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Check out the following slide presentation that you can use for your customer experience/service training. Many concepts such as customer service, complaint handling, teamwork and upselling are dealt with. You are most welcome to save the powerpoint presentation and use it for your training sessions. Take a couple of points/concepts at a time and work through them.
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Improving the Customer Experience
The key rival (competition) is not the restaurant across the
road, it is the customer
Customer, the person who makes all our jobs possible
Why must a customer choose you?
You place a smile on a kid’s face, automatically you place a
smile on a parent’s face
Dissatisfied customers don’t come back and they each tell
10 people (social media obviously much more) about
their bad experience
What you say and do determines whether the customer is
happy or not
Service is only as good as what the customer thinks it is
To sell, is to serve
Good service can save a bad meal, but a good meal
cannot save bad service
Loyalty is royalty
Good service means never having to ask for anything
Sing the following to “Oh when the saints come marching in”:1) I am going to smile2) Choose my attitude
3) I am going to keep those dam drinks full4) I am going to clear as I go
5) Anticipate my customer’s needs
Smile
• Customers feel welcome• Shows it is a pleasure to serve•Openness, you have nothing to hide•Demonstrates open body language
Choose my Attitude
•Wake up negative•Negative attitude• Bad day
•Wake up positive• Positive attitude•Great day
Keep those dam drinks full
• Extra sales• Shows the customer you
care• Extra tips• On top of your game
Clear as you go
• Remove something from the table with each visit• Always take something into the kitchen• Cleanliness is G-dliness
Anticipate your customer’s needs
• Read your customers• Upsell• Increase sales per head• Customers feels you care• Shows waiter is professional• Increase your tips
Essential Upselling Skills
• Know your product• Positive communication• Anticipate your customer’s needs• Speak confidently• Ask for the sale
Every customer
leaves happy
Treat your customers the way you would treat your friends
To Serve Is To Sell
• You don’t buy glasses, you buy vision• You don’t buy circus tickets, you buy thrills• You don’t buy newspapers, you buy the news• You don’t buy coal, you buy the heat• You don’t buy dinner, you buy the experience
Great service in 6 steps
•Pay attention!•Listen!•Execute!•Ask!•Serve!•Exceed!
The telephone is usually the first point of contact for the customer with your restaurant
Smile when you answer the phone
First Impressions can either make or break you
Much more expensive to lose a customer, than to gain a customer
The happier a customer is, the more they will spend
You are only as good as your
last mistake
To increase sales, you have to increase the customer’s experience
Bad service happens by itself, good service has to be managed
Are your moments of truth always
positive?
Reward your customers,Reward your restaurant
The customer is the one who pays your salary
Excellent customer service – Loyal customers
Average customer service – No reason for customer to be loyal
Poor customer service – Lost customers
To the customer, you are the business
Your customer doesn’t care how much you know, until they know how much you care
As the waiter, you are the final point of control
If you don’t take care of your customers, someone else will
Always do more than what is required
How we communicate:
• _____________ ____________%
• _____________ ____________%
• _____________ ____________%
Body language
Tone of Voice
Spoken Word 7
38
55
“It is not what she said,
but how she said it!”
All work is teamwork
TogetherEveryone AchievesMore
Team work, makes the dream work
If you can’t win, make the
person in front of you
break the record
If you have time to lean, you have time to clean
The customer rates hygiene above service
Erase the words “I can’t” from your vocab
Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong
Always 2 things to take care of in a complaint:
• Emotions (always this first)• Actual problem
•Believe•Listen•Apologise•Satisfy•Thank
Complaints
The customer is always right. Even if they are wrong, they are right to be wrong
“Business goes where it’s invited, Business stays where it is well treated,
And business grows where it is cultivated”
Remember –You can make the difference!!!!
For further information please contact
Larry HodesThe Restaurant Code
(Tel) +27 11 264-0881/2(Mobile) +27 82 805-1573Twitter: @restaurantcode1
For all your hospitality consulting and training
