Contents
Introduction 2
Task 2: Investigate customer focus, customer requirements and expectations in a hospitality business 3
2i. Create guidelines and documentation for completing a customer service investigation, this will require: 3
Identifying customer requirements and expectations for the specific establishment 3
Properly Prepared Food 3
Menu Choices 4
Timely and Affable Service 4
Hospitality 4
Criteria for measuring the effectiveness of staff competency 5
Criteria for measuring the effectiveness of staff communication (three different types of communication should be measured) 6
Verbal Communication 6
Non-Verbal Communication 6
Written communication 7
2ii. Investigate customer service provision: 7
Carry out research on the central role of the customer, customer requirements and satisfaction levels for the selected business. 7
Analyse how customer service delivery influenced customer perception for this business 8
Evaluate the effectiveness of staff in using different types of communication methods 8
In line with best practice, suggest recommendations to management that will improve customer service, repeat business, reputation and staff motivation. 9
Task 3: provide customer care and service 10
When you have completed your rostered service delivery in the establishment, review your performance in the delivery of customer service and make recommendations for improvement. 10
Day 1 (05/26/14) 10
Day 2 (05/28/14) 11
Conclusion 12
Bibliography 12
Introduction
This task is customer service connected work with the café fusion experience. So I had to work at café fusion in this week on Monday and Wednesday.
In this task 2 is shown the communication methods, customer service provision, customer requirements and satisfaction levels, suggesting potential improvements about cafe fusion. That is why I needed our customer feedback form. So, I surveyed our customer.
Also, task 3 is shown my work experience in café fusion review and recommendation for improvement.
Task 2: Investigate customer focus, customer requirements and expectations in a hospitality business
2i. Create guidelines and documentation for completing a customer service investigation, this will require:
Identifying customer requirements and expectations for the specific establishment
What do customers want our restaurant?
Clean Environment
Places in which people dine need to be kept immaculately clean for their comfort and health. Pay careful attention daily to the cleaning of tables, chairs, floors, the kitchen and the restrooms. Start each shift with a thorough run-through to ensure that everything is in impeccable order. Pay attention to the important details, such as making sure the silverware, plates and glasses are spotless. Customers enjoy a pristine environment, so make sure your restaurant fulfils this need.
Properly Prepared Food
Food is what your business is about, so make it good. Properly prepared tasty food is the reason customers will keep coming back to your restaurant. Take care to buy quality ingredients, hire superior cooks, and serve your meals at the right temperature for each dish. Oversee the dishes as they leave the kitchen area on a frequent basis to check for an appetizing appearance. Gain feedback from your patrons regarding your food. Use their valuable opinions to improve the quality and taste of your selections.
Menu Choices
Your customers will react positively to a variety of menu choices. Even though your restaurant probably serves a particular style of food, such as Tex-Mex, Italian or Thai, people want many selections to choose from. Offer a variety of appetizers, soups and salads, and main courses. Establish a confection menu to cater to those who enjoy finishing off a meal with something sweet, and those who drop in for dessert and coffee.
Timely and Affable Service
You wait staff are the people who have the most contact with your customers, so you must hire quality servers. Employ those who are experience at
