1. 1. Island Buffet Combined Training
2. 2. Customer Service Standards What is Customer Service? Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. (Wikipedia) What does it mean? - Happy - Come Back
3. 3. These are examples of customer service.
4. 4. BUT!!! Is this the only one?
5. 5. What should we do ? We should have something different!!!
6. 6. I suggest you these!
7. 7. Six Common Customer Expectations 1. Friendliness 2. Empathy 3. Accuracy 4. Professionalism 5. Promptness 6. Honesty
8. 8. Friendliness Introduce yourself (Name, from) Always have an alert posture, interested facial expression and a positive attitude that shows guests they are the highest priority. 10- 4 RULE (All guests who come within 10 feet should receive a warm greeting for 4 seconds)
9. 9. Empathy Ask Inspired Questions: - How was your day? - Is this your first time in Hawaii? - Are you celebrating any special thing, to day? - What is your favorite experience you have had at PCC?
10. 10. Accuracy Give Correct Information - PCC - Gateway Building Know your Products - Food
11. 11. Professionalism No Phones, I-pods, and Earphones. Stand professionally. All of your attention must be focused on to your guests. All of your time must be spent with your guests. (There is no social time for us)
12. 12. Promptness & Honesty You need to be ready for all things. You need to be fluently explain the food, murals, and allergic. Be honest in all times. Dont play the blame game.
13. 13. Lets Go Back To Customer Service Standard
14. 14. Lets Define the Word Standard Any Idea? A level of quality, achievement, etc., That is considered acceptable or desirable. (Merriam-Webster Dictionary) What does it mean?
15. 15. ROLE PLAY
16. 16. Questions?
17. 17. Island Buffet & BBQ Ohana