1. CUSTOMER SERVICE
SERVICE STANDARDS
THE LORD NELSON

2. OBJECTIVES
• ENSURE EVERY MEMBER OF STAFF DELIVERS THE SAME
HIGH STANDARDS OF SERVICE
• MAKE SURE NO MEMBER OF THE TEAM IS IN ANY DOUBT
ABOUT WHAT IS EXPECTED OF THEM
• OBTAIN AGREEMENT AND COMMITMENT FROM EVERYONE
ON THE WAY WE OPERATE
• SET UP PROCEDURES FOR ASSESSING AND MEASURING
INDIVIDUAL PERFORMANCE
• ENSURE EVERY MEMBER OF STAFF FULLY UNDERSTANDS
OUR SERVICE STANDARDS
• OUTLINE EVERYONES RESPONSIBILITIES
• IDENTIFY TRAINING NEEDS

3. WHY ?
RECENT FEEDBACK
HANDOUT 1: E-MAIL FROM EDDIE !!
HANDOUT 2: COMPLAINT ABOUT CASK ALES
HANDOUT 3: SUMMARY OF NEGATIVE COMMENTS
HANDOUT 4: SUMMARY OF POSITIVE COMMENTS
•Why do you think all of our good feedback has turned bad in the last few weeks ?
•What has changed to cause our customers to complain about our service ?
•Who is responsible for noticing potential problems ?
•Who’s job is it to deal with potential problems
•Who is accountable for customer complaints ?
•What are the potential outcomes of this accountability ?
•What harm can be caused to our business from 1 unhappy customer ?

4. QUESTION ?
WHAT CUSTOMER SERVICE ISSUES DID
WE COVER AT THE RECENT STAFF
MEETING AND AT LAST WEEKS BAR
STAFF MEETING ??

5. WHAT DID WE GET WRONG
SERVICE
Uncleared plates and glasses on tables despite staff being available to
clear them
Food debris left on table after glasses were cleared
Bar staff not noticing customer approach the bar, then making
customer walk to them at the far end of the bar
A group of customers asked for help with dessert order, bar staff said
they weren’t allowed to leave the bar forcing customers to come to
them.
No-one clearing plates and asking customers if they wanted desserts
Menus removed at 9pm but no-one asked if they wanted desserts
Only white toast offered at breakfast
No jugs of milk brought to table for tea at breakfast

6. WHAT DID WE GET WRONG
PRODUCT
Steak overcooked, poorly seasoned, looked re-heated
Food under cooked, often cold
Orders going out to tables at different times
Items being left off some meals
Excessive oil in some dishes
Poor presentation
Food going out burnt
Lack of taste to Sunday lunch
Poor quality steaks from suppliers

7. OUR STANDARDS
COMMUNICATION & INTERACTION
WE STAND UP AND GREET OUR CUSTOMERS.
WE ASK “HOW CAN I HELP”
WE OFFER ASSISTANCE OR SUGGESTIONS REGARDING THEIR CHOICE
WE WALK TO THEM AT THE BAR, NEVER THE OTHER WAY ROUND
WE SAY PLEASE AND ALWAYS THANK THEM FOR THEIR CUSTOM
WE LOOK AT OUR CUSTOMERS WHEN THEY SPEAK
WE KEEP OUR CUSTOMERS INFORMED
WE OBSERVE AND SPOT ANY POTENTIAL ISSUES
WHEN WE NOTICE A MEAL IS FINISHED WE REMOVE PLATES AND ASK IF
EVERYTHING WAS OK WITH THEIR MEAL
WE ASK IF CUSTOMERS WOULD LIKE DESSERT OR COFFEE
WE SAY GOODBYE, THANK YOU AND INFORM THEM ABOUT OUR CURRY NIGHTS
/ GRILL NIGHTS / 2 CAN DINE ETC
IF A CUSTOMER IS UNHAPPY WE PUT THINGS RIGHT AND APOLOGISE
WE DO CHECK BACKS

8. OUR STANDARDS
PROCEDURES
IF A TABLE ORDERS SEPERATELY WE INFORM KITCHEN TO AVOID DELAYS
PLATES ARE CLEARED SHORTLY AFTER CUSTOMERS HAVE FINISHED EATING
WHEN NOT SERVING AT BAR STAFF MUST VISUALLY CHECK RESTAURANT
REPLACING DIRTY BEERMATS, WIPING TABLES, CLEARING DEBRIS,
CHECKING FLOOR, CLEARING ANY GLASSES & CHECK BACKS
BEFORE CLEARING MENUS AT END OF NIGHT CUSTOMERS MUST BE ASKED IF
THEY REQUIRE DESSERTS BEFORE THE KITCHEN CLOSES
DO NOT TAKE FOOD TO A TABLE IF YOU FEEL IT’S NOT RIGHT. TELL THE CHEF
ONLY THE MANAGER OR ASSISTANT MANAGER HAS THE AUTHORITY TO CLOSE
THE KITCHEN, DELAY FOOD ORDERS, ISSUE REFUNDS OR VOUCHERS,
ALLOW COMPLIMENTARY DRINKS OR FOOD, REPLACE A MEAL OR CHANGE
SERVING TIMES
EVERY COMPLAINT MUST BE REPORTED TO MANAGER ON DUTY AND
COMPLAINT INVESTIGATION FORM COMPLETED
IF THE BAR IS QUIET NOBODY SHOULD BE STOOD BEHIND IT IDLE OR CHATTING

9. OUR STANDARDS
RECEPTION
WHEN A CUSTOMER APPROACHES THE DESK STAFF MUST STAND TO GREET
THEM. NEVER DEAL WITH A CUSTOMER SITTING DOWN
EVERY DEPARTING GUEST MUST BE ASKED IF EVERYTHING WAS OK WITH
THEIR ROOM
STAFF MUST NOT LEAN OVER RECEPTION DESK TO TALK TO PERSON ON DUTY
PERSON ON RECEPTION MUST NOT SPEAK ACROSS ROOM TO ANOTHER
MEMBER OF STAFF AND VICE VERSA, WITHIN EARSHOT OF CUSTOMERS
NO EATING OR DRINKING BEHIND RECEPTION DESK IN VIEW OF CUSTOMERS
SCRIPTS FOR TELEPHONE ANSWERING, ARRIVALS AND DEPARTURES MUST BE
FOLLOWED EXACTLY.
TELEPHONE TAKES PRIORITY
IF ITS DIRTY, SMEARED, OR MESSY AND YOU CAN SEE IT. CLEAN IT
IF YOU NEED TO SPEAK TO PERSON BEHIND RECEPTION AND A CUSTOMER
APPROACHES, YOU MUST LEAVE THE AREA AND NOT STAND BACK WAITING
THE ONLY ACCEPTABLE CUSTOMER NAMES ARE “SIR, MADAM, MR OR MRS”

10. OUR STANDARDS
KITCHEN
IF YOU ARE UNSURE ABOUT STANDARD OF A MEAL CONSULT A COLLEAGUE
BEFORE SENDING IT OUT.
IF THE PRESENTATION OF A MEAL DOESN’T MEET SPEC STANDARDS IT’S NOT
GOOD ENOUGH TO BE SERVED
IF A MEAL IS SENT BACK BY A CUSTOMER IT WILL BE REPLACED. ONLY THE
MANAGER OR ASSISTANT MANAGER CAN DECIDE OTHERWISE
ALL COMPLAINTS ABOUT FOOD MUST BE ENTERED ON A COMPLAINT
INVESTIGATION FORM FOR HEAD CHEF / ASSISTANT TO FOLLOW UP
EVERY DELIVERY MUST BE CHECKED FOR QUALITY AND REJECTED IF
UNSUITABLE
FOOD RUNNERS AND OTHER STAFF TAKING FOOD OUT MUST NOT BE MADE TO
FEEL UNCOMFORTABLE WHEN QUERYING FOOD STANDARDS
ANY CHANGE OR WITHDRAWAL OF A MENU ITEM HAS TO BE AGREED BY
MANAGER OR ASSISTANT MANAGER

11. BREAKFAST STANDARDS
LIZ TO PRESENT:
PROCEDURES HANDOUT

12. IMPLEMENTING STANDARDS
• STRUCTURE
• ASSESSMENT
• STAFF OBSERVATION SHEET
• COMPLAINT INVESTIGATION FORM
• REVIEW
• TRAINING

13. PERFORMANCE REVIEWS
• WHAT IS A PERFORMANCE REVIEW
• WHAT DOES IT ASSESS
• ACTION PLAN
• RESPONSIBILITY
• ACCOUNTABILITY
• S.M.A.R.T.
• ONGOING REVIEWS

14. CONCLUSION
• ALL STAFF ISSUED COPIES OF HANDOUTS AND
COMPLAINT SUMMARIES
• ALL STAFF ISSUED WITH EXAMPLE OF
OBSERVATION SHEET
• ALL STAFF GIVEN COPY OF CUSTOMER SERVICE
STANDARDS PROCEDURES SHEETS
• ALL STAFF TO SIGN SERVICE STANDARDS FORM
TO SHOW THAT THEY UNDERSTAND AND AGREE
TO FOLLOW CUSTOMER SERVICE PROCEDURES
• IDENTIFY ANY TRAINING NEEDS. LIZ B (MENTOR)
• TIMESCALE FOR REVIEWS AND PLANNED
OBSERVATIONS