Customer Care

3

Don’t….

… talk to another member of staff and ignore the customer.
… interrupt conversations – wait until they finish.
… chew gum.
… talk across the room to either customers or other staff.
… smoke until you are given a break and then only smoke in designated areas.
… take valuables to work

Do…

… greet the guests warmly with “Good Morning” or “Good Evening”, etc.
… be polite, courteous and helpful to all customers.
… switch off your mobile phone and leave it in your bag.
… take mints/breath freshener if you smoke and remember to wash your hands.
… walk the room to see if you can be of assistance elsewhere, if you have finished your current task
… wait until a break or after work to chat with friends.

Spillages

Apologise sincerely to your guest if you accidentally spill anything. Get a clean damp cloth to try to get the stain out, if they go to the bathroom ensure that their meal is kept warm.  Inform your supervisor of any incidents of this nature.

Alcohol Over Consumption

If a guest has over indulged and they request more, take the order. Then speak to the manager before serving them. If they become abusive or violent in any way get the manager straight away. Try to stay calm and remain polite at all times. You should always tell the manager of such an occurrence as further complaints etc may occur.

Handling Complaints

  • Always keep guests informed of any delays with their meal as this will minimise complaints. Most complaints stem from guests being misinformed or ignored.
  • Try to solve any complaints yourself: express regret, listen and don’t interrupt.
  • Keep the guest informed. If the guest feels that you are dealing with the complaint then they will stay calmer for longer.
  • Always tell the manager, even if you were able to solve the problem yourself, as this prevents a re-occurrence of the same problem.
  • Never offer something which you cannot be sure you can supply! For example, do not give out free drinks unless you are authorised to do so by a manager.

Remember

All Guests are VIP’S! ‘The customer is always right’. Guests can be wrong but don’t let them feel that they are. Be proactive and attentive to guests’ needs at all times.

Always be polite and treat customers and guests with respect, use your initiative and remember that a smile goes a long way. ☺

Quiz - Customer Care

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Contact us

Contact Clare Edwards for Availability & Bookings Contact Iona Hopkins for Timesheets & Payroll 

Please remember in the case of an emergency or if you have questions out of office hours our mobile no is 07970 817061 (24hr). 

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