Delightful Customer Service in the Retail Food and Beverage Industry 2-Day Interactive Workshop

Overview

It’s common wisdom that happy and delighted Retail Food and Beverage (F&B) customers progressively spend more at F&B outlets. But are we doing enough to keep and delight them?

In addition, word of mouth referrals is still one of the most effective forms of marketing in the F&B industry. And… no one shouts the praises of your F&B operation louder than your satisfied and delighted customers.

Instead of relentlessly chasing new customers and market share, what if we invested some resources to go above and beyond in serving our existing customers, and to exceed their expectations?

We have gotten so used to horrible customer service that we dread waiting in line, ordering food, or asking for help. In fact, we’ve grown so used to unhelpful or downright arrogant waiters. Even before calling them for help, we anticipate speaking to an enemy instead of someone who can give us great food recommendations, or deliver to us an excellent dining experience.

But what if everyone in your F&B outlet was warm and empathetic? What if they carefully listened to our needs without jumping to conclusions? What if they understood our frustrations and were trained to help us feel at ease and comfortable?

It’s proven that customers make purchasing decisions based on feelings such as trust and loyalty. When we go above and beyond to serve our customers, we are strongly reinforcing those positive feelings. In such a situation, they can’t help themselves from buying more food and drinks! Of course, it becomes really easy for them to recommend our F&B outlet to others as well!

In this regard, Teacher Kean teaches your employees to harness the powerful Law of Connection, shares crucial rapport building and communication skills from his training as a UK Barrister, as well as his years of relationship management experience from the investment banking industry, in this engaging workshop to immediately help your F&B employees delight customers for increased and recurring business!

Learning Objectives

This programme seeks to inculcate into each participant next level uplifting customer service skills so they can generate recurring business for your F&B organization.

At the end of the workshop, participants shall hold in their hands’ specific skills, knowledge and behaviours that can propel themselves and the organization toward greater results.

Methodology

Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you’ve already accumulated. They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization’s success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Learning Outcomes

Upon completion of the workshop, participants should be able to:

Foster an excellent uplifting F&B customer service culture, going above and beyond to serve their customers

Establish your organization’s Customer Service Standards, from greeting customers, to recommending / upselling food and beverages, to resolving complaints

Utilize advanced techniques to communicate with different types of customers (SCMP, DiSC) and learn how to choose the right style of service, delivering an excellent service experience to each customer in different situations

Start Winning from the Beginning - Advanced techniques to help customers trust them rapidly, through the power of sincere and honest appreciation, remembering names and non-verbal communication skills

Manage Customer Expectations – keeping clear service promises helps build goodwill and navigate challenging situations much more successfully

When customers have complaints, how to seek out, and listen actively to the customer’s concerns and desires through effective, elegant and diplomatic fact-finding

Understand the various forms of customer objections, what the customer really wants when those objections are raised, and use advanced techniques to effectively communicate and handle each of these objections

Master the Customer Service Standards, including:

Greeting their customers with smiles, warmth and passion
Leading customers to seats, handing over menus (or QR codes) politely, and assuring customers they are on hand to address any queries
Effectively recommend / upsell food and beverages to the customers, based on their individual customer profiles (SCMP, DiSC)
Taking orders and positively reinforce the customer so they buy more
Presenting the bill and thanking the customer, making them feel valued so that they are eager to dine with your organization again
When things go wrong, deal with complaints effectively in accordance with the Customer Service Standards and listen to the customer with empathy

Learning Outline

MODULE 1: Developing an Over-the-Top Customer Service Culture

An interactive discussion and introduction to customer service, and why it’s crucial for every F&B outlet to have the highest standards of customer service

An introduction to developing fundamental customer service principles and to improve the customer experience at every point of contact

Establish the common service language for your organization’s customer service standards (helpfulness, response time, escalation, understanding), so every member is aligned with your organization’s priorities and objectives

Understanding the role of managers and other supporting staff in the F&B outlet

Customised Role-Playing Activities for your organization – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 2: Delivery of Value to Customers and Building Relationships Effortlessly

Our retail customers can come in all shapes and sizes, from the friendly to the downright nasty. We conduct a deep analysis on different personality profiles (SCMP, DiSC), and how to choose the right style of service, delivering an excellent service experience to each customer in different situations

Start Winning from the Beginning – Advanced techniques to help F&B customers like us instantly, through the power of sincere and honest appreciation, remembering names and non-verbal communication skills

A deeper dive into understanding non-verbal communication skills and why it is more important to observe and maintain our own ideal body language instead of reading others

The role of language in establishing connections with others – how Positive Reinforcement and Universal Language is absolutely vital in putting the customer in a receptive mood

Managing Customer Expectations – How keeping clear service promises helps build goodwill and navigate challenging situations much more successfully

Develop a deep sense of loyalty by helping our F&B customers feel appreciated and treasured

All around the world, and especially in Asian culture, we try to get the buy in of our customers by apologizing unnecessarily – in truth, these unnecessary apologies greatly hurt our chances of building rapport and serving our customers properly

MODULE 3: Dealing with Complaints and Understanding What the Customer Wants

When customers have complaints, how to seek out, and listen actively to the customer’s concerns and desires through effective, elegant and diplomatic fact-finding. Participants will be trained how not to project their own assumptions onto the customer

How to kill our internal dialogue so we are fully immersed when our customer is speaking

Put ourselves, honestly and sincerely, in the customer’s shoes. See things from the customer’s point of view and share your appreciation with them

Empathize and echo the customer’s needs, concerns and desires and to provide the correct assurances

Customised Role-Playing Exercises for your organization – Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 4: Handling Difficult or Emotional Customers

Participants will learn techniques on how to convert difficult customers and their emotions, listen closely to their concerns or feedback, and to suggest alternatives effectively

A deep dive into the various forms of objections, what the customer really wants when those objections are raised, and how to effectively communicate and handle each of these objections

Customised Role-Playing Exercises for your organization – Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 5: Practical Application of Your Organization’s Customer Service Standards

It’s time to put all the knowledge and skills learnt to practical application! We start by establishing the Customer Service Standards for your organization

Participants will be separated into groups. Role-play exercises will be conducted so that participants can master the Customer Service Standards in realistic training scenarios, including:

Greeting their customers with smiles, warmth and passion

Leading customers to seats, handing over menus (or QR codes) politely, and assuring customers they are on hand to address any queries

Effectively recommend / upsell food and beverages to the customers, based on their individual customer profiles (SCMP, DiSC)

Taking orders and positively reinforce the customer so they buy more

Presenting the bill and thanking the customer, making them feel valued so that they are eager to dine with your organization again

When things go wrong, deal with complaints effectively in accordance with the Customer Service Standards and listen to the customer with empathy