Customer Service Standards and Management

Vocabulary flashcards covering customer service plans, key areas of service standards, staffing procedures, monitoring standards, and recruitment definitions.

Customer Service Plan

A plan that helps managers set clear service standards, ensure employee expectations are met, improve product and service quality, plan staffing and training, monitor standards, and correct problems when standards are not met.

Products (Key Area)

A key area of service standards that focuses on food quality, standardized recipes, portions, condiments, and utensils.

Employees (Key Area)

A key area of service standards that focuses on how employees treat and serve guests.

Facilities (Key Area)

A key area of service standards that focuses on lighting, sound, temperature, cleanliness, and overall environment.

Safety & Security (Key Area)

A key area of service standards that focuses on preventing accidents, protecting guests/employees/property, and emergency procedures.

Recruiting

Finding and attracting potential employees.

Screening

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

Staffing to Achieve Service Standards

Managerial actions involving recruiting qualified employees, selecting the right employees, training on service standards, coaching to improve performance, and scheduling enough employees while staying within budget.

Monitoring Product Standards

Actions taken by managers to check standardized recipes, inspect food as it is prepared and served, ask guests about food quality, and respond to feedback.

Monitoring Employee Standards

Actions taken by managers to observe employee performance, identify problems, correct mistakes, and coach employees when needed.

Monitoring Facility Standards

Actions taken by managers to check lighting, sound, and temperature, ensure the restaurant environment meets standards, and fix problems when standards are not met.

Monitoring Safety & Security Standards

Actions taken by managers to regularly inspect the operation, identify safety hazards, make necessary repairs, and ensure employees follow safety rules and procedures.