Customer Services

Quality customer service will most likely result in

• lower payroll

• higher turnover

• better guest loyalty

• increase marketing cost

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

• Creating a unique Menu

• Moving to a better location

• Improving customer services

• underselling other operations

An operation ensures that the facility's exterior is spotless and well-kept, and the staff frequently rehearses the restaurant's greeting script. What is the most likely outcome of this operation's efforts?

• Table service will become slower but more thorough.

• Staff turnover will increase due to the requirements of the script

• The guest will have a positive first impression of the operation.

• Profits will decrease because of the cost of maintaining the exterior of the facility

Servers will help to create a positive first impression by wearing

• A clean, ironed uniform

• Brightly polished jewelry

• Expensive, strong perfume.

• a hat or head covering for sanitary purposes

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

• Treat the children the same as adults

• Avoid going to the tables unless is necessary

• Bring out crayons and paper before services

• Serve children's food in take-out containers

What are mystery shoppers?

• Repeat guest who frequently complete comment cards

• Guest who report a positive dining experience but never return

• Anonymous diners hired by an operation to critique the service

• Guest appreciation programs that are run during the holidays

What is the most immediate way to gather guest feedback?

• Mailing surveys

• Talking to dinners

• Holding focus groups

• Distributing comment cards

When handling guest complaints, the first thing you should do is

• Walk away from the table

• Listen to the guest to understand the issue

• Give the guest a free dessert no matter what

• Get another server or manager to handle the problem

A first impression can be defined as

• The first taste of any of the food or beverage served at a restaurant

• The first time people search for a restaurant online

• The feeling someone gets when ordering a dish

• The strongest feelings that someone gets from an event, a location, or a person.

Which action should you NOT take when handling a guest complaint?

• Treat the guest with the respect

• Listen to what the guest is saying

• Become offensive and get angry

• Be patient