Service is the reason customers come to visit most food service operations. Yes they go to eat, to fill a biological need for nourishment, but they have many options for acquiring food besides going to a food service establishment. They can prepare food at home, buy pre-prepared food from a grocery store or market, or possibly stop at a convenience store to grab something quick to go. Instead they choose to go to a restaurant and pay upwards of three times the cost of the food.
Why are they willing to pay the premium? The reason is they are willing to pay for the service included with the food. Customers dining in food service establishments seek service. They want to be taken care. Of couse the level of service they are seeking is in direct proportion to what they expect to pay for the meal. Obviously, a much higher degree of service is expected and delivered at a fine dining restaurant compared to a quick service restaurant where the food is much lower priced. The preparation of the food, the delivering of the food to the table, and finally the cleaning up after the meal, are all items that are included in the meal purchased.
Besides the items listed above there are things provided that are less tangible that can have a big impact on whether the guest enjoys themselves.
There are there are items such as; anticipation of their needs, attentiveness, politeness, and genuine pleasure working with people that can have a big influence on whether or not guests have a pleasurable experience.
For many people the quality of the service rates as high or higher than the quality of the food when evaluating whether or not they were pleased with thier dining experience.
The purpose of this topic is to have you read and discover material from several areas that will help you build and develop your customer service skills. The skills that will help you provide better skills to your guests!!
To complete this Topic successfully, please complete the following activities in the order shown below:
ASSIGNMENT 1: Use the VCC (Virtual Conference Center) to share your thoughts on customer service.
ASSIGNMENT 2: Take a few simple quizes to evaluate your customer service skills
Go on to The Role of the Customer in a Food Service Operation
Go back to Customer Service
Send E-mail to Dr. Rande or call (520) 523-1710
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