Quality & Customer Service

Question 1

Why is meeting customer expectations important?

Answer 1

• If exceeds expected – customers rate higher
• If at expected – service is deemed satisfactory
• If perception doesn’t meet expected – service is considered poor

Question 2

What is quality?

Answer 2

• Reliably providing the food service and environment that meets with customer expectations
• Where possible, finding ways to exceed expectations and result in delight
• The totality of features and characteristics of a product or service

Question 3

What are some quality initiatives?

Answer 3

• Deming’s PDCA Cycle (Plan-Do-Check-Act)
• SERVQUAL (Service Quality)
• Kaizen (Japanese for continuous improvement)
• TQM (Total Quality Management)

Question 4

What is customer service?

Answer 4

• Service level – personal attention given to customers
• Service availability – opening times, menu variations, drinks offer
• Standards – food and drink quality, décor, equipment cost, staffing, professionalism
• Reliability
• Flexibility

Question 5

What are key elements in quality management (ISO 9002)?

Answer 5

• Management responsibility must be established
• Quality procedures
• Monitoring the system
• Honesty in marketing messages
• Taking corrective action
• Record keeping
• Training and personnel
• Product safety

Question 6

Why are standards and performance important?

Answer 6

• Establishes benchmarks of standards and procedures
• Quality control specifications
• Provides consistency between and within locations
• Links directly to the rating the establishment wants to achieve
• Helps limit liability in regard to H&S legislation
• Establishes a foundation for the content and design of staff training
• Identifies key operational systems

Question 7

Why is customer feedback important?

Answer 7

• Used to develop training and develop new systems and procedures for their operation
• Gained verbally, electronically & written
• Establishments need to ensure that all feedback is responded to and customers informed of how useful their feedback will be
• Provide quick online access to questionnaires for guests to gain an insight into their feelings of the meal and service