Year 1 Chapter 10 Serving Your Guests

Quality customer service will most likely result in

• lower payroll

• higher turnover

• better customer loyalty

• increased marketing cost

When rival restaurants share similar menus and food quality, a competitive advantage can most easily be gained through

• creating a unique menu

• moving to a better location

• improving customer service

• underselling other operations

What is a helpful service tip for addressing the needs of parents with small children?

• Treat the children the same as the adults.

• Avoid going to the table unless necessary.

• Bringing out crayons and paper before service

• Serve children's food in take out containers.

What does a POS machine do?

• Compiles feedback from comment cards.

• Creates weekly shift and cleaning schedules.

• Lists acceptable substitutions for menu items.

• Sends orders into the kitchen from service stations.

What is the most immediate way to gather customer feedback?

• mailing surveys

• talking to diners

• holding focus groups

• distributing comment cards

Which service style is considered simple and inexpensive, but is not as frequently used as the others?

• French

• English

• Russian

• American

When seating people that are dining alone, the best policy is to:

• Seat them at the bar

• Ask them where they prefer to sit, in a quiet corner or bright lit table.

• Seat them by the kitchen.

• Ask them if they want to sit with someone else who is dining alone.

When handling a customer complaint over the phone, it is a good idea to ______so that you can develop a complete understanding of the caller's problem.

• smile

• hand up

• take notes

• speak effectively

The feeling that guests take with them from their experience with a restaurant is called

• service

• hospitality

• empathy

• satisfaction

Who provides the first impression in a restaurant in appearance, friendliness, and attentiveness?

• Chef

• Server

• Greeter

• Manager