Chapter 20 - Basics of Customer Service

People hired by an operation to visit and report on their experiences and impressions of a particular foodservice operation while posing as regular guests.

• mystery shopper

• undercover health department employee

• mystery diner agent

• FDI (food dining investigator)

Guests or employees who meet as a group to talk with managers about possible improvements in service or other areas.

• restaurant discussion group

• group discussion

• focus group

• round table discussion

Series of questions asked of guests to determine their level of satisfaction with an establishment. Involve more open ended questions.

• table check-in

• survey

• comment card

• focus group

Quick surveys that guests complete noting their level of satisfaction with the food and service at an establishment.

• focus group

• survey

• comment card

• table check-in

U.S. law that prohibits discrimination against individuals with disabilities in all places open to the public.

• American Disability Equality Act (ADEA)

• Equal Rights for the Disabled Act (ERDA)

• Nondiscriminatory Act of the Disabled (NAD)

• Americans with Disabilities Act (ADA)

Guests that are experiencing an operation for the first time and might be unfamiliar with the menu or any special touches that the particular operation offers.

• first time guests

• newbies

• noobs

• beginner guests

The thing that attracts a guest to one operation over another.

• competitive advancement

• competitive attraction

• friendly competition

• competitive advantage

The feeling that guests take with them from their dining experience.

• warm fuzzies

• good feelings

• hospitality

• service

Who is the person responsible for making sure a problem/complaint gets resolved?

• the first person to receive it

• the last person to receive it

• the manager

• the hostess

Who is one of the first persons that has the opportunity to make a great FIRST impression?

• the bartender

• the server

• the manager

• the hostess