Greetings & First Impressions
This is the first thing you should do when a customer enters the restaurant.
Greet the customer.
This skill means paying attention when someone is speaking.
Listening.
What is the first thing you should do when a customer is upset?
Stay calm and listen.
This role helps keep tables clean and ready for customers.
Busser.
The first step in Stop → Think → Act.
Stop.
Name one way to make a positive first impression.
Smile, say hello, make eye contact, or use a friendly tone.
Name one way to show professionalism.
Use polite language, stay calm, follow directions, be respectful.
True or False: It is okay to argue with an unhappy customer.
False.
This role keeps dishes clean and available for service.
Dishwasher.
A customer changes their order. What should you do?
Communicate the change and follow procedures.
True or False: Customers often decide how they feel about a restaurant within the first few minutes.
True.
If you do not know the answer to a customer's question, what should you do?
Ask a supervisor or find someone who can help.
Complete the sentence:
"I'm sorry ________."
that happened.
for the inconvenience.
you're experiencing that issue.
This role helps prepare food before it reaches customers.
Prep Cook.
You run out of supplies during service. What should you do?
Notify a supervisor and find a solution.
What are two things you can say when greeting a customer?
Examples:
Welcome!
Hello!
Good afternoon!
How can I help you today?
This soft skill helps employees work well with customers and coworkers.
Communication.
What should you do if a customer problem is beyond your responsibility?
Get help from a supervisor.
Name one way coworkers can support each other during a busy shift.
Offer help, communicate, share information, assist with tasks.
Name one way to stay calm during a busy shift.
Deep breathing, positive self-talk, focus on one task at a time.
Why is a positive first impression important?
It helps customers feel welcomed and valued.
Why is teamwork important in customer service?
It helps the restaurant run smoothly and creates a positive customer experience.
Name three things employees should do when helping an unhappy customer.
Stay calm, listen, apologize appropriately, offer help, involve a supervisor.
Why is every role important in a restaurant?
Every role contributes to customer satisfaction and restaurant success.
Why is problem-solving important in customer service?
It helps employees respond appropriately and keep service running smoothly.