Chapter 5: building costumer

goodwill and responding to their

concerns
This chapter provides guidelines and procedures
in writing the goodwill of costumers and in their
concerns and complaints in the most favorable
manner so that their patronage can be sustained.
UNDERSTANDING OUR CUSTOMERS
Who are our customers?
 They are the we serve
 They make us survive in our business and they
keep us in our job
SO WE MUST CONTINOUSLY SATIFY THEM AND
MAKE THEIR DINING EXPERIENCE FULLY
SATISFYING AND NOT TRAUMATIC.
 Costumers’ satisfaction does not only depend on the
quality of food and delivery of service.. The way they
are treated and handled is as a crucial to insure their
satisfaction and continuous patronage.
 A survey conducted by a very reliable survey team to
reveal that more than half of dissatisfied costumers
mentioned that the major reasons for not coming
back for a repeat patronage is the cold, indifferent and
often offensive treatment they got from service staff.
Despite the good food and ambiance , they describe
they dining experience as traumatic and disgusting.
 No matter how good the food and the ambiance is, if the
costumers are traumatized or dissatisfied with the service
and the behavior of the staff, most likely they will not
comeback. They nay also share their bad experience to their
dining experience to their friends for or through reviews in
the internet.
 Promotion and advertisement may attract customers are
traumatized but will not sustain them if costumers
relations fall short of the basic courtesies and
professionalism
 Dining staff must see to it that every customer is satisfied
costumer who finds his dinning experience pleasurable and
rewarding in terms of quality of food, service and
customers relation. Otherwise we lose to their competitors.
Understand costumer, identify his needs,
expectations and concerns;
MAXIMIZING CUSTOMER SATISFACTION
We build and sustain customer satisfaction by consistently responding
to their needs, concern and expectations.

Their need include

1. PHYSICAL NEEDS – to be served quality meals, keeping in mind
their food preference and meal requirements.
2. EGO NEEDS – need for attention, recognition and to be respecte3d
and valued as human being.
3. NEED FOR PROFIT – to get their moneys worth. Customers feel
deceived and shortchange if the products and service are short of
what is expected for the price is paid for – in terms of quality,
serving size. An the delivery of the package of amenities and
service.
NEED FOR INFORMATION – to be informed in
advance of important information as not to be
embarrassed or misled.
NEED FOR SAFETY AND SECURITY- to be protected
from security hazard as well as physical biological or
chemical that can cause food bome disease or
accident.
COMFORT AND CONVINIENCE – need to access
service in the most convenient manner
Satisfying Physical Needs
1. Study customers’ profile – their age, budget, meal
requirements, allergic reactions. This will enable the
product development team to create appropriate
selection for the restaurant’s target market.
2. Prepare food for various groups, keeping in mind
special meal requirement of the elderly, diabetic or
hypertensive customers, kids, and other groups.
3. Provide variety of food selection, introduce new items
to break the routine of serving the same dishes.
4. Warn and guest of allergens in food.
5. Maintain consistent quality of food and presentation.
Have recipes tested and follow the stardard recipe.
Satisfying Ego Needs
More than food, customers ant to be treated and served as someone
special. They want to feel they important, valued, respected as a
human being.

To satisfy ego needs:

1. Give prompt, undivided and consistent attention.

1.1 set up a production and service delivery system that will result to
faster dispatching and service of food.
Have organized mise-en place preparations – both kitchen and
dining
Have meat, seafood's and chicken, pre packed, pre portioned and
pre processed in advance
Set up of service and maintain par syock to avoid stock storage that
delays service
1.2 Approach and greet the guest as soon as they enter the
dining area when a customer approaches a table or food
station, he expect someone is there, ready to immediately
attend to his needs and food order. Not finding that someone
to give prompt attention could be very disappointing to him.
There are occasions in a restaurant wherein customers are
already seated but no one approaches them for their orders..
The service staff are busy texting or chatting that they fall to
notice a custom3er waiting to be served.

For the costumer not to feel neglected, a headwaiter or a

receptionist could approach him and say: our waiter will
attend to you in short while sir. Would you like to review the
menu while you wait? “what is important is that he is given
immediate attention, though not immediate service if the
water is still occupied with other tables.
1.3 If a request or a concern could not be delivered as
fast as expected, the waiter still need to approach the
customer tell him: I’ll be with you in a short while, right
after I serve the order of the other table.

1.4 The captain on duty must be alert in spotting unattended

guest and take the initiative to attend to them when waiters
are busy.

1.5 As a general rule, guest are to be served on a FIRST

COME, FIRST SERVED basis. But if their order takes
longer preparation, then they have to wait longer than those
who go for short orders. It is important that they are told in
advance that their order takes longer preparation so that
they will not expect to be served immediately.
If guest are in hurry, offer dishes with shorter
preparation time..
“Your grilled pompano will take longer preparation –
maybe 20 minutes Do you mind to wait?

If you are hurry sir, may I suggest some short orders like
sisig, or _____, _____ (mention items that I prepared a la
minute)

1.6 give undivided attention. Focus your eye contact and

attention to guest when serving them. Set aside what you
are doing when interrupted by their request or concern.
1.7 after serving their order, stand by to attend to
additional request and other concerns. Customers are
irritated when they need something and there is no
server available to attend to them.

2. Express enthusiasm when serving customers.

Maintain eye contact, smile and have pleasant
disposition even if the guest may exhibit irritating
gestures.

3. do not discriminate, even those who do not give tips

and appear demanding or irritating. Treat all customers
equally in terms of attention and service
4. Be sensitive, careful not to hurt customers ego.
Never criticize or insult a customer as this will hurt his ego.
Never attempt to argue or prove the customers wrong the most
tactful way to prove one’s point is to first acknowledge customers’
comments before stating one stand.
Be very sensitive to the guest’ feelings, never embarrass him in
front of others, nor talk to him in a loud or arrogant tone.
Avoid any rudeness of display that will hurt the feelings and ego
of customers such as:
Judgmental remarks: “You are very demanding”
Blaming words: “You should have told us that you want steak
to be rare.”
never place the customer in embarrassing situation like
confronting him in public about an expired or suspended card ,
suspension of signing privilege and other embarrassing
situations. Sensitive matters like these must be settled away from
the view of other guest.
5. check for customer satisfaction. Take efforts to obtain customer
feedback, identify areas of dissatisfaction and explore other customer
concerns that need corrective action.

Provide customer survey for guest to fill up.

Talk to customer directly –ask for their comments regarding the food, the
service, new items, ect.
How's the food sir?
Has your order been served? Is there any item that has
overlooked?

Ask them if they have other concerns that need attention

“anything else I can do for you Madame?”

6. Promptly act on customers comments and concerns.

7. Serve customers with a human touch. Its what makes the difference.
Give personalized to customer needs and requests, even going out
of your way to render service beyond the call of duty. Pour water to
their glass ,escort them to their tables, assistant them in getting
seated ,offer to serve their food during room service ,etc.
Always maintain a pleasant and cheerful disposition, no matter how
irritating the customers is;
Welcome customers Express appreciation for a repeat patronage’’
Welcome to BERGAMO or welcome back we are glad to see you
again.”
Maintain an eye to eye contact while talking to or attending to
customers to indicate that you are attentive to them and interested
in what they have to say.
It possible , call customers by their names if they are you regular
customers. Have a guest logbook and ask customers to sing their
name thereat
Give an extra mile. Do more than what you are paid for out of sincere love and
concern for customers . Like you may need to extend time beyond service hours
while guest need your assistance.
Be very sensitive in responding to any signal for help or assistance like a
extending a helping hand to an elderly, offering a high chair for a child, etc..
Be generous in expressing magic words like:
Words of welcome: “welcome back. We are happy to see you again.”
Words of affirmation: “you are a man of fine taste
“you have made a perfect choice
you really deserve the best service from us.
Offer of assistance “ please call us should you need assistance”.

Soliciting comments or feedback: “ is everything order?”

Words of empathy: “ I can sense how you feel. I understand why you feel that way”
Words of acknowledgement: “ I see your point.” your point is well taken”.

Other ego boosting remarks like : “ enjoy your meal”.

hope to see you again. We look forward to your next visit”.
STISFING GUEST NEED FOR PROFIT

What disappoint customers most is the feeling that they are

shortchanged for the price they pay for the products and
service delivered to them. The more money spent, higher the
expectation and demand for quality products and service.

Many advertisement speak of spectacular products and

results. But sadly, they fail to deliver what they promise, to the
disappointment of customers.

Most customers who complain about the price of food or

service have the feeling that they do not got the real value for
their money. Out of disappointment, they would scout for
other restaurant who can offer better products and service for
the price that they pay for.
To be a better, if not the best choice among competitors, efforts must be taken not only to meet
minimum expectations but to go beyond expectations. That means, giving products and service that is
worth much more than what is paid for.

For example as a customer, I dine a cheaper restaurant and yet its facilities are at par with a luxurious
restaurant that charges more. And what more, I get efficient and warm service that I do get in some
expensive hotels.

2. Do not over price in an obsession to make more profit make a survey of the prices of your direct
competitors and level up with . If you are casual dining ,level up with restaurant of the same
category and don’t price your items as if you are a fine dining .

3. Deliver what you promise. Provide the service, packages amenities and other items that are covered
in your proposal or contract with client .

4. Make sure to deliver whatever you advertise the food presentation and other qualities shown in
process and advertisement must be experienced by the customer when he dines in promotion an ads
can entice a customer what is advertised. But it will disappoint him if the actual food and service for
short expend.
 RESPONDING TO GUEST NEEED INFORMATION
1. The restaurant must a system of relying important information to customer so
that they will not misled or embarrassed. Some of these information include
acceptable mood of payment, rules and restrictio9n like rest could, no smoking, no
food allowed, taking out of food in a buffet and etc..

When taking reservation or banquet bookings, mention and explain policies and
conditions like corkage for food and drinks brought in to the event, extra charges
for extra hours, etc.

Have a pre list of information to be relate to client and also those that need to be
solicited from them before closing reservation or event booking.

2. When taking a food order, mention out of stock items, changes in side dish or
accompaniments. Bust suggest options..

3. Always clarify w2ith the customer his choice of preparation like whether eggs be
poached, scrambled or over easy. Ask if he wants his steak to be cooked rare or
medium rare or well done and what dressing he prefers for his salad, etc.
4. Answer question of the customer accurately. Be familiar with
the company products, facilities and service to be able to answer
guest inquiries correctly.

5. Never settle a question with “I don’t know” answer. Refer to

the right person or department if not familiar with the item
asked. One can say:
“I wish to refer you to our _____. They have all the
information about this matter.”

“May I prefer you to our operations manager. “she is in the best

position to answer your question or request.”

Another approach is to call the concerned department for the

needed information before responding to inquiry. Say: “just a
moment sir. Let me check with ___.”
ATTENDING TOI GUESTS’ NEED FOR SAFETY AND SECURITY

Any food outlet has the responsibility of ensuring that guests are protected
from any security and food safety hazards.

Execute some security measures for customers’ protection:

1. Have security on alert for suspicious persons lingering around the dining
area;
2. Have CCTV camera installed to monitor movements in the area;
3. Be alert of intoxicated guests and other customers who may exhibit
scandalous and violent behavior. Secure the assistance of police and
security personnel when necessary.
4. Take note of items left by gusts in the dining room or around the premises.
Surrender it to the supervisor for safekeeping and for recording.
5. Should one be approached by a guests for his lost item , attempt to help
him recover. Ask staff, check lost and found records in logbook. Or assist
him to file a compliant at the security offices so that investigation on the
matter can be undertaken.
6. Help in maintaining a safe environment in the dining
area. Pay attention to safety and security hazards and
report them immediately to the supervisor for him to take
appropriate action.

Immediately wipe off spills on floors as they can cause

slips and accidents.

Check for damage tables and chairs, chipped glassware

and other equipment that can cause injury. Remove them
from service.
It is equally important to insure that guests are protected
from any hazards to his health such as:

1. Biological hazards in food – pathogens and bacteria that

breed due to non-compliance to food safety standards.
This may result to food borne diseases that may
redounded to serious complaints and law suit;

2. Chemical hazards like those coming from chemicals that

get into foods like additives, preservatives and other
toxic materials not safe for consumption

3. Physical hazards (staple wire, plastic pests) found in

food out of recklessness of food handlers.
 SATISFYING GUEST COMFORT ANSD CONVINIENCE

Customers’ comfort and convenience is as important as the

timeliness of services. The food delivery system must be designed
such that the customers will not be inconvenience in looking for a
seat, lining up for water service, long wait at the buffet, etc.

Establish measures that can minimize if not eradicate guest

discomfort and inconvenience..’

1. Having a special table for PWD (persons with disability) and

the elderly preferably near entrance
2. Provide high chair for kids
3. Set up a waiting lounge for waiting guests in case of overflow;
4. Assign a receptionist to usher in guests and to assist them in
getting seated
5. Install a water station for counter service with
sufficient supply of water, glasses, etc.;
6. Limit waiting time in a counter or buffet service by
adding more counters when there are plenty diners or
setting up two way buffet
7. Have VIP guest served in their tables than line up in a
buffet
8. Others measures
UNDERSTANDING AND COPING WITH DIFFICULT
CUSTOMERS

In food industry there are customers who are hard to deal,

with. They are over-acting and make a fuss out of petty
matters. They blow up, explode and put you off balance. If
not satisfied with the response they get for their concerns
they can exhibit violent and threatening behavior and even to
harassment.

Having a diificult customers is one of “psychological hazards”

that every server must learn to accept and cope with. It is
easier to cope when one learns to accept rather than resist
painful realities like them. Coping is also easier when one
gets to understand and accept their psychodynamics.
Psychodynamics of Difficult Customers

Difficult customers have something in common. Most of them are ego

trippers with a very strong need for attention and recognition. They resort
to explosive or negative behavior to prove something that they are
knowledgeable, man of honor who deserves to be treated as “somebody”,
negativists, chronc complainers express negative remarks and reaction to
fulfill that ego need to be recognized.

Some of these difficult customers are

1. Hostile aggressive gusts include:

Exploder –is someone who explodes his temper like a bomb. He

shouts , embarrass you in public, puts you off balance and sometimes use
threatening remarks.
“you’re a “shit”. You are cheating me”.il repot you”.

Sherman tank –talks and monopolizes , always interrupt, does not

know how listen. He wants you to hear only his side of the story.
2. Negativists- sort of a fault finder, always looking for areas
to express his disagreement or disappointment
“you call this “Hainanese chicken? It’s not what I expected” “I
don’t like your ambiance, its dull.”

3. Balloons- another negativist who acts like a sort of

expert or specialist. He tells you what’s wrong, what should
do.
“I’m a connoisseur and I know how to evaluate wines ans
spirits. And I’m telling you, your whisky is fake. Its local not
imported.” You should not be selling alcoholic beverages this
one.

4. Chronic complainers – are customers who have the habit

of constantly complaining of every peety issues
How to Cope with Difficulties customers

1. don’t get rattled. Look at them straight on the eye, mention their
name and say your point straight without put down statements.

Once you get rattled with hostile aggressive customer, you give them
psychological over you and they will make you their favorite victim.

Never allow them to use their trick to get what they want. Use
assertive and not aggressive way of coping. Say your point straight
without using offensive remark like “ you are out of your mind”. How
dare you, you are stupid for saying that.”

Assertive : You are interrupting me Mr. Customer. May I finish my

statement first so we can understand each other.

Aggressive: don’t be impolite, I’m still talking

2. Acknowledge statements, don’t argue or prove them
wrong nor be defensive. Neither apologize if there is no
proven deficiency.
Simply say: “I see your point sir.” Your point is well taken
sir”.

Since the difficult customers have very strong ego needs,

any attempt to put them down or prove them wrong
would be a big blow to their ego and this will all the more
ignite them to violent reactions.

You may win an argument, but most likely, you will lose
your customer. He may be difficult but he is still your
customer who brings revenue to your business.
HANDLING GUEST CONCERNS and COMPLAINTS

Undesirable or unfavorable situations like delayed

service or tough meat do not necessarily drive away the
customers. It is the manner of dealing with these
complaints and other concerns that drives them away.

It is therefore very important for every server to have

the knowledge and skills un understanding and
handling customers’ concerns even if they exhibit very
irritating behavior.
There are four basic steps in handling customers concerns and
complaints
1. Listen and identify the problem.
2. Acknowledge and apologize when at fault.
3. Take appropriate corrective action and do follow up
4. Report and document the concern and the action taken.

Listen and Identfy the Concerns/problem

5. Approach the concerned customer and listen to his concern and

complaint. Make him feel that you are taking his concern seriously.
Show your interest and concern over his problem.:

Give him full attention, focus your eye contact on him, ask questions.
Nod to acknowledge his statement, and set aside what you are
currently doing.
2. don’t interrupt and dig for details of his concern or
complaint.
Guest : your service is lousy.
Waiter : what exactly went wrong sir? When?
Where? Could you recall the name of the
water?
3. Express understanding with words like: “I see, I get
your point”

4. Listen with empathy, put yourself in his palce,

imagine how he feels for what happened and respond
to those feelings and concerns that are spoken behind
the words
Analyze the following conversation:

Customer: I’m your regular banquet client yet never enjoyed

discount nor any privilege. Could you not do me the favor of
waiving your charges for extra 3 hours in the use of function
room?

Captain: But I was advised to bill you for charges as agreed in the
contract sir so I have here additional billing for extra 3 hours.
Did the captain listen with empathy in this conversation?

The captain heard exact words but failed to recognize the client’s
feeling that he is not being treated as a special and valued client
who deserves some incentives like discount. Unable to discern
response to the request to the disappointment of the customer.
If captain has listened with empathy, the expected response
would be:

Captain: you’re right sir, you have been a regular patron and you
really deserve some incentives inasmuch as you are valued guest.
Let me bring your request to our manager inasmuch as I am not
authorized to waive charges.

Empathize with the feelings that were expressed.

“I can see how disappointed you are for having been served
with seafood's that are not fresh.

don’t question the feelings expressed, with words like:

“what are you mad? Why make a fuss out such a petty issue?’
5. don’t contradict or argue with given statements, saying
something like.
“ we don’t serve recycled foods. That’s wrong impression”

If the comment is an unsound accusation, acknowledge the

comments but present some facts that will disprove his
accusation

Example:
“ I can see that you are not satisfied with our Bicol express and I
respect your comments. However many of our guests like this dish
so much. In fact its one our best seller.”

You can correct wrong impressions discretely without stating

defensive or argumentative statements,
6. Be calm and sober even if the customer is
rude or shouting at the peak of his voice. Be
gracious and courteous no matter how
irritating the customer is.
ACHNOWLEDGE AND APOLOGIZE

A mad or disappointed guest can easily be pacified when the staff will
exhibit the humility of admitting their errors and sincerely
apologizing for the mistake.
1. Whoever receives the valid complaint has the obligation to
apologize in behalf of the enterprise, even if he has nothing to do
with the error committed.
Likewise the matter must be brought to the attention of the duty
manager who also is so expected to apologize personally to the guest.

Be specific of the deficiency that you want to apologize. Give

explanation but not excuses like saying:.
Sorry for the delay. We have too many guest to attend to.”
Simply say: “ I’m sorry for the delay in serving your order.
2. For serious deficiencies, a written apology would have better impact
in pacifying dissatisfied customers and it has to be written by a
representative of top management in a very courteous and discreet
manner.

3. Words od acknowledgement, coupled with empathy and sincere

apology would have a strong impact in pacifying a very mad customer
who is a victim of a serious service deficiency
“I can see how mad you are. And we are so sorry for having make you
feel that way. That was indeed a very serious error on our part. What can
we do to make you feel better?

Or say: what can we do to compensate for this serious deficiency?

When a mad customer is not pacified, he is prone to take serious action

that can damage the reputation of the restaurant. He can make a report
in the internet reviews, go to the general to complain, file a suit, etc.
4. There are occasions when a guest expresses
unreasonable comments merely a wrong impression or
judgment. In such case there is no need for an apology.
Just acknowledge the statement. Apology is an
admission you are wrong, even of you are not.

Words of acknowledgement:
“ I see your point sir.”
“ I understand what you mean.”
“ your comment is well taken sir”.
“I have taken note of your complaint sir.”
Costumer: This is not the pesto pasta that I expected. I disgusted.
Waiter: What is that disappointed you with our pasta sir
Costumer: its not creamy at all
Waiter: Il take note of what you said. I’l mention that to our chef

Customer: I don’t like your margarita. Its too strong.

Waiter : You seem to be a light drinker Madame. Indeed you will find the
margarita strong because it uses tequila for a base. May I offer you a non
alcoholic instead like four seasons?

Negativist have the habit of criticizing or attacking your food, service,

facilities, etc. in an effort to prove they know better when it comes to
food service, etc. making apologetic remarks to them makes it appear
that you are admitting a deficiency that actually does not exist. Its only
in the perception of a negativist. The more you apologies, the more you
encourage negative from a negativist. It’s enough to tell them “Il take
note of your comments.” Again avoid arguing him or proving him wrong
as this is hurting to a guest who appears to be an ego tripper
4. Don’t pass the blame on your colleague or other units
in an effort to appease the customer, saying something
like.
That chef was very salty taste. I have already warned him
to minimize salt in his cooking.

5.For complaints receive online, also express sincere

apologies when you reply. Also mention you appreciate
the feedback and will take serious action.
TAKE APPROPRIATE ACTION

1.First express appreciation, rather than irritation for the concern

expressed and show that you are serious in taking the necessary
action.
“Thank you mam for calling our attention about this matter. We
will see to it that it does not happen again

2. As a server, you can immediately act on simple complaints like a cold

soup or an error in billing. But serious matter requiring a decision like
waiving the charges as demanded by the complaining customer should be
referred to the manager. The restaurant must specify complaints or
concerns that must be elevated to higher management.

Inform the guest if his request or concern if not within your authority to
handle
“I’m sorry sir but I am not authorized to decide on this matter, may I refer
you to my manger?”
4.If you are a captain/supervisor and a sensitive matter is brought to your
attention, take the following steps:

4.1 introduce yourself to the customer and offer to handle the

situation: For declined card, do and say”
“I am __, the outlet supervisor. Our waiter informed me of your credit
card payment. Unfortunately, our cashier is having a hard time in
securing the credit approval. Do you have any other credit card.

if there’s no other valid credit card, request for cash payment.

“do you mind to settle the bill in cash instead?”
if there is no cash to settle the bill, ask the guest for options…
“how do you think we can settle this payment?”

let the customer offer solutions like leaving his valuable (like jewelry
laptop as guarantee that he will come back to settle bill. Ask for his
valid ID and take a shot for your reference. Secure security assistance
when you suspect he is a bill skipper.
4.2 Listen and get facts and details- who, what, when, where, and how.
Offer to investigate as in the case of stolen valuable of food poisoning

Remain polite and concerned even if you doubt the legitimacy of the
complaint. Don't be defensive. Take control of your emotions and do
not be carried away that you might intimidate the customer..

4.3 evaluate need for “critical action”

• Is there serious injury that need hospitalization or medical attention
or only a basic first aid needed. (note don’t just give medicines
without a doctors advise as it may do more harm to a patient.
• Is the company responsible for the injury? Do we have to defray the
cost of expenses?
• Is the food poisoning caused by the food eaten in the outlet or
something eaten outside
For foreign object found on food, keep the evidence or
take a shot as evidence as an evidence in an investigation.

Before assuming responsibility for damages, tell the

customer that you will investigate and will take
responsibility if service deficiency or staff negligence has
been proven..

Take an action based on you objective analysis of the

situation. Be cautions of some mad customers who
demand unreasonably like payment of damages at an
exorbitant amount, demanding for termination of erring
employee, etc. in cases like this, tell the complainant that
management need a little time for investigation and will
certainly take the necessary action the soonest possible.
For serious deficiencies, pacify the mad customer by
offering a complimentary item like a complimentary
dessert. Or you can waive charges when warranted.

Agree on a course of action and update the customer of

the action taken

The peace offering depends on the extent of the damage

or offense and it has to be done with the approval of the
manager
5. It is important for a customer to be assured that you are taking
his concern seriously and that you are decisive in taking the
corrective action.
“I will surely bring your comment/concern to the attention of our
manger.”
“ We will have this matter investigated as soon as possible and we
will get back to you for feedback.”

When the complaining customer is assured of corrective action,

he has to be given feedback as to status on the action.

Example if a guest in the room calls you for delayed room service
order, make immediate follow up with the kitchen the inform
guest if its ready.
“Mr. Guest, your room service order will be delivered to you in a
short while. Sorry to keep you waiting.”
6. If a request or concern could not be delivered as fast
expected, the customer has to be told. Like when
headwaiter is still attending to a another customer that
he is not yet available to attend to the guest’s request,
then the customer must be told in advance.
“Sorry to keep you waiting sir, but nor headwaiter is still
attending to an urgent matter. He will see you as soon as
he finishes what he is doing”

7. Make sure that appropriate corrective action is taken

for all customer concerns and complaints.
Here are some concerns and suggested action.
RECORD THE CONCERN OR COMPLAINT AND THE
ACTION TAKEN

It is important for all concerns and complaints to be recorded

as a reference for preventive and corrective action. These
records should be discussed during operations meetings so
that the management team can take measure to prevent
similar problems.

1. Document all objections and negative comments of

customers in a logbook or a complaint record form.

Negative remarks maybe exaggerated but they still need

to be recorded as they call for alarm and must be given
appropriate attention
The one who received the guest complaint shall fill
up the form with the following information:
2. Supervisor shall minimize and consolidate all
complaints and concerns were received from customers
and bring them to the attention of all concerned units or
persons. Or they could be presented for discussion during
operations meeting.

3. For complaints that require head office intervention

(e.g., food poisoning, production defects, etc.), the
manager must document the complaint in detail,.

Accomplish the incident report in duplicate copies with

his signature and send or email it to the General Manager.
Make a follow up once a complaint has been endorsed to the
executive office or kitchen, cashier, etc. and get back the
customer for feedback on what action has been taken. If a
situation beyond your control prevents you from solving the
customer’s problem, inform the customer of the situation
and reassure him/her that you will resolve th matter as soon
as possible
HANDLING CUSTOMER OBJECTIONS, DISAGREEMENT
and REQUESTS

more than raising concerns, there are occasions wherein

customer raise an objection or dis agreement over prices,
policies and other matters. These too, must be handled
discretely so as not to antagonize them. Here are some tips:

1. Be open and receptive to objections. That will give you a

chance to explain to the customer your reasons for your
prices and policies so that they don’t get resistant.
2. Restate the objection in your own words, making the
customer feel you truly understand what he wants to
convey
3. if a product price or package is agreeable to him, suggest or offer
options.. The problem-solving approach particularly in selling
suggest that a salesman should always be enthusiastic in offering
help by becomes a means of helping a customer explore a wiser
choice.

4.Agree, and then build on the disagreement. This method is usually

referred to as the “ yes, but…” method. The idea is to partly agree
with the objection then come out with some points worth
considering. In this way the customer’s ego is not threatened and
he would have no reason to be defensive nor aggressive.

5. Admit it if the objection is valid. Thwer will be times when an

objection is perfectly valid. In such cases the only thing to do is to
admit it but also offer options. One who is honest enough to acccept
shortcomings wins more respect than one who bluffs or is
defensive.
6. When a customer makes a special request, you may
or may not give what he wants depending on the
situation.
PROFESSIONALISM IN FOOD SERVICE

Customers judge a restaurant, a bar or a hotel not only by the quality

of food and facilities but also by the kind of people who serve them.

1. Physical projection- appearance, poise, posture and body

language

2. Verbal projection- quality of speech, diplomacy and fact

in the words and expressions used, including the tone,
volume, non-verbals.

3. Conduct and behavior- practice of basis courtesies, social

graces and work ethics, tolerance for difficult guests and
customers, compliance to service standards, etc.
A. PHYSICAL PROJECTION
A professional image is one that looks clean and
decent.

1. Wear clean and well pressed uniform with no sagging

hemline, not faded, etc.
if not in uniform, refrain from wearing too casual
attire like step-in maong, T-shirt without collar, etc.
2. Ladies must avoid too many jewelries, dangling
earrings, low neckline or too much make-up.
3. Always carry a pleasant smile and positive disposition
so that others will feel more comfortable and ease with
you
4. Avoid unpleasant non-verbals like sneering look,
crossing arms, pointiong finger, frowning face, deep
sighs, biting lips, shaking head. They carry the message
that you irritated and not happy to serve.
5. Maintain poise and posture by direct eye contact,
erect posture.
6. Strictly observe grooming standards.
B. VERBAL PROJECTION
1. Keep a low, modulated tone and volume.
2. Speak with clarity. Check if you are understood after
sending a message.
3. Observe right speed, not too fast or too slow.
4. When receiving messges, always seek to confirm.
Verify anything that sounds unclear.
5. Accept and respect the opinion and ideas of others if
you disagree first acknowledge their statement
before pointing out your ideas.
6. Make it habit to use magic words.
7. Be sensitive to the feelings and self esteem of others.
Avoid words or expressions that hurt feelings and
shatter others’ self estemm
C. WORK BEHAVIOR AND WORK ETHICS
A professional waiter/server must behave with gentleness and in
strict observance to the rules of basic courtesy and work ethics.

Some habits to be avoided while on duty are:

1. Unsanitary practice like:

• Smoking, coughing
• Sneezing in the dining area
• Scratching body parts
• Spitting on walls, floors, sink
• Handling food with bare hands
• Serving food/ cutleries that have fallen on the floor
• Putting foods in dirty tables
2. Unpleasant habits while on duty
• Yawning
• Grouping together with other staff for a caht while on duty
• Mannerisms like biting nails, crossing arms, biting lips etc.
• Using sign language like pointing to someone with a finger
• Shouting, giggling, loud conversation and horse playing
• Daydreaming and eavesdropping
• Indulging in customers’ private conversation
• Leaning on walls. Tables and chairs
• Sneering or staring look, frowning, any show of irritation
• Suggesting or demanding for a tip
• Counting tips in view of customers
• Airing ginevance against the company to customers
• Too much familiarity with the customers
• Bluufing customers
• Reading newspaper/magazines while on duty
• Singing, whisling
• Use of rude and insulting language
• Seating with customers conversation with them
• Interrupting customers conversation unless for valid
reasons
• Divulging confidential information to customers
THANK
YOU !!!!!
GELMER ANDRES
NOE PAGULAYAN