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CUSTOMER SATISFACTION AND YOU
Tips for back-of-house employees to increase service satisfaction.
"If you smile, they will smile."
Topic Overview
Company policy: customer comes first Take blame, take credit, and take nothing
too personally Positive attitude and positive speaking
for overall customer satisfaction. Positive attitude in back-of-house makes for
a positive attitude in front-of-house.
"If you smile, they will smile."
Definition: n. assistance and other resources that a company provides to the people who buy or use its products or services.
Customer Service
"If you smile, they will smile."
1. Appearance2. Attitude
3. Friendliness
Company Goals
To provide a quality dining experience for everyone that walks through our doors.
To provide a positive, fun, and productive work environment for all employees.
To ensure customer satisfaction with positive answers to questions and concerns.
"If you smile, they will smile."
Customer Comes First
“It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.” “It’s my fault.”
Learn puppetry Do not take things personally Do not allow emotions to control
the conversation Memorize awkward phrases
“It’s my fault” “Let me re-make this meal
immediately”
"If you smile, they will smile."
Examples in the Movies
http://www.youtube.com/watch?v=LgkvIbsJrD0
http://www.youtube.com/watch?v=3OUN719sY4c
"If you smile, they will smile."
Goldie Hawn (1945-)
“I have witnessed the softening of the hardest of hearts by a simple smile.”
"If you smile, they will smile."
Word Choice
“This is how you ordered it”
“You should have taken the meal when it was ready.”
“Oh, I’m sorry how would you like this remade?”
“I will let you know when it is ready to be served.”
Negative Positive
"If you smile, they will smile."
“Ability is what you’re capable of doing. Motivation determines what you do.
Attitude determines how well you do it.”Lou Holtz
"If you smile, they will smile."
Positive Back-of-House Attitude
Positive Front-of-House Attitude
Positive Experience for Customer
Positive Feedback and Good Rapport
"If you smile, they will smile."
"If you smile, they will smile."