CUSTOMER SERVICE

SERVICE STANDARDS

THE LORD NELSON

OBJECTIVES• ENSURE EVERY MEMBER OF STAFF DELIVERS THE SAME

HIGH STANDARDS OF SERVICE• MAKE SURE NO MEMBER OF THE TEAM IS IN ANY DOUBT

ABOUT WHAT IS EXPECTED OF THEM• OBTAIN AGREEMENT AND COMMITMENT FROM EVERYONE

ON THE WAY WE OPERATE• SET UP PROCEDURES FOR ASSESSING AND MEASURING

INDIVIDUAL PERFORMANCE• ENSURE EVERY MEMBER OF STAFF FULLY UNDERSTANDS

OUR SERVICE STANDARDS• OUTLINE EVERYONES RESPONSIBILITIES• IDENTIFY TRAINING NEEDS

WHY ?RECENT FEEDBACK

HANDOUT 1: E-MAIL FROM EDDIE !!HANDOUT 2: COMPLAINT ABOUT CASK ALES

HANDOUT 3: SUMMARY OF NEGATIVE COMMENTSHANDOUT 4: SUMMARY OF POSITIVE COMMENTS

• Why do you think all of our good feedback has turned bad in the last few weeks ?• What has changed to cause our customers to complain about our service ?• Who is responsible for noticing potential problems ?• Who’s job is it to deal with potential problems• Who is accountable for customer complaints ? • What are the potential outcomes of this accountability ?• What harm can be caused to our business from 1 unhappy customer ?

QUESTION ?

WHAT CUSTOMER SERVICE ISSUES DID WE COVER AT THE RECENT STAFF

MEETING AND AT LAST WEEKS BAR STAFF MEETING ??

WHAT DID WE GET WRONGSERVICE

Uncleared plates and glasses on tables despite staff being available to clear them

Food debris left on table after glasses were clearedBar staff not noticing customer approach the bar, then making

customer walk to them at the far end of the barA group of customers asked for help with dessert order, bar staff said

they weren’t allowed to leave the bar forcing customers to come to them.

No-one clearing plates and asking customers if they wanted dessertsMenus removed at 9pm but no-one asked if they wanted desserts

Only white toast offered at breakfastNo jugs of milk brought to table for tea at breakfast

WHAT DID WE GET WRONGPRODUCT

Steak overcooked, poorly seasoned, looked re-heatedFood under cooked, often cold

Orders going out to tables at different timesItems being left off some mealsExcessive oil in some dishes

Poor presentationFood going out burnt

Lack of taste to Sunday lunchPoor quality steaks from suppliers

OUR STANDARDSCOMMUNICATION & INTERACTION

WE STAND UP AND GREET OUR CUSTOMERS.WE ASK “HOW CAN I HELP”

WE OFFER ASSISTANCE OR SUGGESTIONS REGARDING THEIR CHOICEWE WALK TO THEM AT THE BAR, NEVER THE OTHER WAY ROUNDWE SAY PLEASE AND ALWAYS THANK THEM FOR THEIR CUSTOM

WE LOOK AT OUR CUSTOMERS WHEN THEY SPEAK WE KEEP OUR CUSTOMERS INFORMED

WE OBSERVE AND SPOT ANY POTENTIAL ISSUESWHEN WE NOTICE A MEAL IS FINISHED WE REMOVE PLATES AND ASK IF

EVERYTHING WAS OK WITH THEIR MEALWE ASK IF CUSTOMERS WOULD LIKE DESSERT OR COFFEE

WE SAY GOODBYE, THANK YOU AND INFORM THEM ABOUT OUR CURRY NIGHTS / GRILL NIGHTS / 2 CAN DINE ETC

IF A CUSTOMER IS UNHAPPY WE PUT THINGS RIGHT AND APOLOGISEWE DO CHECK BACKS

OUR STANDARDSPROCEDURES

IF A TABLE ORDERS SEPERATELY WE INFORM KITCHEN TO AVOID DELAYSPLATES ARE CLEARED SHORTLY AFTER CUSTOMERS HAVE FINISHED EATING

WHEN NOT SERVING AT BAR STAFF MUST VISUALLY CHECK RESTAURANT REPLACING DIRTY BEERMATS, WIPING TABLES, CLEARING DEBRIS,

CHECKING FLOOR, CLEARING ANY GLASSES & CHECK BACKSBEFORE CLEARING MENUS AT END OF NIGHT CUSTOMERS MUST BE ASKED IF

THEY REQUIRE DESSERTS BEFORE THE KITCHEN CLOSESDO NOT TAKE FOOD TO A TABLE IF YOU FEEL IT’S NOT RIGHT. TELL THE CHEF

ONLY THE MANAGER OR ASSISTANT MANAGER HAS THE AUTHORITY TO CLOSE THE KITCHEN, DELAY FOOD ORDERS, ISSUE REFUNDS OR VOUCHERS,

ALLOW COMPLIMENTARY DRINKS OR FOOD, REPLACE A MEAL OR CHANGE SERVING TIMES

EVERY COMPLAINT MUST BE REPORTED TO MANAGER ON DUTY AND COMPLAINT INVESTIGATION FORM COMPLETED

IF THE BAR IS QUIET NOBODY SHOULD BE STOOD BEHIND IT IDLE OR CHATTING

OUR STANDARDSRECEPTION

WHEN A CUSTOMER APPROACHES THE DESK STAFF MUST STAND TO GREET THEM. NEVER DEAL WITH A CUSTOMER SITTING DOWN

EVERY DEPARTING GUEST MUST BE ASKED IF EVERYTHING WAS OK WITH THEIR ROOM

STAFF MUST NOT LEAN OVER RECEPTION DESK TO TALK TO PERSON ON DUTYPERSON ON RECEPTION MUST NOT SPEAK ACROSS ROOM TO ANOTHER

MEMBER OF STAFF AND VICE VERSA, WITHIN EARSHOT OF CUSTOMERSNO EATING OR DRINKING BEHIND RECEPTION DESK IN VIEW OF CUSTOMERS

SCRIPTS FOR TELEPHONE ANSWERING, ARRIVALS AND DEPARTURES MUST BE FOLLOWED EXACTLY.

TELEPHONE TAKES PRIORITYIF ITS DIRTY, SMEARED, OR MESSY AND YOU CAN SEE IT. CLEAN IT

IF YOU NEED TO SPEAK TO PERSON BEHIND RECEPTION AND A CUSTOMER APPROACHES, YOU MUST LEAVE THE AREA AND NOT STAND BACK WAITING

THE ONLY ACCEPTABLE CUSTOMER NAMES ARE “SIR, MADAM, MR OR MRS”

OUR STANDARDSKITCHEN

IF YOU ARE UNSURE ABOUT STANDARD OF A MEAL CONSULT A COLLEAGUE BEFORE SENDING IT OUT.

IF THE PRESENTATION OF A MEAL DOESN’T MEET SPEC STANDARDS IT’S NOT GOOD ENOUGH TO BE SERVED

IF A MEAL IS SENT BACK BY A CUSTOMER IT WILL BE REPLACED. ONLY THE MANAGER OR ASSISTANT MANAGER CAN DECIDE OTHERWISE

ALL COMPLAINTS ABOUT FOOD MUST BE ENTERED ON A COMPLAINT INVESTIGATION FORM FOR HEAD CHEF / ASSISTANT TO FOLLOW UP

EVERY DELIVERY MUST BE CHECKED FOR QUALITY AND REJECTED IF UNSUITABLE

FOOD RUNNERS AND OTHER STAFF TAKING FOOD OUT MUST NOT BE MADE TO FEEL UNCOMFORTABLE WHEN QUERYING FOOD STANDARDS

ANY CHANGE OR WITHDRAWAL OF A MENU ITEM HAS TO BE AGREED BY MANAGER OR ASSISTANT MANAGER

BREAKFAST STANDARDS

LIZ TO PRESENT:

PROCEDURES HANDOUT

IMPLEMENTING STANDARDS• STRUCTURE• ASSESSMENT• STAFF OBSERVATION SHEET• COMPLAINT INVESTIGATION FORM• REVIEW• TRAINING

PERFORMANCE REVIEWS• WHAT IS A PERFORMANCE REVIEW• WHAT DOES IT ASSESS• ACTION PLAN• RESPONSIBILITY• ACCOUNTABILITY• S.M.A.R.T. • ONGOING REVIEWS

CONCLUSION• ALL STAFF ISSUED COPIES OF HANDOUTS AND

COMPLAINT SUMMARIES• ALL STAFF ISSUED WITH EXAMPLE OF

OBSERVATION SHEET• ALL STAFF GIVEN COPY OF CUSTOMER SERVICE

STANDARDS PROCEDURES SHEETS• ALL STAFF TO SIGN SERVICE STANDARDS FORM

TO SHOW THAT THEY UNDERSTAND AND AGREE TO FOLLOW CUSTOMER SERVICE PROCEDURES

• IDENTIFY ANY TRAINING NEEDS. LIZ B (MENTOR)• TIMESCALE FOR REVIEWS AND PLANNED

OBSERVATIONS