Cashier Fundamentals and Customer Service: Difference between revisions
Cashier Fundamentals and Customer Service (view source)
Revision as of 16:02, 16 May 2024
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(Created page with "== Quick Reference == === Supplies === Make sure you have all your supplies available to prevent a customer from having to wait * Printer Tape (Extra Roll) * Stapler with plenty of staples * Tape Dispenser with plenty of tape * Pen * Sharpie Marker * Ultraviolet Counterfeit Detector == Work Safe == * Wash hands before starting work * Once you have handled money, do not handle any food items without first washing your hands * Do not make any bare hand contact with t...") |
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* If the order is “take out”, remove the tray liner | * If the order is “take out”, remove the tray liner | ||
* Always place the receipt on the serving tray | * Always place the receipt on the serving tray | ||
== Four Keys to a Happy, Satisfied Customer == | |||
=== Key #1 === | |||
'''''Making them feel welcome''''' | |||
* Greet the customer as you would a friend Never follow a “script”. Be yourself Make sure they feel welcome | |||
* Call the customer by name if you know it. | |||
* Always determine if the order will be “Eat In” or “Take Out”. We never want to say, “Here or to go?” This sounds very unfriendly and robotic. | |||
* Be friendly. Be sincere. Treat customers like a guest in your home. Be yourself, not robotic. Just an example, (“Good Morning, Mr Jones! It is good to see you Will you be eating in our dining room today?”) Remember to be yourself. | |||
=== Key #2 === | |||
'''''Determining their needs''''' | |||
* If suggestive selling, do not be pushy If we are suggestive selling something we are promoting, just let the customer know. Example, (“Would you like to try our triple chocolate shake?”) | |||
* Never interrupt a customer while they are placing their order. This will be perceived as rude. | |||
* If upselling, never be pushy. Never upsell more than one item, and only at certain times as you may be directed by your manager. (Example: A customer orders a Big Jack Combo You may ask the customer if they would like to make the combo “large”) | |||
* After a customer completes their order, always ask, “Can I get you anything else?”. This sounds much better than saying, “Is that all?” | |||
* Confirm the order. Always repeat the order back to the customer. This will ensure the order is entered correctly, and will eliminate a lot of incorrect orders going out to our customers. | |||
* Give the customer the total. Always give the total in dollars and cents at drive-thru Example: “That will be four dollars and 23 cents”. This will be easier for customers to understand and enable them to have their payment ready when they arrive at the window. | |||
=== '''Key #3''' === | |||
'''''Taking care of their needs''''' | |||
* Frontline customer’s orders must be called out correctly to the backline | |||
* Do not use a lot of “wasted” words This may confuse the backline. Use as few words as possible (See Chef Jack’s Terminology Table in CTG #2). | |||
* Never interrupt a customer when they are placing their order. Wait until they are finished before calling the order out to the backline. | |||
* If the customer is using a debit or credit card, and the card will not read or is declined, make sure you do not embarrass the customer or upset them by what you say..... Apologize, and politely ask for another form of payment. | |||
* If a customer is using cash, always lay the bill in view of the customer until change is accepted | |||
* When assembling an order on frontline without an expeditor, always place the cup on the tray first Any fries ordered are placed on the tray last to ensure they stay hot | |||
* When assembling a drive-thru order give them their drink first | |||
* Always make sure the drink has a marked lid and to give the customer a straw | |||
* When assembling a drive-thru or take out order, the bag should always have the sandwich on bottom and fries on the top | |||
* Place napkins, condiments, and sauces in the bag as well and let the customer know they are in the bag | |||
* When assembling a frontline or drive-thru order, always visually confirm the order to make sure it is correct before presenting to the customer | |||
* Verbally confirm the when presenting to the customer (Example: Here’s one Big Jack no mayonnaise, one fry, and one apple pie) | |||
=== Key #4 === | |||
'''''Making sure they come back''''' | |||
* Make sure the customer is satisfied | |||
* Always say “Thank You”, and ask the customer to come back Use your own words | |||
* Your smiling face and your friendly service will make the customer want to come back | |||
* Remember: “Smiling Faces & Friendly Service” is not a phrase It is who we are! | |||
== Drive-Thru == | |||
* Prior to the next customer in line arriving at the window, press the “Oldest Unpaid (recall)” button on the recall register to obtain the amount of the order | |||
* Tape receipt to the last bag of the order (Tape to the cup if only item) | |||