mactonla（mactonla）.doc

mactonla（mactonla） Service management First, the definition of service: Through a specific way, approach, attitude, skill and emotion, the customers material needs, spiritual needs and convenience requirements are satisfied by an action effort to create new customer needs. Two, the purpose of service: Through 100% of customer satisfaction, increase repeat customers, improve turnover. Three, service standards: 1, provide hot and fresh products 2, to provide quick and accurate service, reliable, enthusiastic and friends half of service, beyond expectations, impressive service, so that customers get a pleasant dining experience. 3, customer waiting time: customers join the queue line until the beginning of the meal time, not more than 4 minutes. 4, customer acceptance service time: customer acceptance meal starting to welcome re arrival time, the provisions of not more than 2 minutes. 5 、 handle customer complaints effectively and quickly. Four, service policy: 1, QSC+V (quality, service, health + value). 2, TLC (attentive, caring, caring) 3, customers always first. 4, energetic, young and excited. 5, immediately start work, no excuse for doing things. 6. Maintain professional attitude. 7, it all depends on you. Five, service procedures: 1, the gate has a staff of Welcome XX restaurant and Sir, welcome to visit again, walking, a certain smile warm and generous. If its raining, there are special customers at the door, and the guest umbrellas are equipped with plastic sleeves. 2, the counter clerk shouted to the customer at the counter, Welcome!. 3, accept the meal. (1) asking, suggesting (inducing) selling. On the one hand, we should put ourselves in the thinking of customers, ask for clarification, such as eat in the hall or take out? On the other hand, we should also seize the opportunity to increase sales, and let go of promotional opportunities, such as: another big coke? (2) repeat what the customer says (especially when the product is more or less clear). (3) the