BASIC CUSTOMER

SERVICE
BY: TJ TIJAM
remember always:

You never
get a second chance
to

create a
positive first
impression
 WHAT IS QUALITY
CUSTOMER SERVICE
(QCS) ?

1.Is attending to the customer’s needs

2.Is an attitude on the part of the employee to
make the customer feel important, their
competence, interest, care, enthusiasm, and
spontaneity.
3.Is seeing each customer-contact as an
opportunity to show an appreciation to the
customer by making the experience better
than what the customer would normally
experience with someone else.
SERVICES are the substance that organizations
and companies offer to their customer, whereas,
SERVICE is the quality measure of how an
organization or a company delivers the
substance. It is the:

ATTITUDE ENTHUSIASM
KNOWLEDGE RESPONSIVENESS
CARE CONCERN
HELPFULNESS COURTESY
RELIABILITY EXPERTISE
 Dimensions of
QCS

There are 2 dimensions of QCS, both are

critical to the delivery of quality customer
service.
PROFESSIONAL includes the established
systems, policies and procedures to deliver the
service or product

PERSONAL involves the attitudes, behavior and

verbal skills of the service provider when
interacting with the customer.
 VALUE OF
QCS
Looking at customer service as a corporate value,
people in an organization must at all times
consider the ff:

1.Customers are people, not statistics, and should

be treated with respect.
2.Management trusts its front-line people
3.Management gives its front-line people the
responsibility to solve customer’s problems, to
have judgment and use it.
4.Customers should come first before the rules
5.Employees should fulfill the customer needs
6.Giving service does not mean you are
subservient. Be proud and be professional about
what you do.
THE ONLY THING THAT
CANNOT BE COPIED BY
ANOTHER COMPANY IS

THE COMPETENCE,
COMMITMENT AND THE
ENTHUSIASM OF THE
WORKFORCE.
  
4 STEPS OF QCS
STEP 1.
SEND A POSITIVE ATTITUDE TO OTHERS

You can send a positive attitude towards customers

through:
Your appearance; grooming
Use of body language
The sound and pitch of your voice
Use of the telephone
Your energy level; enthusiasm during the interaction
  
4 STEPS OF QCS
STEP 2.
IDENTIFY YOUR CUSTOMER’S
NEEDS
You can identify the needs of your
customers by:
Understanding their human needs
Knowing their time requirements
Anticipating the needs in advance
Being able to “read” your customers
Practicing skillful listening
Obtaining feedback
  
4 STEPS OF QCS
STEP 3.
PROVIDE FOR THE NEEDS OF
THE CUSTOMERS
When dealing with customers:
Show them that you understand
them
Make them feel welcome
Make them feel important
Make them feel comfortable
Be prepared to do additional work
for their unexpected needs
  
4 STEPS OF QCS
STEP 4.
MAKE SURE YOUR
CUSTOMERS RETURN

To ensure that your customer’s return,

you have to:
Act on complaints
Go the extra mile when giving service
What does Customer Service in
Restaurant mean?

Customer Service is an effort to exercise in

our outlet to fulfill the Guest needs (Service,
Product, Environment) with the intention to
provide unforgettable dining experience
 Why Customer Service is
important?
 To build a good rapport
with the Guest
 As an interaction tools
toward Guest and among
staff.
 To build good Reputation
and Image of the
Company.
 Gaining trust from the
Guest toward our product
and service.
 Make up the Guest as our
loyal business partners
High quality Food and beverage will be
worthless without sincere service.
Why do we occasionally fail in
implementing Customer Service?

Lets write it Down…..

“ This is because there is no Sincerity in doing
our job.”
 3 important factors in Customer
Service

• Consistency

• Attention to detail

• Personalized Serviced
 BASIC STEPS TO SCORE
SUCCESS WITH CUSTOMERS
 Transmit a POSITIVE ATTITUDE

 Identify Special Needs

 Provide For These Needs

 Sell Yourself and Your Service Well

Attention to detail
 Looking after for the need of the Guest who come to
our restaurant.
 Knowing the character of Guest.
 Treat the Guest equally regardless seeing their race,
appearance, gender, social; status, background,
religion,etc.
 Always trying to deliver assistance when it’s needed.
 Have capability to give suggestion toward food and
beverage ordered by the Guest.
 Being knowledgeable of all the product.
Consistency
 Keep maintaining food and beverage presentation,
portion, standard recipies and its cleanliness
consistently.

 Wide knowledge of Food and Beverage in particular.

 Friendly, polite, and professional service.

 Building up good rapport with the Guest consistently.

Personalized Service
 Consistently provide a warm smile and greeting in any
condition.
 B e familiar with the Guest name and recognize their
preference.
 Propose kind assistance and always recommending of each
product.
 Maintaining positive attitude and behavior professionally.
 Ask for the name of the new Guest.
 Express exit greeting constantly.
 Exceeding the Guest needs before it is being asked.
HOW DO WE RECOGNIZE OUR
GUEST?

By putting our
self into their
‘shoes-
What do we have to know from
our Guest?

 Understanding of their time of

visiting our store.
 Understanding of their time to
be taken care of nicely in our
restaurant.
 Understanding of their behavior
of being selective, picky, or
choosy.
 Understanding of their rush time.
 Understanding the need of being
taken care, to listen their point of
view.
 Understand their need to be
considered as Very Important
Person.
 Every Guest is an asset to our
business.

 Maintaining loyal Guest is

Thing to remember: more difficult rather than
having new one.
IMPORTANCE & VALUE OF
CONSISTENT CUSTOMER
SERVICE
 
CUSTOMER HAVE COME TO EXPECT QUALITY SERVICE
Today’s customers are educated; more experienced and expect more than they 
did twenty years ago. Customers anticipate quality customer service as a 
matter of course. If they don’t receive it, they don’t come back.

COMPETITION DEMANDS QUALITY SERVICE 

There are more choices today than ever before. To survive, most 
establishments strive to provide quality service in a clean environment. The 
primary factor that separates the most successful establishments from the 
others is SERVICE. Quality customer service provides the competitive edge.
 
QUALITY SERVICE IS THE KEY TO BUSINESS SUCCESS
This all boils down to the fact that your establishment has to EXCEL in service 
in order to build a strong and loyal customer base. In the final analysis, it is your 
customer that pays your wages. Without customers there would be business 
and no job. Quality customer service is indeed, the key to business success.
Sell Yourself and Your Service
Well
SELLING YOURSELF SELLING YOUR
You sell yourself by making PRODUCTS
a good impression. How You sell your products by:
well you impress Expanding your
customers depends on:
customer’s awareness of
 Your physical appearance
what is available
and persona; grooming
Monitoring the FEATURES
habits
of your products
 Your body language
Explaining the BENEFITS
 The tone of your voice
of your products
 Your choice of words
Asking for the order
 Explaining the BENEFITS
Completing the
of your products
customer’s choice
 Asking for the order
 Completing the
customer’s choice
 COMMUNICATION
Providing good service requires you
to be able to communicate clearly
not, only with guest but with your co-
workers as well.

 Clear communications occurs when

the message SENT is the same as the
message RECEIVED. Being a
successful sender is not always easy;
being a successful receiver is even
more difficult.
HANDLING CUSTOMER
COMPLAINTS
H - Hear the customer out

E - Emphasize with him

A - Apologize

T - Take action

*always take the HEAT

NEVER….. NEVER……
NEVER….
A - Argue

C - Criticize

I - Ignore

C -Challenge
 Provide for the Needs
FIVE BASIC NEEDS: 
1)Need for personal attention

2)Need to feel comfortable and

relaxed

3)Need to belong

4)Need to feel important

5)Need to be recognized
10 Major Don’ts (and Do’s) of
Customer Service
Instead of : “I don’t know.” Say: “I’ll find out.”
 Go the extra mile. Find the answers to the question

Instead of : “No.” Say: “What I can do is…”

 Show to the customer that you are taking a problem-solving approach to
the problem
Instead of : “That’s not my job.” Say: “This is who can help
you…”
 Be a catalyst; help him solve the problem

Instead of: “You’re right – This stinks.” Say: “I understand your

frustration
 Do not make the matter worse. Empathize with him. It shows care and
concern without agreeing with him.
Instead of : “That’s not my fault.” Say: “Let’s see what we can
do about this.”
 You can solve the problem faster and without stress if you resist the urge
to defend yourself
Insetad of: “You need to talk to my manager.” Say: “I can help
you”
 Focus on what you can do to help him. You will become a service hero to
the customer’s eye.
 Do’s) of Customer
Service
“You want it by when?” Say: “I’ll try my best.”
 Make them realize that you know how important their deadline is and
you will try your best to meet it. Don’t promise something with the hope
that you can deliver

“Calm down.” Say: “I’m sorry.”

 Apologizing means that you are sorry for what had happened and for
the unpleasant predicament he had been. It does not mean that you are
admitting guilt or agreeing with the customer’s point of view

“I’m busy right now” Say: “I’ll be with you in a moment.”

 Let’s your customer know that you are aware of their presence and you
will attend to them the moment you are available.
“Call me back.” Say: “I will call you back.”
 Be pro-active; take the initiative to call the customer back as soon as
you have solved the problem.
 REMEMBER !
Satisfying the customer is not enough.

We need to give more than what they

expect and add value to the
customer’s experience in unique
ways.

 Their positive experience will create

positive stories for our company.
 principles in implementing
Customer Service
 Be polite all the times and make smile as the core
part of your life.
 Never ignore the Guest.
 Being friendly and nice, while continually greet the
Guest warmly.
 Being a good listener and look after the Guest
needs persistenly.
 Put a high respect toward our Guest.
 Anticipate Guest needs quickly and in a proper way.
 Consistently maintain service, product, and
environment based on high quality standard.
 Be Honest.
 Maintaining body language and warm tone of
voicen professionally.
 Things to be performed :
 Warmly smile.
 Remembering the
Guest name.
 Knowledgeable
 Attentive
 Flexible
 Polite and friendly
 Greeting
 Consistent
 Care
 Enthusiastic
 Honest
 Sincere
Things are not allowed
 Ignorance and careless
 Passive
 Depreciate
 Negative thinking
 Unfriendly
 Inattentive/ negligent
 Self-centeredness
 Discriminative
 Rude
 REMEMBER:

You never
get a second chance
to

create a
positive first
impression
 Things to remember:
Implementing Customer Service is not as
difficult as we imagine

Put value on our own

job and efforts,
doing it sincerely
from our heart and
there would be a
satisfaction within
ours
GOOD LUCK
&
Thank You