Service Flashcards
What would you say to a customer if there is a delay in receiving their order
Apologise and explain why there is a delay
Provide 3 reasons why we suggestive sell to:
Help the customer, upgrades, maximise sales
Provide 2 reasons why it is important to greet every customer
So that they feel welcome
So they will return
What should a customer service worker do during quieter times
Tidy and restock ready for peaks
A customer returns their coleslaw to you with a piece of plastic in it, what should you do?
Apologise, inform bidvest, replace side
What should you do if your serving a customer and a queue begins to form
Finish serving that customer and then let middle and back of house know there is a queue forming
How often should toilets be checked
Every 30 minutes
Why is it important to have enough stock at the front counter for your shift
So that you don’t run out during peak times
When dealing with a customer complaint, what does BLAST stand for
Believe, Listen, Act, Satisfy, Thank
Provide reasons why it is important you should repeat the order to the customer before totalling and taking the money
So they get the right order and to avoid a void on your till
If the lobby host sees a family struggling into the restaurant with a pushchair what should they do
Offer to help
If the lobby host sees a customer leaving a large amount of food uneaten what should they do
Ask if everything was alright with their meal
If lobby host sees a customer in crutches what should they do
Offer to help
If the lobby host sees a customer in the queue showing signs of anger or impatience what should they do
Apologise when they get to the till
What should the lobby host do if they see a customer looking at the menu confused
Offer to help
