Deck 9: Customer Service

Question 1

Explain a moment of truth.

Answer 1

A moment of truth is any time a customer can develop an opinion about your restaurant.

Question 2

Define passion.

Answer 2

Webster's dictionary defines passion as "an intense, overwhelming feeling or conviction-strong liking or desire for or devotion to some activity, object or concept."

Question 3

Give at least 10 examples of moments of truth during the dining experience.

Answer 3

a.the telephone call
b.the drive into the parking lot
c.the entrance
d.the greet by the host
e.the walk to the table
f.the cleanliness of the table
g.the greet by the server
h.the knowledge of the server
i.timing of the deliver y of food and beverage
j.presentation and quality of the food and beverage
k.noise level of the restaurant
l.cleanliness of the bathrooms
m.removal of plates and unnecessar y utensils
n.offering of dessert or after dinner drinks
o.presentation of the check
p.leaving the restaurant
These are a few of the many moments that can impact the dining expe- rience.

Question 4

What is a moment of truth?

Question 5

Define sincerity.

Question 6

What are some barriers to delivering great customer service?

Question 7

Define the internal customer.

Question 8

According to an article in USA Today, what were 5 of the top 10 issues restaurant customers encountered?

Question 9

Define owning the dining experience.