The Chick-fil-a Way
What is the primary goal of customer service?
Ensure customer satisfaction
Which of the following is most important when greeting a customer? Avoid eye contact, speak quietly, smile and be friendly, ignore them until they speak
Smile and be friendly
When speaking with customers your tone of voice should be:
Calm and polite
Which is not a good way to handle a customer complaint? Listen carefully, apologize sincerly, argue because you're right, offer a solution
Argue because you're right
Which is a example of cultural respect? Making jokes about accents/imitating, ignoring dietary needs/restrictions, avoiding stereotypes, refusing service
Avoiding stereotypes
What does "hospitality" mean? Serving food fast, cooking without mistakes, making guests feel welcome, charging extra fees
Making guests feel welcome
Good customer service starts with: fast cooking, positive attitude, clean uniforms, loud voices
Positive attitude
Active listening means:
Nodding and asking questions
What is the first step to sesolving a complaint? Offer free food, call the manager immediately, tell the complainer they're wrong, listen and understand the problem
Listen and understand the problem...that is how you will be able to resolve the issue
What must be done after completing each prep task to reduce the risk of cross contamination?
Surfaces must be cleaned and sanitized
Which phrase is polite? Hurry up, What do you want, We're too busy, How may I assist you today
How may I assist you?
Which is an ecample of teamwork in customer service? Helping a teammate serve a large table, ignore them and look out for yourself, complaining together about tasks, refusing to share duties since you did your work
Helping a teammate serve a large table
Why is listening important in customer service? It increases cooking mistakes, it helps you understand customer needs, it makes the menu shorter, it takes more time
It helps you understand customer needs...so you can exceed them!
If a customer is rude you should: Tell them to leave, ignore them until they calm down, stay professional and calm, be rude back
Stay professional and calm...any of the other answers will escalate the situation
What is an example of initiative? Waiting for instructions, complaining about tasks, helping without being asked/told, ignoring problems
Helping without being asked to do so
Which is the best response to a wrong order? Thats what you ordered, I'll fix that right away, It's not my fault, You should've checked
I'll fix that right away!
Why is it important to follow up with customers during their meal?
To ensure they are enjoying their experience...it gives you an opportunity to fix any issues
What is the temperature range of the Danger Zone?
41° F to 135° F
Why is personal hygiene important in customer service? It makes food taste better, it prevents foodborne illness, it speeds up service, it reduces menu prices
It prevents foodborne illness
What is the best way to handle a long wait time? Say nothing, apologize and give updates, tell the customer to be patient, avoid eye contact
Apologixe and give updates
Which is an example of poor customer service? Smiling at guests, ignoring complaints, explaining menu items, thanking customers
Ignoring complaints...this leads to bad reviews which can be exceptionally harmful to a business's success
What is an example of positive body language?
Smiling
Eye contact
When explaining menu items you should: Use complicated terms, speak fast, avoid answering questions, use clear language
Use clear language...so any customer would understand what you are explaining.
What is one way you should never thaw food?
At room temperature...keep it cold or make it hot, but keep it out of the Danger Zone
Why is the first impression of a business important? Pay raises for employees are dependent on it, customers opinions are easy to change so it's not important, it affects the taste of the food, customers form good/bad opinions quickly
Customers form opinions, good or bad, quickly