lesson 3

• Customers' Needs


  • Physiological Needs
  • Economic Needs
  • Social Needs
  • Psychological Needs
  • Convenience
• Physiological Needs


  Sleep, water, and shelter
• Economic Needs


  Needs based on the value of money, such as size and portion
• Social Needs


  Feeling of belonging, which is achieved through the service
• Psychological Needs


  Self-esteem needs, prestige and fulfilling
• Convenience


  Eating out or buying
• Factors Affecting Customers' Meal Experience

  • Food and beverages offered in the menu
  • Service quality
  • Level of cleanliness and hygiene
  • Perceived value for money and price
  • Atmosphere and ambiance
• Food and beverages offered in the menu

  • Quality of the food and beverages, range of menu options, variety of food and drinks offered, availability, and flexibility for special orders
• SERVQUAL


  A framework for measuring service quality with 5 dimensions: Reliability, Assurance, Tangible, Empathy, Responsiveness
• Reliability


  • Performing the promised service to the customers
• Assurance


  • Conveying confidence and portraying that the organization is trusted for its service
• Tangible


  • Referring to aesthetics, such as the physical facilities, atmosphere, service staff, and the like
• Empathy


  • The staff establishing empathy to show care and providing individualized attention to customers
• Responsiveness


  • Providing prompt service and willingness to help guests, anticipating customer needs
• Level of cleanliness and hygiene

  • The premises and equipment used are expected to be clean
• Perceived value for money and price

  • The money spent must be appropriate to the quality of food, service types, and ambiance provided
• Atmosphere and ambiance


  • The design, decor, lighting, and furnishing must be appropriate to the theme of the restaurant
• What Is Customer Service?

  • Assistance given to customers

  Allocating an amount of attention to details
• Service level


  • The intensity or the limitations in the person's ability to give the attention expected and required in operation to customers
• Service availability


  • Based on what was agreed upon at the onset, staff must inform customers about available foods and drinks, policies, and the like
• Level of standard


  • The quality of food and drinks, decor and ambiance, equipment and tools used, and staff professionalism level must be appropriate to the establishment's standard level
• Service reliability


  • The extent of consistency of the product and services offered, such as consistency with the taste and service
• Service flexibility


  • The extent to which alternatives are made available and to which there can be variations and alterations in the standard products that can be offered
• Handling Customer Complaints


  • Listen attentively
  • Empathize and apologize
  • Take action
  • Make a follow-up
  • Record facts and details of the complaint
• Develop Complaint-handling Policy


  • Helps staff know what to do when customer complaints occur, handled fairly, timely, and efficiently
• Qualities of Good F&B Service Personnel

  • Good personal hygiene and grooming
  • Good manners and right conduct
  • Complaint handling
  • Attentiveness
  • Good sense of responsibility
  • Punctuality
  • Memory and anticipation
  • Technical skills and knowledge
  • Local knowledge
  • Sales and marketing skills