Customer interaction during service

Approaching the Customers

Eye contact: Always try to make polite eye contact when speaking with the customers; this indicates that you are giving them your full attention.
Greeting: Begin your service by greeting the customers in a polite and professional manner. This can usually be a simple ‘Good evening’ or ‘Good afternoon’.
Engagement: Engage the customers in light conversation to put them at ease and set the tone for an enjoyable dining experience.
Recalling information: If the customers are repeat guests, try to remember anything they have shared during previous visits like preferred drinks, dishes, or other preferences.

Clarity: When explaining the menu, your description should be clear, detailed, and precise. Use language that the customer can understand.
Specials: Highlight any specials or seasonal items on the menu that the restaurant is featuring for that day.
Dish specifics: Explain the ingredients and cooking methods of the dishes so that customers can make an informed decision.
Allergies and Dietary preferences: Inquire about any allergies or dietary restrictions/preferences the customers may have before suggesting dishes.

Respect: Respect customers’ privacy and space throughout the meal. Serving should be smooth and discreet, avoid hovering around the tables.
Plate placement: Remember to serve plates to the guest from the guest’s left with your left hand and clear them from the guest’s right with your right hand.
Refilling: Be attentive to signs that customers need something, such as an empty water glass or wine bottle, and make sure to refill promptly.

Responding: When faced with queries or complaints, respond politely and swiftly. It’s crucial that customers feel they are being heard and respected.
Knowledge: When customers ask questions about the menu, show your knowledge about the dish preparation, ingredients, and taste profile.
Mistakes: Should any mistakes occur, such as delivering the wrong dish or an overcooked meal, admit the mistake, apologize professionally, and take immediate steps to rectify the error.

Check back: Do a final check back with the customers before they leave to ensure they were satisfied with their meal and service.
Goodbye: Conclude service by bidding the customers a polite goodbye and expressing hope that you see them again.
Follow-up: Depending on the restaurant policy, you may also want to make a follow-up call to the customers to gather feedback and work on improving future dining experiences.