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Special Service Challenges - Chapter 10
Operate with a service recovery strategy in mindhandle the problemhandle the guest’s perception of the
problem
Manager Contact with the Table – The Table Visit
Read the Table / Establish Rapport
Introduce Yourself
Make a SPECIFIC Inquiry
Make a Positive Comment
Express Appreciation
Manager Contact with the Table – Table Visit “Nevers”Intimidate
Appear Phony
Appear Uninterested
Appear Overbearing
IgnoreThis model used with permission, from
Chuck Keagle, The C & C Organization
Guest Complaint
From a Server’s point of reference
Anticipate guest’s complaintTell manager if you perceive a problem
with a guestBe sure it is worth charging the customer
you might lose them as a regular guest
Ways to Recoup from a Customer Complaint
Say you are sorry
Actively listen (They are your whole world)
Make things right
Make it up to them
A promise is a promise! Be accurate and give away what you need to!
Check Back - Did you fix it?
RKR Guest Complaint Model
Repeat the Complaint / Actively listen to problemApologizeEncourage Full DisclosureEmpathizePositive Action / Ask what they want you to doExpress Appreciation This model used with permission, from Chuck
Keagle, The C & C Organization
Guest Complaint
If guest is uncomfortable with temperature or lightingCheck to be sure they are at agreed
settingsMove guest as needed
Guest Tastes Wine and Refuses It
Offer a similar substitute from different producer If the wine is bad then you may have a
case of bad wine. (You get supplier credit) If the wine is good you can pour it off for
Wine by the Glass or Staff Tasting
Server verses Manager fixing the situation
What if an Accident Happens?
Minor spill - use napkin and clean it.
Always attend to the guest first!
Dry Cleaning bill On Manager’s Card - date, article of
clothingRecord in log book
What if an Accident Happens?
Accident ReportName of guestDate and TimeDescription of area - photos if possibleName of staff involved
What if an Accident Happens?
Food Poisoning ReportName of guestDate and TimeDescription of what they ate
What if an Accident Happens?
When Recording a Food Poisoning Be sympatheticTell them you are sorry they are illGet the form to manager ASAPGet as much info as possible
What if an Accident Happens?
When Recording a Food Poisoning
Don’t ApologizeSay that food made them illSuggest symptomsOffer medical advice
Procedure for Reporting a Food Poisoning
contact manager/ownerspeak to chef and maitre d’speak to any staff who spoke to guestcollect, label and refrigerate foodreproduce guest checkcheck menu mix and table numbers of food item soldCall Board of Health, Insurance Call guest
Drunk Guests
Post Liability of over consumption
You are responsible to be sure guests leave in safe condition
Drunk Guests
Don’t touch or embarrass a drunk guestGet the guest on your side if you can
Feed them
Separate the drunk from their friends or use friends when needed
Complimentary food if necessary
Record in log book
Electronic Toys and Other Kid Issues
Turn down the volumeCrayons and other noiseless distractions
Flatware on the table, tied down as needed!
Don’t call me, Mrs. Jones
Offer the guest privacy where you should. Don’t assume I am Mrs. _______ Don’t share the name or information of a call, just
indicate that the guest has a call