the customer to explain the situation fully, nod when appropriate, maintain eye contact, and restate important information in your own words, to show the customer that you’ve heard and understood everything he or she has said.
Empathize. Try to see the situation from the customer’s point of view. Let the customer know that you are on the same side, battling the problem and not each other.
Accept responsibility for the problem and apologize sincerely. It is always preferable to say, simply, “I’m very sorry this happened. I apologize for your inconvenience” than to worry about which excuses to offer.
Work with the customer to find a solution. A dissatisfied customer whose problem is solved promptly can become a loyal repeat-visitor. After you’ve listened carefully to the customers’ explanation of the situation and apologized, offer the customer options. This does two important things:
a) It turns the customer’s focus from emotional venting and onto a more detached, rational state of mind; and
b) it encourages the customer to help you determine a workable solution. At the same time you have treated the customer with respect and allowed him or her to feel some sense of control over the situation. This will go a long way to winning back the customer’s goodwill.
Follow up. If possible, check back with the customer or another employee to be sure that the situation has been handled satisfactorily. It is important to notify your manager of all complaints, even if you can handle them yourself. This helps the manager to find the cause of frequent problems and take corrective action. The manager also can personally speak to the customer to apologize and ensure that the problem was handled satisfactorily.
Where can I find more information about our food and company... ?
Ask, Ask, Ask.... Read, Read, Read....
Knowing Your Products Everyone who works in your operation should know something about the menu. Taste the food and ask your manager questions, so you are aware of the products your company sells. How much you need to know depends on your job. Cooks should know a great deal about the menu, including how to follow each recipe to the letter. Servers should know how to describe food and beverages.
Which employee will make the quest look forward to dining?
Hungry quest: “How’s the grilled chicken?” Untrained Employee: “People like it. It’s, you know, chicken with some sauce, I think.” Informed and Confident employee: “Our chicken is excellent. It’s roasted, very low in fat, and served with fresh lemon and fresh herbed sauce.
Knowing Your Job
Know specific job duties, so you can feel confident and competent fulfilling them. Can you operate the equipment correctly, fill out forms, work the register, and perform service and clean up procedures? Don’t hesitate to ask your manager or co-workers the questions you have about your job.
Serving Food
In order to give your customers good value for their money, the food you serve should be:
High Quality - Handled and cooked properly - Attractively presented on the plate or packaged correctly - Served at the correct temperature - Served by a happy employee
Managing the Guest Experience
The 10 Touch Points of Great Hospitality:
What are the touch points? Those moments in time where you have an opportunity to touch the guest in real emotional or practical ways that will ensure that you exceed their expectations and guarantee their return. The touch points also act as checkpoints for technical service as steps to proactively avoid problematic situations. It is important to view the touch points as a relay race where each member of the team passes a baton to the next member. At each passing of the baton you need to effectively communicate to your teammate the needs and wants or specifications about the guest and how to handle them.
*Remember to pass the baton not the buck!
The 10 Touch Points of Great Hospitality
1. The initial phone contact
2. The warm welcome at the door
3. The approach to the table by the host
4. Greeting by the server
5. Taking the order
6. Delivery of food
7. Checking back
8. Clearing
9. Presentation of the check
10. The fond farewell
Communication
It’s all about eye contact. Use eye contact to establish a rapport with the table.
• Setting the Mood with the guest starts communication off on the right foot
• Start by being warm and prompt in your approach
• Be consistent in your approach-always
• The minute your mood or temperament change for the worse, so will the guests
• You need to be consistently warm and prompt at all times
• Establish who the host is and ensure you
• Give the proper “focus” to him/her
• Engage the guest in a lively discourse about whatever discussion you are having
• Use your wit, charm and intelligence and maintain eye contact
• Do not leave questions hanging in the air i.e.
• Would you like a drink before dinner or…?
• Would you like to be seated or …?
• Or do not avoid questions entirely i.e.
• Welcome…?
• Give the guest specific options
• Above all, be sincere
• Always show your engagement
• Avoid being a flight attendant
• Vocal inflection almost pretending that you never heard this before
• Really I am sooo happy you enjoyed our………!
• Have a great weekend!
• Wow thanks for coming!
• Do not simply say enjoy
• Warmth and intelligence go a long, long way
• Avoid sarcastic humor it can be mis-interpreted
Sales
Sales is a great form of hospitality
• Knowing the product
• Training
• The power of suggestion
• Being aggressive with sales without being pushy or a "
car salesman"
• Not stopping until the guest gives you a yes or you have exhausted all possibilities and have still gotten a no
• Using the wine by the glass, beers, spirits, etc. to your advantage
• Matching wines on the menu
• Talking cost on wine sales
• Tactfulness
Advising guests and managing what might seem to be “unfortunate requests”
The guest may not always be right
But they get the benefit of the doubt in every situation, every time; with nothing less than total hospitality
Suggest rather than teach
Do not be afraid to disagree with their opinions but ensure they know you are willing to take care of their every need
Anything less will be viewed as ambivalence on you part
It should not matter that they want their bottle of 1985 Haut Byron on ice—it is up to us to provide a feeling of total acceptance for their wishes & total desire to make them happy
Be absolutely clear and absolutely direct. Say what you mean and mean what you say.
Sincerity means a great deal more to the guest than “play acting”
Effective Problem Solving
Throughout the course of service problems will arise, it is inevitable. It is the manner in which we deal with them that separates us from our competition. There are no problems there are only incredible opportunities for great hospitality. Here are a few guidelines to help you solve problems during service:
AAA-Acknowledge-Apologize-Act
There are actually six steps within AAA that will help you deal with angry guests:
1. Be attentive
• Carefully listen to the guest’s complaint
2. Be an active listener
• Give the responses which show you are truly listening to the guest
3. Show that you care
• As questions designed to get at the root of the problem. Show concern
4. Create a viable dialogue
• Ask questions that require the guest’s participation in solving the problem; suggest several approaches that might allay his/her concerns
5. Show compassion/empathy
• Be prepared to apologize for the mistakes that you might not be responsible for. Use sympathetic phrases such as “you have every right to be upset”
6. Produce Results
• The preceding steps are designed to calm the guest. Now is the time for action – solve the problem
• Do not just throw food at guests to solve problems – be creative!!!
• Act very often means getting a manager immediately
• Guests are often appeased just by the fact that someone else in a position of authority comes over to help them
Proactive Problem Prevention
The best way too solve a problem is to nip in the bud before it begins.
Stopping the clock:-i.e.
• Checking in with a guest before they complain about how long they are waiting
• Ask for help before you actually need it, this will keep you fresh and energetic for those difficult moments
• Strong prioritization will keep you from creating problems on your own
• Using/Asking for help from the managers effectively
• The managers will do whatever you feel is necessary to effectively give you a hand
• It is up to you to prioritize your needs effectively
• Keep your eyes open in the station – be aware when a manager or host enters your station. They may need you or you them. Direct the manager (and your team) with your eyes
• Pick 3 things you may need a manager to do and let them help you delegate
• Communicate simply and clearly don’t go into extraordinary detail. Simply say what you need. The most effective communication is simple. Clear and concise. Keep it short. K.I.S.S.
• The best things a manager can help with are:
• Greeting the table and therefore setting the tone for the evening
• Taking a wine order/opening the wine
• Presenting a check/processing a credit card/the ending conversation
LETTING A MANAGER DEAL WITH A PROBLEM
EG: the loud guest. “Bet you a round of beers you can’t whisper for 30 minutes”
The Art of the Giveaway
• Comps are part of our marketing effort so use them effectively and prudently
• We do not need to “buy” our guests
• Creating a rave with a “lagniappe”
• Adding to the experience not deducting from the bill
• Using the WBG, Dessert Wine and Cocktail Menus more effectively
• Splitting tastes of wine
• A gift of a house cocktail will not only be appreciated as a gesture it will spur future
sales of the drink
• When to use and not use the extra dessert
• When dealing with full comps;
Additional Hospitality Notes
Remember Special Requests affect the kitchen
Dealing with Soignes
Work the room equally. Do not let a soigné monopolize your time. Staying too long at one table will make other tables feel jealous or piss them off. It can also cause tables to feel antsy or make them feel as if they are waiting too long
Ask for help if needed
Corkage charges
Dealing with money
Putting down the check when a table is needed
Picking up the check
Taking cost on the wines
CHECKING BACK
The most important part of the meal is asking if the guest is enjoying their meal. If you fail to do this, you have failed as a server.
AVOID: "How's everything?" "Is everything O.K.?" "Any problems here?"
When asking about the meals, make eye contact with the guest and be sure to get an answer. Be sensitive to others who may have a problem. If you have recommended a particular item to someone, you should ask if they are enjoying the recommendation. When the guest has answered, bid the table a pleasant meal and leave them to enjoy themselves.
Should a guest have a complaint, ask the guest about the problem. Graciously, pull the item from the table and ask the guest if he/she would like a new or different item. Tell your guest that:
"I will take care of this right away and be right back."
Under no circumstances should you argue with a customer. Never handle a situation alone. Go inform the M.O.D. immediately of the problem. It is extremely important that the M.O.D. be informed of any problems, big or small, as they happen, not after the guest leaves. The M.O.D. will always deal with any problem you may have on the floor. He/she will tell you where to proceed next.
The next step would be to return to the table and inform the guest of the anticipated wait, if any.
It may seem hard to handle, but the customer is always right.
We expect you to know whether or not your guests are happy and your service is good. Keep the M.O.D. informed!
JOB GUIDELINES
It is the server's responsibility to provide and maintain the proper service standards as outlined in both the Server and Bus person "Standards of Service".
One of the server's responsibilities is to know what is happening at the table at all times. You must be able to "read" a table.
The management is on the floor for three reasons:
Although it is hard to understand at times, remember, the guests is always right.
Do not use endearing words (love, sweetheart, honey, fog breath, etc.) for your guests.
Keep the service station and your station clean and neat. Clean as you go. When you drop something, pick it up immediately.
Be efficient. You should always be thinking ahead to your next move. Make sure all of your moves count. You should never make a trip empty-handed.
When you have a minute and your bus person is swamped, give them a hand. You are quite capable of clearing and setting tables.
Keep the noise and conversation to a low level when on the floor and in the service stations. Don't talk about guests, dates, ski trips, etc. where the guests can hear you. There is nothing worse than having a guest hear what you did last night.
Grin and bear it when confronted by an obnoxious or nasty guest. You will meet them and it is unpleasant, but that is part of the job. If you have someone that pushes you too far, let the manager handle it.
Always keep in mind that you are working with human beings. Human beings are much like pillows...they need fluffing from time to time. Tact should be used in dealing with all of your fellow employees. When you see someone making a mistake, help out and see that it is corrected, but do it gently.
Stay on the floor where you can serve the guest, not in the service station where you will just be in the way of your fellow employees.
"The Show Must Go On" even when you prefer to hang up the "Closed" sign for the day. Please try to leave your personal problems at home. Sometimes your shift is just the break you need to help solve your problems.
To help the flow of traffic, always walk to the right.
If at the end of the shift, you feel your bus person has done a good job, don't keep it a secret. Tell him or her! It is nice to be complimented. On the other hand, if you feel that their job was not up to standard, let the M.O.D. know.
Have you ever stopped to think about what “service” really means? What is it?
Can it be Defined?
We define service simply as “ the manner in which the customer is treated.” It’s a thing more often felt then seen. It’s a magic act, an illusion, a perceived value that accompanies an exchange of goods for money. It can be good, bad, or indifferent. The customer’s service expectations are based on the type of product we’ve chosen to offer, the price of the product, the environment in which the product is being offered, and most important the manner in which the product is delivered.
Where does “service” comes from? What’s the motivation for any employee to provide service to a customer? Forget honor, pride and warm feelings for now, that stuff comes later.
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