Signals of customer dissatisfaction include: frowning, playing with food, you should do as an ARM ..........
a. Generally, ask if you can help b. State, “I noticed you seem dissatisfied.” c. State your observation of dissatisfaction and ask how or if you can help
Team Members must follow standards for appearance in terms of neat and clean uniform, face, hands, and hair: why?
Because good personal hygiene gives customers a good impression of the restaurant standards for cleanliness
A customer complained about an order received on a day that you did not work. Who is responsible for resolving the issue and making the customer happy?
You
When the floor gets wet in the customer area, you should first:
Place the “Wet Floor” sign near the affected area
How can the MOD make safety a priority during the shift?
Discuss safety during the pre-shift meeting Coach Team Members when you notice them not following standards Recognise Team Members that follow standards
Why is it important to ensure that Team Members follow food handling procedures?
To minimise the risk of serving contaminated food so customers receive the high quality product they expect
Cashiers should keep a minimum of cash in their cash drawer/register to:
Reduce the likelihood of a robbery
If Team Members clean as they go, it will:
a.Provide a more pleasant work environment to improve morale and performance b. Increase the pride Team Members feel about their jobs c. Decrease the incidents
What do you need to do to ensure a negative experience becomes a positive one for a customer?
a. Apologise b. Replace the order c. Give a refund if customer asks for it d. Offer the customer a coupon or a dessert to thank them for giving you a chance
The single, most important thing Team Members can do to prevent micro-organisms from contaminating food items is to:
Wash their hands
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