Customer Service

1275 Words Oct 11th, 2012 6 Pages
Assessment #1: Part B
Prepare a staff manual a. Providing customer service
Since our restaurant can exists only because of customers, and in particular repeat customers who voluntarily choose to return here and spend their money and time to our food, beverage and service. Without our customer we don’t have a restaurant, they are the only reason we are here. As a result, taking care of our customers is our highest priority, in fact a privilege, never an interruption. At our restaurant the customer always comes first. b. Dealing with customer complaints, including processing the complaint and follow up procedures c. Legislation affecting customer service for the hospitality Industry d. The manual must include appropriate
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This will also let them know that you are taking their complaint seriously. * Discuss options for fixing the problem. At the very least, a sincere apology costs nothing. But think about what this complaint could cost you in lost business or a complaint to the Equal Opportunity Commission. Maybe you can provide a free product or discount a future service. * Keep your promises. Don 't promise things that you can 't deliver. In handling complaints it is better to under-promise and over-deliver. * Be quick. If complaints take several days to resolve or are forgotten, they can escalate. * Follow up. Record the customer 's contact details and follow up to see if they were happy with how their complaint was handled. Let them know what you are doing to avoid the problem in the future. * Reward your staff. Encourage and reward your staff for dealing with unhappy customers and handling their complaints well.

Here is customer service guide from Fair Trading, NSW government.
Customers are your business
You may offer a quality, well-priced product, but if a customer receives inferior service before, during or after the sale, future sales may be lost. Providing superior customer service in today 's competitive marketplace is crucial. Quite simply, customers are your business and lost sales through poor service means you will lose money.
Customer satisfaction
Providing quality customer service means ensuring your

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