Customer service:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Boston u.a.
Pearson
2013
|
| Ausgabe: | 2. ed. |
| Schriftenreihe: | ManageFirst Program
|
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 223 S. Ill., graph. Darst. |
| ISBN: | 0132179326 9780132179324 0132724545 9780132724548 |
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Datensatz im Suchindex
| _version_ | 1804149455012757504 |
|---|---|
| adam_text | Titel: Customer service
Autor:
Jahr: 2013
Contents
About the National Restaurant Association and
the National Restaurant Association Educational Foundation vii
Acknowledgements x
Features of the ManageFirst books xi
Real Manager xiii
1 The Importance of Customer Service 2
What Is Quality Customer Service? 4
Service: An Honorable Profession 6
Commercial and Noncommercial Restaurant
and Foodservice Operations 7
The Importance of Exceeding Guest Expectations 13
Creating a Customer Service Culture 14
2 Customer-Centric Service 26
Moments of Truth 28
What Restaurant and Foodservice Customers Seek 31
Providing Customer-Centric Quality Service 33
Quality Service Challenges 38
3 Designing and Implementing
an Effective Customer Service Program 52
The Importance of a Customer Service Plan 54
Developing and Implementing Service Standards 55
Staffing to Achieve Service Standards 67
Monitoring Service Standards 72
4 The Professional Server 80
The Importance of Servers 82
Server Appearance 85
Personal Attributes 88
Product Knowledge 90
Teamwork 96
5 Greeting and Seating Customers 102
The Importance of First Impressions 104
Guest Arrival 104
Guest Greeting 107
Casual and Fine-Dining Table Management 110
Menu Delivery and Server Assignments 117
6 Dining-Room Service 122
Dining-Room Mise en Place 124
Guest Orders 127
Delivering the Guest s Food Order 134
Ensuring Accurate and Responsible Beverage Service 137
Take-Away Orders 148
Clearing and Resetting Tables 149
7 Guest Payment and Service Recovery 156
Importance of Professional Guest Payment Procedures 158
Presentation of Guest Checks 159
Accepting and Recording Guest Payment 159
Payment for Take-Away, Delivery, and Drive-Through Orders 166
Return Incentives 167
Guest Departure and Service Quality Confirmation 168
Service Recovery 176
8 Marketing the Positive Guest Service Experience 184
Commitment to Service 186
Marketing a Commitment to Service 191
Off-Premise Communication of Service Commitment 191
On-Premise Communication of Service Commitment 196
Frequent Diner Programs 201
Management Assessment of Service Quality 202
Ensuring Ongoing Quality Service 205
Field Project 209
Glossary 210
Index 215
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