Customer Service Standards and Key Terms

Vocabulary flashcards covering customer service plans, service standard key areas, and associated management terminology.

Coaching

Helping employees improve their job performance.

Condiment

Food added to enhance flavor, such as ketchup or mustard.

Customer service plan

A plan that establishes and monitors customer-service standards.

Decibel

A unit used to measure sound level.

Emergency plan

Procedures for responding to emergencies.

Facilities

The physical areas and equipment of a business.

Foot-candle

A unit used to measure the amount of light in an area.

HVAC

Heating, ventilation, and air conditioning.

Mission statement

A statement explaining an organization’s purpose.

Reasonable care

Taking appropriate steps to prevent harm or accidents.

Recruiting

Finding and attracting potential employees.

Safety audit

An inspection to identify safety hazards.

Screening

Evaluating applicants to determine if they are suitable for a job.

Standardized recipe

A recipe with exact ingredients, amounts, and preparation instructions.

Products (Service Standards Area)

The service standards focus area concerning food quality, standardized recipes, portions, condiments, and utensils.

Employees (Service Standards Area)

The service standards focus area concerning how employees treat and serve guests.

Facilities (Service Standards Area)

The service standards focus area concerning lighting, sound, temperature, cleanliness, and overall environment.

Safety & Security (Service Standards Area)

The service standards focus area concerning preventing accidents, protecting guests/employees/property, and emergency procedures.