3-1客户服务的重要性(6)

减少工作压力：员工工作表现好了，会让他们感觉更好，这就减少了他们的工作压力； 增加晋升机会：有能力的员工比能力稍差的员工更有可能获得晋升； 减少经营问题：繁忙的管理者可以专注于优先事项，而不是将时间花费在因为缺乏培训而导

致的日常问题上；

提高工作质量的水平：有效的培训，确定质量标准，能够帮助员工在符合质量要求的水平工

作；

使客户更加满意：培训能够使员工更加有自信，这有助于他们更能以客户为中心。 ? ?

Higher levels of work quality: Effective training identifies quality standards and helps employees work at levels that meet quality requirements.

More satisfied customers: Training can help make employees more confident in their skills and that helps make them more able to be customer-oriented.

CONTROLLING

Controlling is the term used to describe a manager’s efforts to monitor performance and take

corrective actions as needed. Control consists of measuring “what is” and comparing it with “what ought to be” and then addressing the planning, organizing, directing, or training needed to meet established goals and standards. 控制

控制是用来描述管理者的监控能力，如果需要的话，还要采取纠正措施。控制包括“是什么”

以及和“应该是什么”对比，然后综合计划，组织，指导和培训来实现餐厅的目标和标准。

It is critical that managers know what should take place so that they have a tool to measure

current performance. In the example of the fast-casual manager with a goal of serving guests in four minutes, control consists of measuring actual service times and then, if the standard has not been met, addressing key issues:

重要的是，管理者知道应该采取什么措施，使他们来衡量目前的工作表现，在以四分钟内为

客户提供服务的休闲快餐的例子中，控制包括衡量实际的服务时间，然后，有或没有达到要求，关键问题是：

? Would better planning help the operation reach its goal? 会有更好地计划有助于实现目标吗？

? Would better organization including processes help the operation reach its goal? 会有更好的组织，包括流程来帮助餐厅达到目标吗？

? Would better leadership help the operation reach its goal? 会有更好的领导来帮助餐厅实现目标吗？

? Would better service training help the operation reach its goal? 会有更好地服务培训来帮助餐厅实现目标吗？ ? Is the goal or standard realistic? 这个目标或者标准是不是现实？

Accounting and financial management is a portion of, but not the entire job of, controlling a

business. Accounting information and other data often provide managers with measures of Mwhat is happening now,M but most often do not provide complete answers about what should be done in the future. That is the managers control-related task. The degree to which

a manager controls the achievement of service-related goals and takes corrective action is one good indicator of his or her ability to create a culture that results in outstanding customer service.

会计和财务管理是控制业务的一部分，但不是全部，会计的信息和其他数据常常告诉管理者

“正在发生什么”，但是大多数情况下，不会告诉管理者接下来应该做什么。这就是管理者的关于控制的任务。管理者控制服务相关目标的实现程度，并采取纠正行为，正是他创造客户服务文化的能力体现。

Despite the importance of their own role, experienced managers know that providing

high-quality guest service is truly a team effort. Managers play a critical role on the team, but so does every other staff member in an operation. 尽管他们自己的角色很重要，有经验的管理者都知道，提供优质的客户服务是要一个团队的

努力才能实现的，管理者在团队中至关重要，但在整个实现过程中，每一位员工都扮演着重要的角色。

The Role of Back-of-the-House Staff

The back of the house (BOH) in a restaurant or foodservice business refers to those areas of the

operation that are not typically entered into, or seen, by guests. BOH staff includes employees working as chefs, cooks, and dish washers. BOH employees are primarily responsible for an operations products (see Exhibit 1.12). 后厨人员

餐厅和餐饮服务机构的后厨主要是指不允许客人进入、查看的区域，后厨工作人员包括，主

厨，厨师，洗碗工。后出的员工主要负责食物的制作。（见图1.12）

These positions are critically important to the delivery of the dining experience. While employees

holding these positions do not typically have direct contact with guests, their work in filling guests* food orders safely, quickly, and accurately has a direct impact on those guests’ perceptions of service quality. Similarly, perfectly cleaned dishware, glassware, and eating utensils provided by dish-washing personnel all contribute to a customers feeling that high- quality service has been delivered. 这些岗位对于客人的用餐体验是非常重要的，虽然这些岗位的员工并不直接与顾客接触，但

是他们的工作直接关系着客人食物的卫生安全，上餐速度和上餐准确性等直接影响客户服务质量的因素。同样，清洗干净的盘子，玻璃器皿，以及吃饭用的餐具都直接影响着客人对优质服务质量的印象。

Additionally, when all BOH staff members interact in positive and pleasant ways with those

servers who are in direct contact with guests, the attitudes of the servers will remain positive about their work, their coworkers, and their customers. That positive attitude will be directly reflected in the way servers treat each of the operation s guests.此外，当后厨的员工以积极愉快的方式与那些直接接触客人的服务生互动时，那么服务生的对待工作，同事和顾客的态度就会是积极的。这种积极的服务态度将会直接反映到客户服务中去。 The Role of Front-of-the-House Staff

The front of the house (FOH) is the area of a restaurant or foodservice operation in which guests

can see and enter. These include a variety of locations: ? Parking areas ? Dining rooms ? Reception areas ? Restrooms ? Waiting areas ? Patios ? Bars and lounges

开放区域工作人员

开放区域是指餐厅和餐饮服务机构那些客人可以看见和进入的区域，包括： 停车场用餐区 接待区洗手间 等候区天井 酒吧和休息室

In some operations that allow it, even selected areas of the kitchen may be designated as FOH

areas. FOH employees such as reservationists {Exhibit 1.13) are primarily responsible for an operations service, and are critically important to the delivery of the dining experience. A variety of staff members are employed in FOH areas: ? Reservationists

? Valets or parking attendants ? Receptionists ? Hosts

? Bartenders

? Food and beverage waitstaff ? Sommeliers ? Wine stewards ? Bus staff

有些餐厅甚至将厨房也定为开放区域，开放区域的员工，如订位员（图1.13）主要负责餐厅

的服务工作，对于客人的用餐体验起着关键作用。开放区域的员工包括： 订位员

停车场服务员 接待员 大堂经理 调酒师 餐饮服务员 侍酒师 酒管家 打杂工

Employees in FOH positions are critically important to the delivery of quality service because

these employees have direct contact with guests. Regardless of the tasks to which they are assigned, to consistently exceed guest expectations all FOH service personnel must project an image of high-quality customer service in three key areas: ? Personal appearance ? Attitude ? Skills

在开放区域工作的员工对优质服务的提供起着至关重要的作用，因为他们直接与客户接触，

无论他们从事什么工作岗位，都要不断地超越客人的期望，提供给顾客优质的客户服务，因此开放区域服务人员的建立形象工程很重要，以下三个是关键需要注意的： 个人形象 服务态度 服务技巧

The personal interactions between guests and FOH staff members define how guests will feel

about their treatment in an establishment.

顾客和开放区域工作人员之间的互动直接决定着顾客对这家餐厅的认知。

Working together, managers, BOH staff, and FOH staff can help ensure that all guests receive

high-quality customer service. In the chapters of this book that follow, you will learn how to ensure each customer receives that level of service. You will also see how ensuring high-quality customer service will lead to satisfied guests and to a very profitable operation. The information is important because exceptional service companies will be the ones that will continue to increase their profits, retain the best employees, and win the loyalty of their customers. 管理者，后厨员工，开放区域员工齐心协力工作，确保为顾客提供优质的客户服务。在本书

之后的章节中，你将学习如何确保每一位客人收到这一水准的服务，你还将看到如何利用优质的客户服务来获得客人的满意以及餐厅的盈利。这一点很重要，因为卓越的服务将会为餐厅增加利润，留住最好的员工，并赢得顾客的忠诚度。 SUMMARY

1. Define high-quality customer service.

High-quality customer service includes all processes used and actions taken by managers to

consistently exceed their customers' expectations. This includes the guests expectations for products, service, and the overall dining experience, including personal attention. The goal of high-quality customer service is to create exceptional value for the customer and profits for the operation. High-quality customer service most often includes a high level of personal service. The personal attention provided during service delivery includes friendliness, sensitivity, interest in customers, and the ability to manage difficult situations. High-quality customer service also includes timeliness, speed of service, consistency, and, as needed, correction of service errors. 总结

1、 定义优质的客户服务

优质的客户服务包括管理者制定的所有程序和采取的行动，以持续超越客户的期望。客户的

期望是指客户对食物，服务，整体的用餐体验，还包括对顾客的关注。优质客户服务的目标是为客户创造卓越的体验价值，为餐厅创造利润。优质的客户服务通常是指高水准的个人服务。服务过程中对客户的关注，包括态度友好，敏感，对客户热情，以及处理棘手情况的能力。优质的客户服务还包括及时，迅速，持续的服务，以及对服务失误的修正。

2. Describe the three system components used to ensure the delivery of high-quality customer

service.

The three key components of a high-quality customer service system are standards, processes,

and tasks designed to ensure high-quality customer service. Standards are the items, tasks, behaviors, and practices of an operation that represent the desired norm for the business.

2、确保提供优质服务的三个系统组成： 优质客户服务的三个关键组成部分是标准，流程和任务，标准是一个餐厅的规范，包括项目，

任务，行为和操作。

流程是指为了预期的结果而制定的一系列的操作任务。任务是流程的一部分，带有责任性，

功能性。实现优质的客户服务，管理者需要定义标准，制定流程，并确保完成任务。 A process is a series of operations or tasks to be completed to bring about a desired result. A task

is a responsibility, function, or procedure that is performed as part of a process. To achieve high-quality customer service managers identify standards, develop processes, and ensure that needed task are completed.

3. Provide examples of high-quality customer service characteristics in each restaurant or

foodservice segment.

Operations in each segment of the restaurant and foodservice industry strive to deliver

high-quality customer service. For QSR operations the emphasis is on cleanliness, speed, food quality, and consistency. In the fast-casual segment, the emphasis is on cleanliness, speed, freshness of menu items, and taste. In the casual restaurant segment cleanliness, comfort, variety of menu items, and food and beverage quality are of the utmost concern. Fine-dining restaurants seek to offer the best in food and beverages in very attractive settings, and with a high degree of personal service. In these operations, high-quality customer service means an emphasis on cleanliness, personal service levels, ambience, elegance, food and beverage quality, and food and beverage presentation. 3.列举出每一个餐厅或餐饮服务机构优质客户服务特征的列子 每种形式的餐厅或餐饮服务机构都在努力提供优质的客户服务。对于连锁快餐，它们业务的

重点是清洁，速度，食品质量和一致性。休闲快餐，重点则是清洁，速度，菜单项目新鲜，以及味道。休闲餐厅，侧重点则是清洁，舒适，菜单选项的多样性，以及食物和饮料的质量。高档餐厅则是力求在最具有吸引力的环境中，提供最好的食物和饮料，以及最高规格的个人服务。在这些餐厅中，优质的客户服务意味着清洁，个人服务水平，环境氛围，优雅，食品和饮料的质量，以及食品和饮料的呈现。

4. Explain the role of managers in the development of a customer service culture.

To develop customer service cultures in their operations, managers perform five critical functions:

planning, organizing, directing, training, and controlling. Planning is the activity that identifies goals and the strategies that will be used to achieve goals. Organizing is the function involved in arranging the resources available for reaching goals. This task involves deciding what is to be done, who will do it, and the tools required to reach the goals. 4.解释管理者在客户服务文化发展中的作用

为了发展餐厅的客户服务文化，管理者应该执行五个关键功能：计划，组织，指导，培训和

控制。计划是确定目标的活动，是实现目标的策略。组织的功能是合理安排资源，以达到目标。这项任务包括决定要做什么，谁来做，和需要什么工具，才能完成目标。 Directing is the function of leading others to do their very best work. Training is a tool managers

use to improve their employees> skills, knowledge, or attitudes. Controlling is the term used to describe a manager s efforts to monitor performance and take corrective action as needed. Control consists of measuring current performance, comparing it with desired results, and then readdressing the planning, organizing, directing, or training actions needed to achieve organizational goals.

指导是指领导别人使他们发挥最佳工作的功能。培训是管理者用来提高员工技能，知识和态

度的工具。控制是描述一个管理者监控能力并采取纠正措施的术语。控制包括了分析当前形势，与预期结果进行比较，然后调整计划，组织，指导以及培训来保证实现餐厅的目标。

5. Explain the role of staff in the delivery of high-quality customer service.

Each member of a restaurant or foodservice operation’s staff plays an important role in achieving

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