Michigan State University Extension
Tourism Educational Materials - 33320021
06/06/02
Customer Service -- Sales and Hospitality
Source: Wisconsin
Author: Mennes, Mary
ID: C2737
Format: Full Text
Year: 1976
Restaurant customers look forward to a delicious meal
served by a friendly, efficient staff in attractive and
comfortable surroundings. If they get what they expect,
they'll return and tell others about it, too.
It takes a professional to serve customers well. Job
knowledge, appearance, teamwork and hospitality are
important aspects of quality service. The difficult task
is understanding that every person is different, and that
dealing with the needs of people in a service industry is
a real challenge.
KNOW YOUR JOB
1. Every regular customer was once a stranger. Help
customers feel at home through excellent service.
2. A friendly smile says, "Hello-we're glad you're here."
3. Know the menu. Be very familiar with your restaurant's
specialties so you can make suggestions if asked. Know
food ingredients and how dishes are prepared. Pronounce
menu terms correctly.
4. Take orders carefully and completely so you know who
ordered what. If a menu item is not available suggest a
substitute before the customer orders. Know your
employer's policy on substitutions, children's portions,
or special requests.
5. Set tables correctly and neatly. Keep the supply
station and your area clean and orderly. Remove soiled
dishes quickly and carefully.
6. Use a tray or cart to save steps in serving and to
prevent delays at the table.
7. Be sure food is attractive and served at the right
temperature -hot foods hot, and cold foods cold. Check
orders carefully before you get to the customer's table.
8. Check back to see it customers want additional service
during the meal. Serve beverage orders at the right time-
milk, soft drinks or iced tea or coffee with the meal, hot
coffee when the customer wants it.
9. Be courteous even with difficult customers. Don't let
yourself get angry. You may lose a customer as well as the
argument. Handle complaints immediately-the management can
help you keep the customer happy by dealing with
complaints promptly.
10. Have a suggestion ready at dessert time instead of
simply asking, "Do you want anything else?" Use a positive
approach--"We have some delicious desserts..."
11. Check to see if customers want separate checks or just
one. Don't keep them waiting for the check.
PRACTICE CLEANLINESS AND SAFETY
1. Foodborne illnesses, like accidents. are preventable.
Good personal habits are essential and easy to practice.
2. Wear clean, washable uniforms. designed for comfort and
easy care.
3. Keep hair clean and under control.
4. Avoid fatigue and accidents by wearing comfortable,
well-fitted shoes.
5. Well-kept hands, short fingernails, and frequent
handwashing help prevent spread of bacteria to food.
6. It you are ill, don't work. Inform your supervisor and
get medical attention if needed.
7. Use tongs, forks or other utensils to pick up ice
cubes, rolls and other food items.
8. Pick up clean or soiled glasses and cups by their
bases.
9. Pick up clean or soiled flatware by the handles, and
clean or soiled dishes by the edges.
10. The "No Smoking" rule applies when you are serving
food.
11. Clean washable counter and table tops using a clean
cloth rinsed in a sanitizing solution.
TEAMWORK
1. Be on time for work. Don't expect others to carry your
job too. If you must be absent, call in as early as
possible and help the manager find a replacement for you.
2. Assume responsibility for your share of the side work
and do your part without complaining. Take directions
quickly and pleasantly.
3. Be courteous to the food preparation staff. Be sure
your orders can be easily read and are placed correctly.
4. Cooperate with and be considerate of fellow workers.
Lend a helping hand to others if their work has piled up.
5. The customer comes first-don't let conversations with
fellow workers interfere with service.
6. Be loyal to your employer and fellow workers.
7. Comply with work rules and policies of the employer.
THE COMMUNITY
1. You may be the customer's first contact in your
community. Be able to answer the guest's questions and
help get the information if you can't answer all
questions.
2. Visit local attractions and be able to tell your
customers about them. Learn the interesting history and
legends of the area.
3. Keep up with special events in the area.
4. Learn how to give accurate directions.
5. Know general information about your community services,
businesses and industry.
6. Create an atmosphere so pleasant that every visitor
will want to stay longer in your area and will return
again to your restaurant.
Contact your county Extension office for additional
assistance in this area of restaurant management.
This publication is revised.
Mary Mennes is professor of food science, College of
Agricultural and Life Sciences, University of Wisconsin-
Madison and food administration specialist, University of
Wisconsin-Extension.
JANUARY 1976
University of Wisconsin-Extension. Gale L. Vandeberg,
director, in cooperation with the United States Department
of Agriculture and Wisconsin counties, Publishes this
information to further the purpose of the May 8 and June
30, 1914 Acts of Congress; and provides equal
opportunities in employment and programming. This
publication is available to Wisconsin residents from
county Extension agents. It's available to out-of-state
purchasers from Agricultural Bulletin Building 1535
Observatory Drive, Madison, Wisconsin 53706. Editors,
before publicizing. should contact the Agricultural
Bulletin Building to determine its availability. Order by
serial number and title; Payment should include price plus
postage.
C2737 Customer Service-Sales and Hospitality
This information is for educational purposes only. References
to commercial products or trade names does not imply
endorsement by MSU Extension or bias against those not
mentioned. This information becomes public property upon
publication and may be printed verbatim with credit to MSU
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