Service Skills Mastery: Customer Touchpoints From The Door to the Door
In this one and a half (1.5) day Training Module, we will focus on the essential skills and techniques required to increase service competencies to ensure a positive customer experience. This Training Module will be of benefit to individuals in the F&B industry who are responsible for the management of the Customer experience and the team members who have contact with the Customer.
This Training Module will cover the fundamentals of Service, beginning with the point of Customer arrival at the F&B establishment up to the very end of the Customer’s meal. This Training Module will identify each individual Customer Touchpoint and teach you how to manage these with professionalism, warmth and confidence.
Target Audience
This Training Module is ideal for Restaurant Managers and Asst Managers, F&B Supervisors, Captains and Hostesses. It can also be beneficial for any whose responsibilities include managing the Customer/Client Experience for their own businesses. While the steps may differ slightly, the principles of Customer Experience are the same across the board for any industries related to hospitality and sales.
Learning Objectives
By the end of this Training Module, participants should be able to:
- Understand the importance of service excellence in the hospitality industry
- Learn the art of setting tables to follow industry standards
- Learn the art of making menu recommendations and taking orders
- Learn how to handle Customer complaints and feedback with professionalism and empathy
- Develop effective communication and active listening skills
- Develop a detail-oriented skillset
- Improve teamwork and cooperation within the Service Team and Kitchen Team
Agenda - Day One
Session 1: Getting Ready For First Impressions (9.00 am to 10.45 am)
- Welcome & Overview of the Training
- The Importance of First Impressions
- Using The 5 Senses
- Arranging & Setting The Table To Impress
- Role Play Scenarios
Session 2: Presenting The Menu With Flair (11.00 am to 12.00 pm)
- Effective Menu Presentation Techniques
- Explaining The Specials
- Role Play Scenarios
Lunch Break (12.00 pm to 1.00 pm)
Session 3: Upselling and Taking Orders (1.00 pm to 2.30 pm)
- Active Listening and Prompt Service
- Dietary Restrictions and Special Requests
- Taking Accurate Orders & Conveying Special Requests To The Kitchen
- Remembering Table and Seat Numbers
- POS Menu – Keying In Orders & Options
- Handling Difficult Customers
- Role Play Scenarios
Session 4: The Upselling Game (2.45 pm to 3.45pm)
- Selling More Food & Beverage Without Being Pushy
- Increasing Average Per Cover and Average Per Check
- Role Play Scenarios
Session 5: Excellence In Food Service (4pm to 5.15pm)
- Time Management for Food and Beverage Service
- Presenting The Items Ordered
- Handling Complaints and Resolving Problems Gracefully
- Role Play Scenarios
Wrap Up and Q&A (5.15 pm to 5.30 pm)
- Overview of the Main Points
- Open Discussion and Q&A
- Action Plans and Next Steps
Agenda - Day Two
Session 6: Customer Touchpoints (9.00 am to 10.45 am)
- The Different Sections of Customer Touchpoints
- The Do’s and Don’ts When Engaging With Customer
- Learn How To Read The Customer
Session 7: Checking Customer Satisfaction (11.00 am to 12.15 pm)
- How Much Is Too Many Satisfaction Checks
- The Importance of Post Meal Satisfaction Checks
- Tactics for Getting Meaningful Data from the Customers
Wrap Up and Q&A (12.15 pm to 12.30 pm)
- Overview of the Main Points
- Open Discussion and Q&A
- Action Plans and Next Steps
Materials For Training
- Presentation slides
- Case Studies and real-world examples
- Table Setting Equipment
- Handouts & Templates
- Role Playing Activities
- Notepads, pens and other stationery
Delivery Method
- Lectures
- Interactive discussions
- Group work & Role Playing
- Case studies
- Practical workshops
Assessment
Participants will be graded based on their participation in group discussions, practical tasks and their level of comprehension to apply concepts learned during the Training Module
Trainer
The Certified Trainer will have extensive experience in the restaurant and hospitality industry, and has previously held a role managing Customer Touchpoints within the F&B industry. The Certified Trainer will be able to provide real-world examples and insights into the F&B industry.
Follow-Up Additional Resources
- Participants will have access to a Resource Library with relevant articles, templates and tools.
- Option for follow-up webinars and/or consultation sessions.