SEVEN STEPS OF GREAT SERVICE -CCD

[vikram chawla]

SEVEN STEPS OF GREAT SERVICE


WELCOME THE CUSTOMER Acknowledge customers presence at the café. A smile goes a long way. That is guaranteed.


Open the door to receive a customer and greet him courteously with a smile
Meeting, greeting and seating the customer in a warm and friendly manner sets the ball rolling for the service that follows.
Check whether the customer wants a takeaway or wishes to be seated at the café
Take his preference if possible and direct him to available vacant tables. Request the customers to be seated and introduce self.


2. TAKE THE ORDER and PRESENT THE BILL
A confident demeanor and good menu knowledge will helps to assist the customer to his satisfaction

Hand over the menu to the customer and if not ready return to take the order in a few minutes
Help the customer choose the right coffee or food by explaining in detail the attributes of the product. It is important that special products, add-ons and combos of food and beverages are recommended to the customers. Suggestive selling helps the customers to make a better choice of the products.
When the customer is ready to give the order, handheld terminals are used. “SELL” amongst user functions is chosen along with the table number and the number of people to take an order.
Check if the customer is the café citizen ,if not, enroll the customer in the café citizen program
Inform customers at what time they should expect order to be served. For e.g. “order will be served in 10 minutes. Sir”
Print the order confirmation cum bill and place it in the folder on the table.


TIP Use of one liner terminology to describe product and its benefits to the customer.


3. SALVER SERVICE
Serve the customer at the promised time and know the products that are to be served. Pride in products will enhance the customers’ confidence in the brand.

readied products are arranged on a salver
Food is first served and the cold coffee, hot coffee or other beverages. However customer preference is checked. For e.g. “Can I serve the food items first, Sir or would you like everything to be served together?”
In case of no specific customer preference food is served first followed by coffee/ beverages.
The name of the product is announced while serving
Should remember who ordered which coffee / food in case of a group and serve the items accordingly
If there are four people gathered at a table, then coffee is brought two at a time. Else, if all four are brought together, the first two will not retain their temperatures.
In case there are any delays after announcing the time of service, the customer is informed of the delay.


TIP Ensuring that all the mandatory accompaniments with the food and beverages like sauces, cutlery, napkins etc. are served.





4. VERBAL FEEDBACK and REPEAT ORDER
A feedback on existing service helps you improve performance in future. Also, the customer will feel more valued and important.


Keep an eye on the tables in allocated section
Check with the customer if they would like some more coffee , snacks or desserts
Interact with as many as customers as possible and get their feedback on the service and product. For e.g. “Hope you liked the coffee Sir! I hope you found the service friendly and prompt. Is there any way we can improve our quality of coffee, food or service”.


TIP Ensuring that a feedback is asked for. In most cases the customer will surely give his comments.


5. CLEARANCE
Prompt clearance of the tables ensures that customers find the café seating area clean, hygienic and presentable when they are seated at the tables


Clearance should be very prompt
Clear empty plates, cups and soiled napkins from the table using a salver
Ensure that the surface and edges of the table is wiped with assigned scrubber. Use a spray gun to dampen the table with a cleaning agent prior to wiping the table.



6. BILL SETTLEMENT and CUSTOMER FEEDBACK

MAKE THE POST SERVICE WAITING PERIOD EASY and FAST FOR THE CUSTOMER


When the customer is ready to leave the bill amount is checked on the handheld terminal and told the overall amount payable
Once the customer places the cash, the bill folder is removed immediately from the table and the transaction cleared promptly.
The customer is requested to fill up the comment card. “I would be delighted if you could kindly fill up our customer comment/ feedback form while I return with the change, Sir!”
The exact change is presented to the customer and comment card collected.
In case of any negative comment, the situation is tackled before the customer leaves the café. Good comments are acknowledged too.


7. PARTING REMARKS
The customers are shown that they are valued and that they should return. A pleasant parting remark ensures that customer comes back to café


Customers are thanked for choosing CCD and that it was a delight serving them. “Thank you for choosing CAFÉ COFFEE DAY, Sir! It has been a pleasure having you over.”


TIP It is not what you say, but how you say it!

[ashish.khangar]

thank you very much for the project. it would be really a good help.