Vinnytsa Tourism Development Project Customer Service in Restaurant Operations

Vinnytsa Tourism Development Project

Customer Service in Restaurant Operations

Vinnytsa Tourism Development

Agenda Project Overview Introductions and Expectations The Golden Rule What is Customer Service? Customer Needs?

Why is it Important to You? Foreign Tourist Expectations Communication with Customers

Paraphrasing, Types of Questions, Complaints, Difficult Customers

Practice Exercises Staff Self Evaluations, Wrap Up Exercises


Project Overview New Vinnytsa tourism website:

www.vinnytsatourism.com.ua

2007 tourism calendar: release on 01.12.2006

Customer service training: hotel and restaurant staff

Menu and service list translations

Tour guide training: employment opportunities for English-

speaking youth, development of day tour packages

Funding by USAID Small Project Assistance Program, United

States Embassy

Supported by the Vinnytsa City Administration


Introductions Sandra Jacobs, M.B.A.

Economic Development Project, United States Peace Corps

Business and NGO Consultant Sophia Gorobets

Project Manager, Youth Center Forum NGO, Vinnytsia Tourism Development

Participant Introductions Name Where do you work? What type of work?


Expectations

Why are you here? What do you want to learn today? What will not be included in the

seminar? What should you know at the end of

this class? (Handout)


The Golden Rule

Treat others as you want them to treat you.


What is Customer Service? Any contact between the customer and the business that

causes the customer to feel positive, neutral or negative about the business. Customer service is more than just pleasantly greeting the customer. Customer service is everything you need to satisfy your customers, including the following elements.

Waiting on the customer Maintaining reasonable inventory levels Maintaining satisfactory working hours Effective presentation of merchandise, including

store cleanliness and attractiveness Having the necessary information to help the

customer make a good buying decision Handling customer complaints


A Successful Introduction As small as a smile Meeting customers needs

Welcome Comfortable Appreciated Respected Timely service Honest

Under promise, Over deliver


Why is Customer Service Important to You? In a free-market economy, the customer has a

choice of where to buy a product or service There are many businesses selling the same or

similar products or services at similar prices A business or shop offering good customer

service has a better chance to get the business Good service attracts new customers Good service brings repeat business Foreign tourists like to tip for good customer

service in restaurants!


Foreign Tourists Expectations

Attractive clean business entrance and interior

Clean bathrooms with soap, paper towels or hand dryer and toilet paper

Staff with knowledge of foreign languages

English Menu (international standard)


Foreign Tourists Expectations

A well trained staff Reservation procedures Hostess, waitress Uniforms and nametags Knowledge of common requests

Little Extras (this makes them happy) Complimentary glass of wine Free dessert if birthday or anniversary A candy or mint with the check

Case Study: Foreign Tourists


Communication Active listening is a fundamental part of

customer service. Let’s try a communication quiz!

Open vs. Closed Questions: Closed: Usually Yes or No questions

Do you want the fish? Do you want coffee? The check?

Open: Begin with Who? What? Where? Why? How? What would you like to order? How is your meal so far? What else can I get you this evening?

Handout: Keep it Flowing!


Paraphrasing A concise response where you restate what the customer

said in your own words In the service relationship, checking your interpretation

is especially important since the actions you will take will be based on your understanding of the need.

There are three situations when paraphrasing is particularly helpful:1. When the customer's statement is ambiguous or

particularly complex,2. When the customer gives you a list of numbers or items, 3. When you want to impress upon the speaker that you

understand his or her message.


Communication The power of non verbal

communication: Face to Face – What % is important?

Words Tone of Voice Body Language

Phone Conversations – What % is important? Tone of Voice Words


Customer Complaints Why don’t customers complain?

Won’t make a difference, too much bother, embarrassed, afraid, too much time

If 2 people actually complain about something, in most cases 26 people actually have an issue

Only 4% of customers actually complain to management over bad customer service, but this does not mean they are happy

Remember the 10/2 rule: If a customer has a bad service experience, he or she will

tell 10 people. However, he or she will only tell 2 people if they have a good service experience.

Most interesting, if a customer has a bad experience that is corrected and turned into a good experience, they will tell 15 people.


Handling Difficult Customers The most important thing to remember when dealing

with difficult customers is: the customer is “almost” always right.

The manner in which you deal with a difficult customer will reflect how you value your customers. Doing this right is a sign of a well-trained and well-managed business.

5 steps to dealing with difficult customers:1. Allow the customer to vent2. Empathize with the customer3. Problem solve with the customer4. Agree to a solution with the customer5. Follow up with the customer to ensure resolution


Practice and Discussion

Case Study: It’s Your Restaurant-Cafe Follow up Questions


Self Evaluations

Self Evaluation Tool: Appearance Scheduling Attitude and Professionalism Job Performance

Restaurant Evaluation Tool: Food Service Kitchen After Thoughts


Wrap Up

Handout: What are three things you learned as a

result of attending this seminar? What are three things that I will do

differently when I get back to my job?


Business Consulting Opportunity

Through April 2007, Sandra and Eric Jacobs can provide an objective, experiential analysis of your current service levels, including recommendations for improvement and assistance with listing on English-language websites.

Cost will be 100 hrv. donation to Youth Center Forum NGO, plus cost of meal.

Contact Sophia Gorobets for additional information.

Also available upon request are English phrase classes (fee-based)


Vinnytsa Tourism Development Project

Thank you for your time and participation today!

We wish you success with future business management!

For additional information on any Vinnytsa Tourism Development project activities, contact Sophia Gorobets at 8-095-395-5993, 56-01-53, 54-07-86

Documents

Vinnytsa Tourism Development Project Customer Service in Restaurant Operations