At this meeting you will hand out to the team your completed Epicure Training Restaurant Customer Service Policy that you have designed and thoroughly researched, ensuring that all information is accurate. This policy will address the following criteria:

1. professional service standards and protocols for FOH staff in the Epicure.

2. attitudes and attributes expected by management of the Epicure Training Restaurant towards customers.

3. different customer service needs and expectations including awareness of special needs, customs and practices of various social and cultural groups of customers regarding: o modes of greeting, farewelling and conversation o body language and body gestures o formality of language o clothing

4. Outline in your policy "How to handle a complaint in the Epicure".

5. Detail what conflict resolution techniques are suitable to be used in the restaurant.

6.Include in the policy the process that you would use for: o incorrect pricing or quotes o delays or errors in providing products or services o misunderstanding of customer requests o other team members or suppliers not providing special requests o misunderstandings or communication barriers o unmet expectations of, or problems or faults with, a service or product

7. designated response times for providing service and resolving complaints.

8. the process for escalated complaints or disputes.

9. factors to consider when determining compensation of dissatisfied customers: o financial constraints of the organisation o profitability of the sale o approval chain

10. methods of compensating dissatisfied customers (chose from the below what is appropriate for the Epicure give examples for clarity): o negotiating with suppliers on customer behalf to gain reduced rates or extra services o providing some or all services: free of charge at reduced rate o providing: discount vouchers to attend at a future time inexpensive add-on products small gifts special attention during the service period special customer service delivery on next attendance