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Customer Service Introduction Back Of House New

Customer Service Introduction Back Of House New

Panashe
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Customer Service Introduction Back Of House New

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  1. CUSTOMER SERVICE INTRODUCTION BACK OF HOUSE

  2. Module Overview • Purpose • This course is designed to assist you better appreciate your customers and what they mean to your business. • It is designed to help you improve on ways in which you can make your customer happy thereby ensuring repeat business. • The course is also designed to equip you with the necessary knowledge to enable you to become the best Kitchen Chef

  3. OBJECTIVES • At the end of this module you will be able to understand the customer; • Communicate well when handling customer issues. • Handle difficult customers skillfuly. • Understand your role as back of house in providing good customer service for the customer. • Embrace the unwritten ethos of Customer Service every kitchen associate should follow • Satisfy customers and form lasting relationships

  4. WIIFM- What’s in it for me • Know how to communicate with your associates when handling customer issues. • Understand what the Customer expects when they patronise your business. • Know the unwritten ethos of customer service every kitchen chef/counter hand or griller should know. • Understand the role you play in providing an exceptional experience for the customer. • Promote Simbisa values of Exceptional Customer Service.

  5. Who Pays You?

  6. So What is Customer Service?

  7. Exceptional Customer Service? • Customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. • It’s the kind of service that makes a customer feel special, service that makes him or her want to come back and do more business with the company and recommending the company to other people.

  8. The Heart of Customer Service..

  9. Customer Service is about.. • Listening to customer feedback and taking action to resolve issues. • Putting priority on ‘quality’. • Temperance. • Being at your best with every customer. • Taking care of your customers like you would take care of your loved ones.

  10. Customer Service is about.. Listening to customer feedback and taking action to resolve issues When the Manager or the Cashier comes forward with a customer issue weather it's chicken that is underdone or not enough toppings on the pizza. It’s the duty of the Kitchen Chef, Counter Hand, Pizza Maker or Griller to listen to the customer feedback and take corrective action immediately. Putting priority on ‘quality’ It is your job as the kitchen chef to make sure that everything that leaves the kitchen or table is of the highest quality. At Simbisa, we do not compromise on quality. NEVER.

  11. Customer Service is about.. Temperance When you are working towards providing exceptional customer service, you need to manage your temper. No matter how upset or annoyed you get because the customer keeps changing their order, you can NEVER show it. Instead your demeanor should always project the impression, ‘I’m happy to serve you’. Being at your best with every customer A chef of principal and honour treats all his/her customers the same. Whether he/she knows them or nor, regardless of whether they have tipped or not.

  12. Taking care of your customers like you would take care of your loved ones • Would you ever sell your sister or your aunt salad that is no longer fresh or chips that are shriveled discoloured or burnt? If the answer is no then why sell such a product to our valued customer? • A kitchen chef should always take care of his/her customers the same way he/she would care for the loved ones.

  13. Customers are the Lifeblood of an Organisation "Without Customers we are nothing.." Unknown

  14. Do you always provide excellent service? What do customers expect?

  15. Customers always expect aTREAT!!!! Trust (ability to provide what was promised, dependably and accurately) Responsiveness(willingness to help customers promptly) Empathy(degree of caring and individual attention you show to customers) Assurance(knowledge and courtesy you show to customers, and ability to convey trust) Tangibles(physical facilities and equipments, and your own (and others’) appearance)

  16. The Role of Back of House in Customer Service

  17. The Role of Back of House in Customer Service •J Rykken successful restaurateur and business owner says there’s a secret most restaurant business owners do not know about their restaurant staff. •There are customer-experience superheroes in your back of house. It’s true: Back-of-house associates are key to creating a customer experience that keeps diners coming back. •Everything they do impacts everything your customers experience in the front of house and the friendliness of your people towards your customers and the quality of the food you serve, is vital to get customers to keep coming back.

  18. The Role of Back of House in Customer Service • Every associate therefore needs to have a positive attitude starting from the kitchen trickling down to the dining area. • It is therefore an excellent idea to train your kitchen chefs and grillers on customer service.

  19. How can the Chef/Griller provide good customer service? 1. Work as a team •Because there is no one star player on the ship, the whole team is dependent upon each other to win or everyone sinks together. •We must therefore learn to put our differences aside and focus on creating a true team covering for each other’s gaps and not exposing them because if there is no teamwork in the kitchen, it’s the customer that feels the pinch.

  20. How can the Chef/Griller provide good customer service? 2. Follow the unspoken rules of the kitchen This is the unwritten code, the ethos of the kitchen. a) Show up early to work and be at your workstation early, ready to work. b) You arrive to work in a presentable fashion ie. Showered, shaved, brushed, combed and in a clean uniform. Last night’s entertainment is not discernible.

  21. How can the Chef/ Griller provide good customer service? c) Have a genuine enthusiasm for preparing good food, providing great customer service. d) Always be willing to learn new things regardless of how much you already think you know. e) Have a ‘sense of urgency’ if you don’t know what that means then learn fast or get out. f) Maintain a good attitude at work and learn to find satisfaction in doing good work.

  22. How can the Chef/ Griller provide good customer service? g) Be coachable and do not get defensive when criticized. h) Do not dwell upon or allow the feelings of a mishap to distract you. Instead, learn to keep your mental focus in the game and move on. i) Follow the SOP the correct way as per the brand’s preference not your own. j) Do not complain especially about those things which cannot be controlled such as customer requests/ returns, the restaurant’s hours of operation, having to work weekends/ holidays.

  23. How can the Chef/ Griller provide good customer service? k) Show respect for your co- associates this includes everyone even the complex associates. l) You need to understand the importance of a fully staffed crew and do not call in sick so you can go to a concert or a party. You need to consistently show up for work. If you are sick be prepared to provide a doctor’s note to prove it ( Many have violated the other associates of the Friday pm shift by calling in sick to go to a concert/band).

  24. How can the Chef/ Griller provide good customer service? m) If you have a mild cold, or a headache or a hangover, you are not sick, show up for work. n) Always rotate products properly practicing FIFO. o) Be fast and not sloppy make sure your station is clean and organized even when its busy. p) Do not bring your personal drama to work with you. You take control of and are responsible for your emotional wake. q) Always treat equipment with respect, as if you paid for it yourself.

  25. How can the Chef/ Griller provide good customer service? r) Mentor new co-associates as you would have liked to be mentored/ taught not necessarily how you were taught.

  26. Remember.. Religiously following the above mentioned customer service ethics will definitely go a long way in making our customers happy and giving them a reason to come back and do more business with us.

  27. Food for Thought..

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