Page 25 - EmpHandbook

HOSPITALITY SERVICES

CUSTOMER SERVICE

A customer is the most important visitor on our
premises. They are not dependant on us–we are
dependant on them!”

Customer Satisfaction is a fundamental goal of Hospitality
Services, setting us apart from our competition in London. While
we always strive to offer our customers quality product and
competitive pricing, the one area of our industry over which we
have the greatest control is Customer Service.

We want and need our customers to be happy and to keep
coming back. We must form partnerships with our customers.
It is every member of our team, particularly you who are at the
front of the line, dealing with each customer directly, who has
the ability to send each patron away with the feeling that they’ve
experienced superior service.

When you can’t control what’s happening, challenge yourself to
control the way you respond to what’s happening. That’s where
your power is!

GIVE ’EM THE PICKLE

Find out what your customers’ pickles are... what they want,
or what they did not know they wanted but loved, or what they
come back for. Give it to them every time–this is their PICKLE.

VITAL VERBALS Thank You are still
Please and
POOR PERCEPTION POSITIVE PERCEPTION magic words.

“I don’t know” “Let me find out for you”
“I’m new here” “Although I’m new, I’ll get someone to help you”.
“I just got here” “How may I help you”
“I’m not sure I can help you” “If I can’t help you, I know who can”
“We don’t have it” “Sorry, we don’t have that item although I’ll pass
your request on to my Supervisor”
“There’s nothing I can do.” “Our policy is designed to keep your food costs as low
as possible”
“It’s company policy” “May I suggest you speak to ____ who can explain
more fully”
“I don’t have anything to do “Here is what I will do/who I will contact to resolve
with the problem” your problem”
“I’m on break” “How can I help you?”

Rule of thumb... NEVER SAY “NO”, without offering an alternative!”

PROFESSIONAL STANDARDS (24) EMPLOYEE HANDBOOK