Assessment 1 - Case study For this assessment you are going to use the 'simulated 'business: 'Blue fish grill.' Please download the copy of the customer service policies and procedures manual that will be used for this unit. Using 'Blue Fish Grill' - answer the following questions: Our Mission Blue Fish Grill's mission is to

create a

superior work environment, where our team Members look forward to coming to work and are proud to say that they work for Blue Fish Grill This pride is created through Everyone pulling their weight, helping their fellow employees to learn and grow, Providing customers with an exceptional dining experience, and Genuinely caring about the quality of the food, atmosphere, and service provided. We believe that our employees are our most important relationship and our success depends upon creating and retaining a capable staff who "Deliver a 'great customer service experienceevery customer, every time." Our way of doing business Our restaurant can only prosper and provide opportunities for employment and growth when we continually improve ourselves and the work we do. We recognize, however, that success is not measured by sales, guest counts, and numbers alone. We are measured as much by the way in which we achieve our goals as we are by the actual achievements themselvesit's the journey, not the destination. We believe that a commitment to uncompromising values and integrity should always guide our decisions and actions as we pursue our goals. Following are the core values that form the foundation of our measurement of success: Core values: We believe that good enough isn't. We believe in providing exceptional service. Our goal is to provide unique and genuine personal care and attention that our customers tell stories about long after their visit. We never stop trying to do it better, no matter how good we are. We constantly strive to "raise the bar" even if we feel we are the best around. We believe in honesty and trust. Page 4 of 18 Blue Fish Grill - Customer Service Policies and Procedures We work to build trust with others in each and every transaction and interaction. We recognize that honesty and trust form the bond that holds organizations and relationships together. We believe our continued success depends on teamwork. We know that great achievements are only possible from helping and respecting each other. We believe that although everyone has a job description, there is no such thing as "that's not my job." Cross training will be utilized as much as possible because every position is important for successthere are no unimportant jobs, and no job is easier than another; all have their unique challenges. We believe in doing business in a professional and orderly manner. We do what we say we are going to

do a

nd we do it when we say we are going to do it. We believe in personal accountability and avoid blaming others when things don't turn out as planned. Own it, good or bad, and learn from mistakesthat is the path to improvement! We take great pride in having good systems, standardized procedures, and in being organized. We believe in being responsible to others and to ourselves. Dealing Fairly With Customers Customers should be given what is promised and at the promised price. Misrepresentations about Blue Fish Grill products and services may lead to costly legal action. A false claim, a small untruth, or even a perception of dishonesty can jeopardize the loyalty and satisfaction of our customers. When communicating with customers and the public: Be truthful, without embellishment or omission, when representing the nature and quality of Blue Fish Grill products, services, prices, contractual terms, and other information. Avoid even inadvertently misleading customers. Only make claims about Blue Fish Grill products and services that you know to be true or have adequate information to support. Telephone Courtesy It is everyone's responsibility to answer the phone. Always try to answer the phone promptly, within three rings. Page 5 of 18 Blue Fish Grill - Customer Service Policies and Procedures Always answer in a friendly, polite manner: 'Good (morning, afternoon, evening), welcome to Blue Fish Grill, how may I help you?' If you are certain of the answer to the customer's question, you should respond clearly and politely. If you are uncertain, ask the caller if you may put them on hold for a moment. If there a staff member close who can provide you with the correct information, then return to the call and provide the customer with the necessary information. If there are no staff members close by that can help promptly, then ask the caller for their name and put the caller through to a manager, making sure that you brief the manager on the callers' name and the nature of their enquiry. Always thank the person for calling. Dress Code All employees of Blue Fish Grill are expected to represent the business, and dress accordingly. Clothing which is faded, tattered or contains holes is not acceptable. All staff members are required to wear black or khaki coloured trousers and Blue Fish Grill branded polo shirts. You will be provided with at least one polo shirt at no cost, to be returned upon completion of your contract. If you want to keep the shirt, you may purchase it for $20.00. You may purchase extra polo shirts for your use at $20.00 each. Shirts and trousers should be ironed and neat in appearance, shirt tucked in and a belt worn with the trousers. Closed toed footwear with rubber soles is required. Page 6 of 18 Blue Fish Grill - Customer Service Policies and Procedures Customer Complaints Nobody enjoys being the recipient of customer complaints, but complaints are to be expected as part of being in the hospitality business. Complaints can give us insights as to how to make our restaurant better. Demanding customers force us to be our best and resolving complaints satisfactorily can even increase customer loyalty IF they are handled properly. When faced with a customer complaint: Listen to the full complaint without interrupting or getting defensive. If the complaint is product related, remove the offending item immediately. Apologise for the problem and tell the customer you will take care of the problem, and get a manager. Always inform a manager of the incident. Do everything you can to let the customer know you care and that this isn't the kind of experience you want them to have at Blue Fish Grill Complaint procedure 1. Listen to the complaint. Accept ownership of the problem. Apologize. Don't blame others. Thank the customer for bringing the problem to your attention. 2. Be understanding. Remember, the person is complaining about your business, not about you personally. Be calm, cheerful and helpful. Where possible, let the customer know that you will take responsibility for resolving the problem. Page 7 of 18 Blue Fish Grill - Customer Service Policies and Procedures 3. Record the complaint. Detail the complaint so that you and other staff know exactly what the problem is. Have one place to record complaints and the actions taken to resolve them. This lets you see any patterns emerge over time. Complaints about a particular process or product might indicate that changes need to be made. Staff can also see what was done to resolve complaints in the past. 4. Make sure you have all the facts. Check that you understand the details while the person is making the complaint, and ask questions if necessary. This will also let them know that you are taking their complaint seriously. 5. Discuss options for fixing the problem. At the very least, a sincere apology costs nothing. But think about what this complaint could cost you in lost business. Maybe you can provide a free product or discount a future service. 6. Keep your promises. Don't promise things that you can't deliver. In handling complaints it is better to under-promise and over-deliver. 7. Be quick. If complaints take several days to resolve or are forgotten, they can escalate. 8. Follow up. Record the customer's contact details and follow up to see if they were happy with how their complaint was handled. Let them know what you are doing to avoid the problem in the future. Page 8 of 18 Blue Fish Grill - Customer Service Policies and Procedures Customer Feedback Blue fish grill regularly collects customer feedback in order to continuously improve our customer service. We use a number of different methods for collection including: Face-to-face feedback After the meal has been served - all staff are to approach the table and ask how the meal is going. This is a chance to for customers to report any dissatisfaction in the meal so that it can be resolved quickly and easily. After customers have finished their meal and on collection of their plates - ask the customer again how their meal was. Finally when the customer pays the bill always ask how their meal was Social media Social media is an invaluable tool for getting feedback. When talking with your customers let them know our face book page. Here they can easily get in touch and leave feedback or reviews. We often run competitions for our customers so they can join in the fun. Feedback forms Page 9 of 18 Blue Fish Grill - Customer Service Policies and Procedures Blue Fish Grill owns website is a great point of contact for our customers. There is a feedback box on the website which is a convenient place for customers to find a direct way to contact us. Having the feedback box on the website is also useful to encourage one time visitors to the restaurant and returning visitors to leave feedback. Through this, the restaurant can get views on customers' experiences at Blue fish Grill Tablet feedback systems In the lounge area we have a free Wi-Fi for all our customers. Also in the designated lounge area is a fixed tablet that allows customers can

complete a

feedback survey in order to be entered in our monthly prize draw. Surveys We regular use surveys hosted through 'survey monkey'. These are sent out via email to our subscribers. Information is collected according tour customer collection policies contained in the rest of this manual. Feedback from online customers Once online orders have been completed and the customer has either picked up or had their food delivered, a follow-up email with links to a survey asking the customer how they rated the experience is sent. Page 10 of 18 Blue Fish Grill - Customer Service Policies and Procedures Storage of Collected Information The security of customer's personal information is always important to us. When customers enter sensitive information (such as credit card numbers) on our website, it is encrypted using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. Blue Fish Grill may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Blue Fish Grill does not share any information with third parties for any unknown or unrelated uses. Legal Blue Fish Grill reserves the right to disclose customer's personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website. Links on the site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement Page 11 of 18 Blue Fish Grill - Customer Service Policies and Procedures Customer Discounts & loyalty programs Blue fish grill offers a number of different discounts and loyalty programme Regular customers Regular customers receive 10% discount. Please scan their loyalty card for the 10% discount to reduce the total of the bill. Regular customers also receive a free birthday cake if they book their birthday function with Blue fish grill. Application forms for membership are under the counter. Completed forms need to be handed to the manager for processing into the CRM. Mondays Blue Fish Grill offers 1 free cake from the dessert menu options with any purchase on Mondays only - available all day. Happy hour Blue Fish Grill s has a 'happy hour' from 3pm to 5pm weekdays - 10% off Please use the code 'happyhour10' on the register to reduce the bill. Coffee purchases Buy 10 coffees get the 11th FREE. Please Stamp the Blue Fish Grill members card to validate. Online ordering Policy Credit card Security Policy Page 12 of 18 Blue Fish Grill - Customer Service Policies and Procedures Blue fish grill uses PayPal for its online credit card transactions. PayPal processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the PayPal are secured payments. For any inquiries about PayPal's purchasing security, visit their website at https://www.paypal.com/au/webapps/mpp/paypal-safety-and-security Delivery Policy All Blue fish grill takeaway customer orders are delivered via 'Uber Eats.' Please place the completed order in the hot holder ready for delivery driver with the customer name and reference number clearly attached to the front bag. Cancellation Policy Pre-Paid Reservation Policy To reserve a table for a pre-paid event at Blue fish grill we do require full payment at the time of booking. No tentative bookings will be held without this payment. In the event of a cancellation for a pre-paid event, we require a minimum of ten (10) days' notice to issue a full refund of the ticketed price. If your reservation is cancelled with nine (9) days or less notice, we must be able to resell the table in full to issue a full refund. Online order refunds Blue fish grill does not issue refunds for late delivery. Delivery issues are referred to 'Uber eats'. Social Media Policy Patrons who post profanities, defamatory or liable comments on our Facebook or instagram account will have their comments deleted from our social media and digital marketing platforms, and the user in question may be banned from making any further posts to our social media pages or digital marketing platforms. Page 13 of 18 Blue Fish Grill - Customer Service Policies and Procedures Privacy Policy Introduction regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all users, and conforms to Internet privacy standards. If you have questions or concerns regarding this statement, you should first contact at. Blue fish grill Collection of Information In order to use the website; we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email. Any information collected by is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website. Use of Collection Information Any details collected from customers is required in order to provide you with our products and/or services, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development. Alcohol Awareness Policy Alcohol and the law The Liquor Control Reform Act makes it an offence to supply alcohol to an intoxicated person or allow a drunken or disorderly person to be on licensed premises. It an offence to permit any indecent, violent or quarrelsome conduct within Blue fish grill No person under the age of 18 is permitted to enter the bar area of Blue fish grill. All Blue fish grill staff members need to hold a current RSA License (Responsible Serving of Alcohol) and are obliged to ensure these laws are adhered to for the enjoyment and safety of all patrons. This includes a legal requirement to refuse service of alcohol to any patron considered to be intoxicated. Smoking Policy Patrons are required to adhere to the smoking restrictions in place throughout the premises. Smoking is allowed in the designated smoking area outside at the rear of restaurant Persons who smoke in unauthorised areas will be considered to have breached the policy and may be asked to leave the venue. Page 14 of 18 Blue Fish Grill - Customer Service Policies and Procedures Server Functions & Responsibilities Successful sales and service result from confidence, which can only be developed through knowledge. We will provide you with ample material to develop the necessary knowledge and confidence in relation to service techniques, the menu and the wine list. You, as a server for Blue Fish Grill must learn it. General Job Guidelines and Responsibilities When taking an order, always look the customer directly in the eyes, and stand erect. Never lean or write on the table. Never crouch down on your knees. Never handle a glass by the rim with your hand over the drinking surface. Never handle silverware with your hand over the eating surface. When handling plates or food never let your hand touch the eating surface or the food. Help your guests as much as possible. Get them cigarettes, be aware of the city's favoured bars and dance places, know what movies are showing nearby. Know your schedule. Know what time to be here for each shift. Know what the daily specials are and what they cost. Know the history of the restaurant. Know the managers. Avoid any long conversations at any particular table. This will only upset your other customers. Clear your mind of everything except work when you walk in the door. When you're at the table make sure your mind is at the table too. Guests can tell when their server is not totally mentally present with them at the table and it has a negative impact on the guests' experience and the server's tip. If you get behind, ask for assistance. You'll never get in trouble for asking. Keep yourself geared up so that you are ready for any rush. We get most of our complaints during the Restaurant's slow period. Don't ever stand around or lean on anything. You can always be cleaning. Running clean-up, wiping shelves or the sales station, taking bus tubs to the back, etc. A server never goes into, or leaves, the kitchen empty handed. Full hands in, full hands out! Always be sure that all your food is secure when you leave the kitchen. Never attempt to carry too much. Two safe trips are better than one catastrophe. Always ENTER the kitchen keeping to the right. Always walk quickly, but never run. This will prevent serious accidents and extra work for everyone. If an order is delayed in the kitchen, first inform the manager, and then tell your customers. The manager will go to the table and explain the situation as well. Get your stories straight. Never hide from your customers. Page 15 of 18 Blue Fish Grill - Customer Service Policies and Procedures Learn to use your time wisely. When in your station, check all the tables before going back to the kitchen. Don't go to one table then go to the kitchen. Consolidate your trips. Fill up all glasses in your whole station, clear all plates, and then go on to something else. This is the secret to running volume and making more money. Always try to take out complete orders. If the entire order is ready except for a side order, like a vegetable, take out the entrees and have someone follow you in a few seconds with the side order. Don't let the entrees get cold because of a side order. Everything goes out hot. If your entire section clears at one time, don't take orders from four or five new hits at once. You'll end up running yourself to death for twenty minutes, and then have nothing to do for ten. Take one order, then go to the next table and tell them you will be right back to take THEIR order. Take drinks and appetizers out to the first table, and then go to the others. Never take three or four salads out at one time. This only means that you will have three or four orders of hot food coming out at the same time, which would be impossible to get out all at once. Think ahead. You won't believe how patient people will be if they just see you. Don't hide from your customers. If you use this method in taking orders, you will find that your food will be out more consistently on time, and you will give much better service over all. You will have more time to converse with your customers. People look for more than just good service and food when they go out today. They want a total dining experience. They look for that little extra personal touch which only you as their server can give them. Never spend more than two minutes away from your station. No server ever made any money in the kitchen. Anytime you wait on a customer, put yourself in their place and ask yourself if you would be happy with the job you did at that table. If one person asks for something at a table, make sure you ask everyone at the table if they too would like that item. This will save you a lot of extra trips. If one person requests more tea, ask everyone at the table if they need more tea. When serving coffee or hot tea, always turn the coffee cup so the handle is facing the customer. Place the cup on the right side. Ask people if they would like cream when they place their order for coffee instead of making an extra trip later. When pouring tea or water, never handle the rim of the glass and always take the glass off the table and pour in the aisle. Whenever you are reaching across someone or serving in front of someone, excuse yourself. Always keep your fingers and thumb off the plates you serve. Punctuality is very important. If you get to work late, you start out behind. BE ON TIME. NEVER SIT DOWN WITH A CUSTOMER or friend while on duty, even if they ask you to. When waiting on parties of one, or an ace as they are called in the restaurant business, special attention should be paid to them. They are generally in and out quicker than other parties, and they are usually the best percentage tippers. If a customer leaves you an offer to buy you a drink, just tell them you will be happy to accept the offer another time, when you are not on duty. Page 16 of 18 Blue Fish Grill - Customer Service Policies and Procedures The most neglected customer in the restaurant is the late customer. People who come in the last few minutes of the evening are usually the best tippers. They don't care how busy it was or how tired you are. They are here to enjoy themselves. Restaurants are noted for hurrying along late coming customers. We are not rushing them, but we must get their order because the kitchen is closing. They may sit there and enjoy their meal as long as they wish. Treat them as though they are the first customers of the evening. A tip should never be removed from a table while the customer is still there. Unless, however, the customer hands it to you or motions for you to come and get it. If you are having a problem with a door hostess or another employee, go directly to the manager. Do not harass the employee. If you must go to the bathroom during the shift, ask someone if they will please watch your station while you are gone, and inform a manager so that they are not looking for you. Unauthorized persons are not allowed in the kitchen. If one appears, politely but firmly escort them out and get the manager, or whomever it was they wanted to speak to. No server is to change his or her station or pick up extra tables without the consent of the manager on duty. Tips are not included: except for parties of 8 or more, and only with the manager's consent (15%). Never serve a salad on hot plates. Always check your glassware for cracks and dried food before filling them. No eating or drinking in front of the house during operating hours. No gum chewing or smoking EVER. Never attempt to adjust the lights or thermostats in the Restaurant. If there is a problem, get a manager. A sales station can only be opened or closed by a manager. NO EXCEPTIONS. Serve food from customer's left. Serve beverage from customer's right. Clear everything from customer's right. Serve women and children first, then men. Whenever you serve a course, ask if there is anything else you can do for the table. Whenever serving a course, position the plate so that the "meat" of the course is closest to the customer. Remove soiled china and silver after each course. Top off with offer of additional beverages whenever anyone is getting low. Bring condiments to the table before they are needed. Offer fresh ground pepper with all salads. Never walk away from a table without acknowledging its requests. Never allow ashtrays to fill up. Cap them and change them often. One butt is enough, two butts are too many. Never assume that the change is your tip! Page 17 of 18 Blue Fish Grill - Customer Service Policies and Procedures Server Opening Procedures At the beginning of each shift - 1. Attend to all essentials (restroom, uniform adjustments, grooming) before work. 2. Clock in no sooner than 5 minutes before the start of your shift unless told otherwise from a manager. 3. Check your station assignments. 4. Check the Daily Service Board for specials, soup of the day, "86'd" items, etc. 5. Conduct your station check points Tables wiped Clean window sills Table base clean Chairs wiped Condiment containers clean and full Salt and pepper shakers clean and full Floor clean 6. Perform opening side work - (wrapping silverware, making tea, cutting lemons) Server Closing Procedures At the end of each shift - 1. When station closes, perform the following - Wipe tables Clean chairs - seats, backs and legs Wipe window sills Clean table bases Condiment containers clean and full Sales & pepper shakers clean and full Clean floor 2.

Complete a

ssigned closing side work duties 3. Begin check-out procedures 4. Clock out Page 18 of 18 1. What is the difference between internal and external customers? 2. Give 3 examples of an internal customer? (Give your examples specific from a restaurant for your answer) 3. Give 3 examples of an external customer (Give your examples specific from a restaurant for your answer) 4. What is the business vision or goal for customer service? 5. What are their core values? 6. What ways do they achieve customer service? 7. What are some body language examples you should NOT do in front of guests? 8. Describe how you could adjust your customer service skills to the following guests? A business man that seems to be in a hurry An elderly couple A single mother with a baby and 2 toddlers A booking of 6 with a birthday 9. If you just started at Blue Fish Grill how you would know what to wear? What section would you go to find out the information? Explain what Blue Fish Grill expects. 10. Using Blue Fish Grill customer service manual - what is the method for answering the telephone Write the step by step procedure. Part of working in hospitality is that sometimes customers may not be satisfied with either the product or service, or both and may make a complaint. It is important that in every business you follow their unique set of 'organisational policies and procedures.' Find the section in the manual that relates to complaint handling. Using this manual to guide you - answer the following scenarios for a customer complaint? Customer Complaint No 1 You accidently pressed the EFTPOs /register for the last item twice (x2) which meant the customer's bill was overcharged. The customer complained after reading the itemised bill and brought this to your attention. Using the procedures manual: 11. How would you respond to the customer and what would you do to satisfy the customer? Please describe all of the steps you would use to rectify the issue. Customer complaint No 2 One of your customers is a regular patron and holds one of your loyalty programme discount cards. They are entitled to 10% off according to blue water grill polices. By mistake you charged them full price and did not deduct the discount. The customer complained. 12. How do you respond to this? What steps do you take according to the customer service manual? Customer complaint No 3 Blue water grill is a licenced restaurant and therefore by law needs to follow the liquor Act. You are a new employee and you hold your current Responsible Service of Alcohol licence (RSA). You have a group of 6 diners and one of the guests is starting to become very loud. Other patrons in the restaurant seem to be disturbed by this guest and have made a complaint to you. The customer at the large table continues to yell and is becoming very demanding and rude to some of your colleagues. The customer falls over a chair going to the rest room causing some broken glasses on another table - further disrupting the other guests. Referring to the policy manual: 13. What is the policy on 'Alcohol awareness'? 14. What would you do in this situation? Explain your answer in detail. Special Needs A customer enters the restaurant and starts smoking in the bistro area. 15. According to Blue grill, what is the policy in relation to smoking? 16. How would you respond tho the needs of this customer whilst also following legislation and organisational polices? 17. A guest arrives at the restaurant in a wheelchair. What can you modify to suit the needs of this guest? Give some examples of how could provide good customer service. 18. Using the procedures manual how does the restaurant collect information or feedback from customers? Name 3 examples that this restaurant uses