Page 9 - CUST SVC TEXTBOOK 2020
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3.2 Common Courtesy Practices
Common courtesy is the basic / important guideline for all customer relations. Service
Providers must treat all customers exactly as they would like to be treated themselves,
regardless of their disposition or circumstances. Remember “GST” (Greet, Smile and Thank).
3.3 Ways to Acknowledge Customers
Greeting Customers
1. Greet everyone who walks through the restaurant in a warm and friendly manner within
thirty (30) seconds by:
- smiling
- saying “hello”, “good morning” or “how are you”
- gesturing, e.g., waving, shaking of
hands
2. Ask customers
- if you can help them
3. Always take customers
- to the service area
4. Make sure customers’ questions
- are answered before they leave
Sending Off Customers
When Service Providers observe that customers have settled the bills after they finished their
meals, they are to send them off well with respect and care and by:
1. returning change, receipts and credit cards
- with both hands
2. Thank customers
- with a smile
Providing excellent customer service is a business challenge. The big difference is how Service
Providers respond to customers and their needs. If they are clear about customers’
expectations and are responsible to their employers, they will offer quality service consistently.
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