APC CERTI3. 2 term ASSESSMENT customer service
- 최초 등록일
- 2013.07.18
- 최종 저작일
- 2012.09
- 9페이지/
MS 워드
- 가격 1,000원
목차
1. Customer service standard
2. Objectives of this customer service manual
3. Who are responsible for customer service : Everybody who works there
4. Roles & responsibilities of each of the above staff in ensuring great customer service
5. Do’ & Don’ts
6. Booking system
7. Handling customer complaints
8. Customer complaint & Feedback form
9. Legislation Affecting Customer Service
10. reference
본문내용
N.H restaurant, we need to make sure that we’re offering the food and service our customers want, and value. Part of this is making sure we have the right systems in place. Always check the customer’s complaint. Customer service standards are central to this effort.
Customer service training is not a one-time event. It is an on-going effort, a consistent program of teaching the basic principles, reinforcing what has been taught, and evaluating employees according to the standards. Also to customer receive offering fast service, friendly, caring.
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c. Chef
* Keep kitchen clean at all times.
* Think ahead and continue to stock all foods in order to be ready for business.
* Check all supplies to be full and ready (especially dairy).
* Never leave dirty towels in customer view and change dirty rags for clean ones regularly.
* Always tell cashier or manager if you will leave the kitchen to work at storeroom or go to the bathroom etc.
* Always check printer for tickets immediately when you return.
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8. Legislation Affecting Customer Service
Customer Rights
• Fair Trading
• Workplace Health and Safety
• Anti-discrimination
• Equal opportunity
• Contract law
• Protection from violence and bullying
• Training legislation and standards
참고 자료
http://www.google.com/search?q=customer+complaint+format&hl=ko&rlz=1R2LGEL_koAU421&biw=1786&bih=777&prmd=ivns&source=lnms&tbm=isch&ei=4kVTTpfBC5HTiALgsIH2DA&sa=X&oi=mode_link&ct=mode&cd=2&ved=0CA8Q_AUoAQ
http://edis.ifas.ufl.edu/hr005
