7.

Problem Solving
According to a study, 60% of customer do not come back for repeat patronage becase they have been traumatized by
service staff who treat patronage because they have been traumatized by the service staff who treay themselves who
treat them rudeness. The rest gave their reasons like poor quality of food. What makes matyers worst is thatthe complaints
and corncerns aired by these customers fall on deaf ear, further aggravating their dissatisfaction with the service. This
situation could have been avoided if there is a problem solving mechanism thst attends effecient resolution of operational
problems and customers cocern.
The following measures can be a vehicle for effective problem solving.
• Creating a quality audit team to, monitor service defeciency through regular audit. This audit will focus on an
assessment of service against standard s performance against goals and targets. Identification anaksis of causes
variances and deviations with the end in view of arriving appropraite remedial measures.
• Conducting customers surveys and consolidating results for u discussion during the operation mertings.
• Making erring employees accountable forservice defeciences that result
• from their negligence or careless
• Creating a problem solving team ( which usually consist of section head) for the purpose of exploring and
implementing solutions to operational problem s
• Presenting audit reports and customers feedback during operations meeting with the problem solvong team
analizing the cause and arriving of corrective measures
• Monitoring the progress of the implementation of action plans.
8.Monitoring of Service
Consistent monitoring of production and delivery of service against standards performance
targets.
Monitoring maybe done by:
• Spot checks especially during busy hours like meal periods
• Documenting in a logbook all critical incidents, customers complaints comments and concern
• Recording abd comparing outlet performance against targets
Preparing and reviewing repirts and other documents like:
Sales attainment report
Cosumption report
Productivity report
Budget variance report
Inventory report etc.
9.PROFESSIONALISM
Procedures must be designed to conform to professional standards, consonant to what is
considered acceptable to the idustry and responsive customers expectations.
A professional service can be achieved by.
 Endorsing standards if grooming hygiene
 Establishing and enforcing code professional ethics for delay that the corresponding
sanction for non- compliance
 Strictly implementing servuce standards
 Training service persinnsl on the application of service precaution the standards.
The Personal Dimension of Service
To avoid apersonal touch in the service. the dining personnel should behave and deal with
customers in a courteous and polite manners. The following qualities must be cultivated to
project warm and gracious service.
Personalized Service
• Prompt and personalized response to guest's
needs and requests even going out one's way to
render sevice beyond the call duty
• Escorting guest's towards their table, getting them
seated, pouring drinks for them, serving them in
their tavles are smo g the personalized gestured
that make guest' s feel special and important.
2.ENTHUSIASM 3RESPECT
• Willingness and • Avoiding any statement that
eagerness in attending could hurt customers ego and
feeling being tactful diplomatic
to customers as inhandling objections,
projected in a pleasant complaints and problematic
facial expression and a guests.
smiling body language • Respect for guest's privact, no
eaves dropping nor indulging in
guest's coversation.
4.SMILING BODY LANGUAGE 5.OPENMINDNESS
• Demonstrating a pleasant • Receotivity and openess to
disposition through smile, comments and feedback no matter
how negative the comments are
eye contact and body
movements that are • Words of appreciation, rather than
expressive of warmth and irritstion ecpressed for comments
recieved especially if they are
friendly service sincerely meant to call one-s
• Refraining from unpleasant attention on service defeciences.
non- verbals like frowning • "Thank you fir calling our attentuon
faceshow of irritation about this matter".
sneering look etc.
6.NEED SATISFACTION
• Responding to customers need for
attention and recognition through, words
of appreciation, affirmation,
acknowlegment and empathy
• Alertness in responding to signals for
assistance recieved
• Knowing un advance what is needed
and having itprepared before hand
• Satisfying customers need for
information by relaying important
information like out of stock, service
policies extra exchange etc.
7.ATTENTIVENESS
• Immediate and prompt attention to
customers. Customers expected to be
approached immediately once they are
seated. They also want their request to be
promptly attended tobuy service staff.
• Undivided attention, focusing on the guest
concern and setting aside other matter
while attending tothe guest.
• Consider attention the service personnel
must always be on standby for additional
orders, request etc.
A. Need for Attention Appreciation
and Recognition
1.Greet the customer with a warm smile say"Good morning/evening "
2.Maintain eye to eye contact while talking to attending to customers.
3.Give customers promot undivided and consistent entertain
4.Get to kniw customers name. If they are regular customers. Have a guest book and seej custimers
to sign their names.
5. Do not descriminate for those who appear demmanding or irritating. Treat all customers
equality in term of attention and sercuce.
6. Show appreciation rather than irritation when customers that complaint"Thank you Sir for
eating. We appreciate your concern".
7.Never criticize or insult a customers as this will hurt his ego.
8.Never attempt to argue or prove the customers wrong.
"I understand your point Sir. But I wish to let you know that"
10.Never attempt to correct customers fir any mistaken words, improper use if equipment etc.
B. NEED for INFORMATION
• Be familiar with the company products facilities and services
• Inform the customer
• in advance of infomstion that are important for him to know.
• Never settle question with wit"I don't know "refers to the right or
deparment if not familiar with the item asked.
• " I wish to rather you to They have all theinformation about the
matter.
• Another approach is to call the cocerned deparment for the
information before responding for inquiry. Just a movement Sir.
Let me check with.
C. Need To Belong Be Accepted
1.Be friendly maintain gracious expression and smile when talking the customer.
2.Give every patron a warm greeting, with gracious smile.
"Good morning/evening Mr. ________
3.Welcome back areoeay patron
" Welcome back, weregladto see you again"
4.Make each guest feel very important, give him full attention be alert to respond to his
need s and console him with friendly gesturez when he is lonely or bored. Give extra
service beyond the
call duty
5.Get to know the guest preferences and favorites like favorite table dish drinks etc.
6.Be generous in expressing gracious remark like "Hope you enyjoy tour meal ir Have a
nice daySir"Please don't hesitate to call us should you need any thing"