Service Flashcards
What would you say to a customer if there is a delay in receiving their order?
PLEASE
Provide three reasons as to why we suggestive sell
Improve sales
Promote offers
Provide two reasons as to why it is important to greet every customer
Ensure they have a positive experience in our store and return
What should a customer service worker do during the quiet times?
Clean
Clean restaurant and empty bins, make it looks presentable etc
A customer returns their coleslaw to you with a price of plastic in it. What should you do?
Report it to provider
Level 2
What should you do if you are serving a customer and a queue begins to form?
Call for support
Offer kiosk as an alternative
How often should the toilets be checked?
Beginning of day, changeover, end of day.
Why is it important you have enough stock at the front counter for your shift?
To ensure speedy and efficient service
BLAST
Believe Listen Apologise Satisfy Thanks
Provide reasons as to why you should relay the order to the customer before taking the money
Ensure order accuracy
If the lobby host sees a family struggling into the restaurant with a pushcart what should they do?
Offer assistance
If lobby host sees a customer leaving a large potion of their meal uneaten what should they do?
Ask if everything was okay
If the lobby host sees a customer on crutches what should he/she do?
Help - offer support
If the lobby host sees a customer in a queue showing signs of anger or impatience what should be/she do?
Apologise for the queue
Direct to kiosk
Reassure customer it won’t be long
What should the lobby host do if he/she sees a customer standing back from the menu. Board looking confused ?
Offer support and guidance on menu
How much change is given when a customer presents you with a chicken cheque?
Nomen
What would you do if someone asked you for your password?
Don’t tell them
Tell RGM
How many piece of popcorn in a kids portion
Small
10
What does the C in champs stand for?
Cleanliness
What does T in BLAST stand for?
Thanks
Provide three examples of level 1 complaint
Missing item
Cold fries
Incorrect order
Who should you refer a level 2 complaint to?
Rgm
What is the maximum amount of time after w customer had left that you have to clear the table?
3 minutes
