Summary: Lectures

Read the summary and the most important questions on Lectures

• 1 Introduction

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• What is the importance of Customer Service?

  • The Staff is the Added Value
    
  • Understanding why service staff plays an important role in improving the overall customer experience

• 2 How to write a SOP's

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• What are the 2 main categories of the SOP?

  1. Operational Standard Operating Procedures
     
  2. Emergency Standard Operating Procedures

• What are the Operational Standard Operating Procedures?

  The tasks that are associates with the daily operations such as Interaction with guests, some local regulations, and maintenance, which are included in the operational standard operating procedures.

• What are the Emergency Standard Operating Procedures?

  The tasks and procedures that are associated with unique and extraordinary situations witch occurred rarely

• What are the 5 steps to design a SOP?

  1. Identify the specific areas
  2. Identify the tasks
  3. Identify the target audience
  4. Choose the Format
  5. Review, Test, Modify 

• 3 Distribution methods

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• What are the 4 distribution methods?

  1. Linear self-service
     
  2. Counter-based
  3. Table service
  4. Free-flow

• What is a linear self-service?

  Customers play an active role in the process by shuffling along the distribution line and selecting the food and drinks they want before paying at the end of the line and moving to the sitting area.

• What are the 7 advantages of the linear self-service?

  1. Low surface area
     
  2. Efficiency
  3. Constant turnover
  4. Available all day
  5. High investment
  6. Low staffing
  7. Low training required

• What are the 4 disadvantages of the linear self-service?

  1. Little decision time
     
  2. Waiting time
  3. Standard products
  4. Cost of materials

• What is a counter-based service?

  One counter with one or more cashiers where customers order, pay and are served their food and drinks for take away or to eat on the spot. Some restaurants offer table service, after the order and the payment.