Standards of Service

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  • Created by: BecsaBabe
  • Created on: 04-06-14 20:11
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  • Standards of Service
    • Acceptable service standards when...
      • presenting bills
      • dealing with complaints
      • responding to enquiries
      • meeting, greeting and saying goodbye
      • in the reception, front of house, food service
    • Customer Care
      • attitude
      • appearance
      • manner
      • body language
      • voice
    • If a customer complains...
      • apologise
      • tell them you will deal with it
      • take their details
      • pass on information to your boss
      • go back and tell the customer it is being dealt with
    • How a manager should handle a complaint...
      • find out the details
      • speak to the member of staff concerned
      • explain to the customer what happened
      • offer compensation
      • apologise
      • Offer the staff member training to prevent another complaint


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