What does CQSMA stand for?
C- Cleanliness
Q- Quality
S- Service
M- Maintenance
A- Atmosphere
Activity 2
Think about the type of things that make up the 7 points of the company promise and list them below.
GREAT BEER:
Correct Glass
Clean Glass
Perfect Pour (5% head)
Clean beer lines
GOOD FOOD:
properly cooked
correct crockery
correct cutlery
good presentation
CLEAN SURROUNDINGS:
tables cleaned
cigarette trays emptied
no clutter
regular toilet checks
NO MUSIC (except Lloyds Bars):
No music on P.A.
Fruit machines turned down
no personal music systems
sociable atmosphere maintaned
PROMPT SERVICE:
customers acknowledged on approach
served promptly
food out in 10 mins
tables cleared 5 mins
NON SMOKING:
no smoking inside pub
smoking only permitted outside
ash trays provided
FAMILY AREAS:
high chairs available
pleasant dining area
away from bar
ACTIVITY 3
Give a brief example of what you would like to see if you were a customer coming into one of our pubs:
Tidy entrance, clean surroundings. Neat and friendly looking bar staff. Happy people. Warm in the winter, cool in the summer. Other customers appearing to enjoy their visit/meal.
Toilets clean, out door smoking only. Polite and considerate staff and customers.
ACTIVITY 4
Good Customer Service Includes:
Polite Staff
Friendly
Efficient
Helpful
Informative
ACTIVITY 5
Think about when you go into a bar, pub or even a shop regularly. Who do you see to be served? Is it the same person? If so, why do you go to that same person?
(note: this is a bit of a bs question...just tell them what they want to hear, and try to make it apply to you and your town)
I always enjoy being served by Dan at The Pavilion Taverns in Brighton. He always greets me with a smile, remembers my order and is very quick to serve, as well as being friendly and talkative.
ACTIVITY 6
In the box below, write down what you learnt from completing your 100 Club and why it is so important for customer service:
The 100 club helped me to remember the name and regular beverage of a variety of customers, as well as appreciating certain facts about them which I can use as a conversation making tool.
This is important, as it makes the customer feel valued, which encourages a return visit.
ACTIVITY 7
How long should it take you to acknowledge a customer who walks to the bar? 10 seconds
How long should it take for the customer to be served? 2 minutes
From your 100 club, give the name of 3 regular customers and what they drink: Steve-Krounenbourg Rick-Sailor Jerry Tony-Ruddles
QUESTION?
What signs would you look for to identify if a customer may have a disability?
Disabilities vary, you can not always tell simply by looking at a person. However, some signs I may look for would be a difficulty with speach, carrying things, reading or looking directly at someone/being easily intimidated.
I work hard to help all customers in anyway I feel I can and treat everybody equally.
ACTIVITY 8
Explain how you would serve the following customers:
A customer in a wheelchair? Helping them to find a spacious table, use the elevator and carry their drink to their table.
A customer with a visual impairment? Helping them with reading the menu, carrying drinks to their table
A customer with a hearing impairment? Speaking loudly and clearly, occasionally using sign/gestures, remaining patient when needing to repeat myself.
ACTIVITY 9
A customer with a visual impairment comes into your pub. What could you do to help them whilst they are in the pub?
Help them to find a table, read the menu and carry their drinks for them.
ACTIVITY 10
Think about the following groups of people that would visit a JDW pub, list what would make them be attracted to visit:
Familys
- Good value food
- seperate family dining area
- Food brought to table
- Friendly Atmosphere
- High chairs available
- Clean and Tidy
- Polite and Patient staff
Business People
- change of scene from office
- friendly staff
- large tables
- good for informal meetings
- clean and tidy
- presentable staff
- free wifi
Locals/Regulars
- friendly staff
- name remembered
- drink remembered
- customer feels valued
ACTIVITY 11
List below some examples of who would benefit from good customer service:
The customer- remember their visit for the right reasons
The staff- shift runs smoothly
The company- the custom will return
ACTIVITY 12
Write down three reasons why you would need to refuse sale of alcohol to a customer:
1. Underage
2. Too drunk
3. Being aggressive towards staff or other customers
QUESTION?
How old should a customer appear before you consider serving them alcohol? 25
What is the legal age to purchase alcohol? 18
What age do we check for before serving? 18
What forms of ID do we accept? PassLogo ID, Drivers Lisence, Passport, Military ID
Why do we have a refusal button on the till and when should you use it? To keep a ligitimate record. You should use this every time you refuse some service.
Should you need to refuse the sale of alcohol to any individual for any reason, what should you say to them? Apologise, explain why you can't serve them in a calm and non-challenging manner.
What do you think are the potential consequences of dealing with a refusal in a poor or insensitive manner? The customer may be offended, and being defensive or aggressive.
What are the consequences of serving a person who should be refused? A large fine, with possible legal action taken.
ACTIVITY 13
(to be signed off by manager)
ACTIVITY 14
Scenario 1:
It is sunday lunch time, two staff have called in sick, the other person who is in the kitchen is new and quite slow. A customer calls you over to tell you they have been waiting 15 minutes for their food. Do you...
Answer- B: Ask them what they ordered, check with the kitchen staff to see when it will be ready, apologise for the delay and inform the customer when their food will be ready.
Scenario 2:
A customer is returning a cloudy pint of Abbot. He is not happy and the beer smells funny. Do you...
Answer- C: Apologise and offer a different ale or money back
Scenario 3:
You have just walked onto the bar after a break. It is packed and you do not know who is next. You ask the customers who was next and 5 people shout "I'm next". You start to serve the customers. One customer who has his back to you isn't very happy you have not served him, as he believes he was next. Do you...
Answer- A: Apologise for keeping him waiting, he will be served as soon as possible.
Congratulation! This booklet is now complete.
