7 Things Supervisors do

1. Conduct basic management skills (decision making, problem solving, planning, delegation andmeeting management)
2. Organizing their department and teams
3. Noticing the need for and designing new job roles in the group
4. Hiring new employees
5. Training new employees
6. Employee performance management (setting goals, observing and giving feedback, addressing performance issues, firing employees
7. Conforming to personnel policies and other internal regulations

What is “Supervision”?

Supervision is the activity carried out by supervisors to oversee the productivity and progress of employees who report directly to the supervisors. Supervision is a management activity and supervisors have a management role in the organization.

WELL-TRAINED EMPLOYEES
ARE THE KEY TO
SATISFIED CUSTOMERS

the most important rule of working in the customer service
field: it is the customers, not the company, who pay the wages.
CUSTOMERS = REVENUE = WAGES = EMPLOYEES

Customer service training is important because customers have many choices.
If they are not happy with the way they are treated, they can take their business elsewhere

Your Mission

YOU MISSION IN SERVICE

• Why do customers remember us?
• How do customers feel after they deal with us?
• What do customers tell their friends about us?
• In what ways do we help one another in our department?
• How does our department support the
general aim of our company?

A customer

“A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider to our business. He is part of it.
We are not doing him a favour by serving him.
He is doing us a favour by giving us the opportunity to do so.”
—Mahatma Gandhi

Understanding your customers

We all need to take the time and energy to listen to what our
customers have to say. We have to look for ways to make our customers
feel comfortable, and to tell us their opinions on what we do
well and which aspects of our business we need to improve.So looks at
ways of finding out what your customers expect from you, what they
like and dislike about your business, and how to use these opinions
to improve your overall level of customer service.

1 Always put yourself in your customers’ shoes
2 What do your customers expect from you?
3 Hire a mystery shopper to evaluate your business
4 Observe your business objectively
5 Take the time to talk to your customers
6 Encourage your customers to give you their opinions
7 If you ask for opinions, be prepared to listen to them
8 Start a customer satisfaction survey immediately

Relations

The three legs of customer relations are:
1. The relationship that exists between the
employee and the customer
2. The relationship that exists between the
employee and fellow employees
3. The self-esteem of the employee

The most common customer service mistakes

Customer service can go wrong when:
1. Customers are kept waiting.
2. Promises are made but not kept.
3. Customers are treated like idiots.
4. Communication skills are poor (staff lack the ability to talk to customers).
5. Sales skills are poor (staff can’t make a recommendation).
6. Service is inconsistent (good one day, bad the next).
7. It is difficult for customers to buy products.
8. Staff have poor complaint resolution skills.
9. Staff don’t say ‘thank you’ at the end of the sale.
10.There is no follow-up on a sale

The Principles

Use your own experience as a customer to
help you understand the principles of good
customer relations.

The three secrets to really satisfying your customers

Customer service is really about satisfying your customers so the is the secrets

1. Take the time to find out what your customers
expect from you.
2. Always meet these expectations.
3. Always try to exceed these expectations.

Ways to really satisfy your customers

Ways to really satisfy your customers

1. You need to know and clearly understand what your customers expect from you.
2. You need to know what your competitors are offering.
3. You need to meet and, where possible, exceed your customers’ expectations.
4. You need to think like a customer.
5. You need to make customer service a priority.
6. Your customer service standards need to be reviewed regularly.
7. You must communicate with your customers.
8. You must focus on details and the little things that will make your business stand
out.
9. You must deliver what you promise.
10.You must treat your customers with respect.

Customer Service Means . . .

Customer service means:

• Doing ordinary things extraordinarily well.

• Going beyond what’s expected.

• Adding value and integrity to every interaction.

• Being at your best with every customer.

• Discovering new ways to delight those you serve.

• Surprising yourself with how much you can do.

• Taking care of the customer

Food Safety Definitions

Food Safety – The processes, procedures and precautions that the hotel is to take to ensure a safe food is served.

HACCP – Hazard Analysis and Critical Control Point.

Hazard – Refers to any part of the food production chain that is not acceptable because it has the potential to cause a food safety problem. It can be a microbial, chemical or physical property that will cause a product to be unsafe for consumption.

MICROBIAL – is a living organism, e.g. bacteria, parasites, mould & viruses.

CHEMICAL – cleaning chemicals, insecticides, pesticides etc.

PHYSICAL – foreign objects, e.g. glass, metal, plastic etc.

ALLERGENS – food allergies from nuts, soy, sesame seeds, shellfish, eggs etc.