Автор работы: Пользователь скрыл имя, 30 Октября 2013 в 00:11, доклад
A company develops the only service standards to achieve the same high-level service in all service locations. Standards are represented by working rules with a client, all requirements to staff work, staff members' look, location decoration, discipline and other aspects. A book of standards is the main document that describes the service of this company and how do staff members treat a client. Standards are divided often into operational and inter-individual. Operational standards determine the selling spot decoration, product presentation, dishes' temperature etc.
Service is extremely important in a restaurant
A company develops the only service standards to achieve the same high-level service in all service locations. Standards are represented by working rules with a client, all requirements to staff work, staff members' look, location decoration, discipline and other aspects. A book of standards is the main document that describes the service of this company and how do staff members treat a client.
Standards are divided often into operational and inter-individual.
Operational standards determine the selling spot decoration, product presentation, dishes' temperature etc.
It's more difficult to estimate inter-individual standards. They describe the process of individual client servicing. These standards suppose often special methods of products selling, establishment of contact, establishment of trusting atmosphere, negotiation of clients 'objections etc. For example staff members should demonstrate sincere desire to help a client and listen to client's wishes and objections without cross-talks.
Standards can also be objective and subjective.
Objective standards are standards, the fulfilment of which is the act that you can hear or see or record it. The example of objective standards criteria is when a waiter proposes you a novelty from the restaurants' menu.
Subjective standards are standards connected with impressions and feelings of a client concerning servicing. Their fulfilment is impossible to check with the help of audio or video records. But this standard is a very important component of the qualitative servicing. The example of subjective standards criteria is when a waiter was attentive and pleasing.
The client's servicing comprises usually several stages:
product choice assistance (this is the culmination of servicing)
and to tell good bye and invite to come to this establishment again. Sometimes a staff member may accompany a client to the door)
The main result of staff members work is a client that ordered the product he or she wished having got pleasure from servicing at the same time.
Being prompt doesn't mean rushing or hovering, but it does mean taking care of customers' needs in an appropriate time frame. Having to wait 10 or even five minutes for drink refills, butter, sauce or the check can quickly make a good dining experience turn sour. Customers can feel awkward when wondering if they should remind their servers about the request. They may even eat food without the proper condiments or a beverage -- something no restaurant owner wants. Restaurant owners can encourage their employees to offer prompt service by asking them to keep lists of customer needs or to care for one customer before moving on to the next.
Good service in the restaurant industry means friendly, welcoming service. A restaurant owner should not strive to avoid bad service, but she should strive to encourage the exceptional service that occurs when service workers take a genuine interest in their customers. For example, waiters and hosts might ask customers about their day, help them make food choices and give customers compliments. Restaurant owners can encourage this kind of good service by honoring employees who are exceptionally gifted in this area and having them train others.
Sometimes, good customer service simply means being available. Customers who can see managers, hosts and waitstaff are more likely to give employees the opportunity to provide good customer service by making requests. Many diners are hesitant to actually walk into the bar or to the counter to ask for something, and a customer should never have to shout into the kitchen. Just by being visible, you make customers feel they are having a better experience because they know if they need something, you're right there, available to help.
Customers can get good food and decent customer service almost anywhere. What will set your restaurant apart is the degree to which you are willing to go above and beyond to be exceptional. Restaurant employees can practice this kind of customer service by being willing to make special creations for guests, offering them drinks to go, bringing mints after dinner and engaging in other little practices that show they are going above and beyond the competition.