CUSTOMER SERVICE

Psikologi Pelayanan (PSP)

By: Fajar Kusnadi K.P M.Sc.

Components of Happy tourist

1 smile The smile gives visitors a warm welcome
2 eyes Eyes establish direct contact with them
1 voice 1 mind
One voice and mind gives the tourist a perception of the
enchanting sounds and picturesque scenery of the region
2 ears Two ears are essential for listening to what the visitors
are looking for.
1 firm handshake One firm handshake wishes them a
pleasant stay
Spice it up with a well-trained staff. Bake well at summer
temperatures before opening and you will have a tourist
destination to be proud of.

(New Brunswick Dept.of Education, 2005

What does Customer Service in

Restaurant mean?

Customer Service is an effort that do in our

outlet to fulfill the Guest needs (Service,
Product, Environment) with the intention to
provide unforgettable dining experience

Why Customer Service is

important?

To build a good rapport

with the Guest
As an interaction tools
toward Guest and among
staff.
To build good Reputation
and Image of the
Company.
Gaining trust from the the
Guest toward our product
and service.
Make up the Guest as our
loyal business partners

High quality Food and beverage will worthless

without sincere service.

Why do we occasionally fail in

implementing Customer Service?

There are 3 major

factor that caused
Customer Service
cant be maximal
accomplished.

This is because there is no Sincerety in doing our job.

3 important factors in Customer Service

Consistency

Attention to detail

Personalized Serviced

Attention to detail

Looking after for the need of the Guest who come to our
restaurant.
Knowing the character of Guest.
Treat the Guest equally regardless seeing their race, appearance,
gender, social; status, background, religion,etc.
Always trying to deliver assistance when its needed.
Have capability to give suggestion toward food and beverage
ordered by the Guest.
Being knowledgeable of all the product.

Consistency

Keep maintaining food and beverage presentation, portion, standard

recipies and its cleanliness consistently.

Wide knowledge of Food and Beverage in particular.

Friendly, polite, and professional service.

Building up good rapport with the Guest consistently.

Personalized Service

Consistently provide a warm smile and greeting in any condition.

B e familiar with the Guest name and recognize their preference.
Propose kind assistance and always recommending of each
product.
Maintaining positive attitude and behavior professionally.
Ask for the name of the new Guest.
Express exit greeting constantly.
Exceeding the Guest needs before it is being asked.

HOW DO WE RECOGNIZE
OUR GUEST?
By putting our
self into their
shoes-

What do we have to know from our

Guest?

Understanding of their time of

visiting our store.
Understanding of their time to be
taken care of nicely in our
restaurant.
Understanding of their behavior of
being selective, picky, or choosy.
Understanding of their rush time.
Understanding the need of being
taken care, to listen their point of
view.
Understand their need to be
considered as Very Important
Person.

Every Guest is an asset to our

bussines.
Thing to remember:

Maintaining loyal Guest is more

difficult rather than having new
one.

Things below are several principles

in implementing Customer Service

Polite all the times and make smile as the core part of
your life.
Never ignore the Guest.
Being friendly and nice, while continually greet the Guest
warmly.
Being a good listener and look after the Guest needs
persistenly.
Put a high respect toward our Guest.
Anticipate Guest needs quickly and in a proper way.
Consistently maintain service, product, and environment
based on high quality standard.
Honest.
Maintaining body language and warm tone of voicen
professionally.

Things to be performed :

Warmly smile.
Remembering the Guest
name.
Knowledgeable
Attentive
Flexible
Polite and friendly
Greeting
Consistent
Care
Enthusiastic
Honest
Sincere

Things are not allowed

Ignorance and careless

Passive
Depreciate
Negative thinking
Unfriendly
Inattentive/ negligent
Self-centeredness
Discriminative
Rude

Things to remember:
Implementing Customer Service is not as
difficult as we imagine
Put value on our own
job and efforts, doing it
sincerely from our
heart and there would
be a satisfaction
within ours

Thank You &

GOOD LUCK