Interact with customers Flashcards
Importance of customers
-Customers play a great part of the hospitality establishment, as without them, a business could not operate with a profit.
Types of customers
Customers:
-Also referred to as guests, are individuals whom hospitality staff interact with and serve
Internal:
People within your organisation, like your colleagues, whom you interact with regularly
External:
People who you interact with outside of your organsiation such as suppliers or whs inspectors.
New customers:
Those who are visting the business for the very first time
Customers with special needs and implications for customer service
- Customers need to be treated with respect, and the support they receive should be based on their individual needs
- Important not to assume that all guests with a disability want special attention, or that all disabilities require the same kind of support.
If in doubt, ask the customer before adjusting or providing additional help.
A range of customers with different service requirements
Families:
Acommodate to their needs by providing additional space on the table for a pram or a high chair
- Include a childs menu and interactive items if feasible like colouring books or toys
Elderly:
May need to undergo menu adjustments (e.g smaller servings)
-Explanation of menu or Easy access to tables
Wheelchairs :
-Require designated access to table, facilities (i.e toilets)
-Wheelchair needs to be placed in a safe area in order to prevent it from posing a physical hazard
Dietary requirements -
-Customers can have preferences/choices, could be attributed to religious, medical requirements or food allergies and intolerances.
- Need to accomodate to their needs by adapting/ altering their requirements to the menu
Time -
Customers may have a limited amount of time to dine in
Emotional needs are to be met– friendliness, empathy, understanding, provision of information and a feeling of being fairly treated
Customer needs, preferences and expectations
Shaped/ influenced by many different factors:
- Level of education, occupation, financial status
-Demographic, such as gender, age, geographic location
-Cultural and social background, such as ethnicity, perceived social status and religious affiliation
Difference between customer needs, preferences and expectations
Customer needs:
-Broken into tangible, rational or emotional needs
Tangible needs= include food, transportation, accommodation, safety
Emotional needs:
-Include how valued and respected the customer feels– can cause trouble for the establishment
must be met during a service period include friendliness, empathy (the ability to understand the thoughts, emotions or feelings of others
Customer preference –
-The liking of one thing over another
Customers will have a preference of the type of product or service that they may prefer to receive.
In a hospitality establishment it is important to have most menu items appealing to at least some of the customer base for it to be successful.
Customer expectations
-Perceived ideas about what to expect from a product or service.
-Customers expect quality service or products, especially if they are paying for it.
Establishing customer needs, preferences and expectations
-Can be determined through active listening, questioning techniques and observation.
Active listening
Fully concentrating on what is being said, rather than just hearing the message.
e.g: maintaining eye contact, nodding your head and smiling, agreeing by saying ‘yes.’
Signs of attentive or active listening include (however, they might not all be appropriate in all situations):
Smile – this can show the speaker that the listener is happy about the message and can affirm that the message has been received.
Eye contact – it is important to gauge how much eye content to give to the speaker, as it can be intimidating, especially for shy speakers.
Posture – can tell a lot about the speaker and listener. An active listener tends to lean forwards or sideways while sitting.
