Customer service resource

quicklearnsmarter hospitality

www.quicklearn.com.au1300 259 626

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CUSTOMER SERVICE

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Customer service is a venue’s ability to supply the NEEDS and WANTS of their customers.

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The NEEDS of Customers:

To eat, drink, sleep.

To be entertained.

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Your service offering:

• Quality of service

• Pleasant atmosphere

• Speed of service

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Customers need to feel...

WELCOME UNDERSTOOD VALUED

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QualitySpeedResponsivenessCommunicationConsistency

YOUR guests are looking for:

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Guests are in your venue to buy things and spend their money.

And this pays your wages and keeps you employed.

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3 main faults in Hospitality industry...

1. LACK OF SERVICE 2. BAD ATTITUDE3. DON'T CARE ATTITUDE

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Other faults include...

• TAKE IT OR LEAVE IT• APATHY• BRUSH OFF• CONDESCENDING• ARGUING

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Reports of poor service can quickly end up on social media sites such as Facebook, Twitter, Urbanspoon etc.

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Why do hospitality venues lose customers?

INDIFFERENCE is given as the main

reason!

Where is everyone?

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Prices : SAME

Menus : SAME

Equipment : SAME

Beverages : SAME

Systems : SAME

Processes : SAME

Service is the DIFFERENCE!

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Doing it BETTER than your competitors

“CONSISTENTLY ”

Your Competitive Advantage:

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Means being... EFFECTIVE

and EFFICIENT

WORKING SMARTER

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EFFECTIVE – “Do the right things”PrioritiseProper order of doing tasks

EFFICIENT – “Do things right”No doubling upDo it right the first time

WORKING SMARTER

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Focus on completing TASKS.

Focus on what HAS to be done rather than what is “nice” to be done.

Work as efficiently as you can.

WORKING SMARTER

Great service is a combination of...

• ATTITUDE• SKILLS• KNOWLEDGE

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quicklearnsmarter hospitality

www.quicklearn.com.au1300 259 626

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SMILEGreet customers with a smile.

Smile often.

Make sure it is sincere!

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PERCEPTIONCustomers see the “real” you through your body language and the tone of your voice.

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PERCEPTIONYour customer’s opinion of you and your venue is made up in the first 30 to 45 seconds.

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Dress Code.Avoid wearing ill fitting clothing with marks, stains, overhangs and scuffed shoes.

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ACTIVE LISTENING.• Make eye contact• Show interest• Ask questions• Pay attention to customers

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OPEN QUESTIONS

Help to engage customers in

conversation.

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OPEN Question...

“How has your day been so far?”

Requires an extended response from the guest.

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CLOSED QUESTIONSRequire a YES or NO answer.Gets to the point.Does not engage the guest.Eg. Would you like a coffee?

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AVOID discussing politics or religion or other sensitive issues which may potentially cause offence to your guests.

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Personal SpaceIt is accepted in Australia that you should not get any closer than arms length from a guest.

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Be PROACTIVE!

DON’T wait for the customer to come to you. You set the agenda when it comes to service.

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Look around you…Does a customer have a near empty glass? Are the menus closed indicating they are ready to order? Is someone trying to catch your eye for the final bill?

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If you are busy when guests walk in to the venue?

Make eye contact and smile Greet them with a wave or signal Acknowledge you’ll be with them

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Customers are at your venue to “spend” money.

Pay attention to all their needs.

They will come back if they are looked after properly.

HAPPY CUSTOMER!

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Service is THE most important thing your business has to offer.

Great customer service needs to be consistent.

Strive to please your customers at ALL times by ALL the staff.

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Ambience : Great Cutlery : Great

Furnishings : Great Food : Great

Bad service : Customer’s experience will be average at

best.

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A great entrée can’t save a bad server.

A great server can save a bad

meal.

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SELLING is a vital part of Customer Service.

This increases turnover and helps keep you in a job.

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The quickest and easiest way to increase revenue is to SELL something.

You are ALL salespeople.

quicklearnsmarter hospitality

www.quicklearn.com.au1300 259 626

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It’s not just the meal or drinks you

are selling.

You are selling yourself!

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Know your products.Know your customers needs.Know how to approach them.Offer the product to them.

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Suggesting something to a customer they may not have thought of buying.

SUGGESTIVE SELLING

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EXAMPLE OF AN APPROACH:

Would you care for some dips

before the main course?

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UPSELLINGGetting the customer to purchase a higher priced item – such as LARGE salad, EXTRA fries, BOTTLE of wine.

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UPSELLING EXAMPLE:

Normal coffee = $4

A more expensive liqueur coffee = $10

+$6 difference in sales.

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Would you care for another coffee?

I can get you another glass of red.

Garlic bread to share would be a great starter.

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Each sale, big or small, adds value to the business.

Sales add up over the months.

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Returning customers are the lifeblood of the business.

They are loyal and tell others about the positives through “word of mouth”.

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Great service must be given to regular AND non–regularcustomers. You have NO idea who the latter may be!

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Service needs to be STANDARDISED.

ALL the staff in the venue need to provide the same high standards.

At ALL times.

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Quality service is CONSISTENT.

Must be provided at ALL times.

Not when it suits staff OR on certain days!

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It is much more expensive to find new customers than it is to keep existing ones.

$$$$

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WORD OF MOUTH

Is the cheapest and most effective form of marketing for your business.

Costs $0.

Rewards are high.

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Unsatisfied customers are likely to share a negative experience with 10 other people who will possibly tell another 10.

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The most important first step in our industry is to create a feeling of trust and credibility with our guests.

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Being hospitable is the act or practice of receiving

strangers or guests in a friendly and generous way.

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A lot of our industry looks at the BIG picture.

With service, it’s the SMALL things that really count and make the difference.

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Guests in your venue, should be treated the same way as if you had invited them to your OWN HOME. The interactions you have with them from greeting to farewell are IDENTICAL!

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Great customer

service in a nutshell!

4 steps!

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Deliver the product or service you SAID you would.

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Deliver them in the WAY you said you would.

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Deliver them in the

TIME you said you

would.

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AND...be NICE

when you do it!