New Employee Onboarding
New Employee Onboarding
Customer Service Quiz
What do you say to the guest upon arrival?
“Hi, welcome to Go Burrito.” Then study their face to see if you can tell if they are a new customer and if you think they are, ask them, “is this your first time visiting Go Burrito?”
You say nothing. What’s there to say?!
“Welcome to Go Burrito. Home of the biggest Burritos. Can I take your order?”
How do you handle a timid guest?
Do not make eye contact with them and lack general interest in their presence.
Genuine interest and patient understanding will put this type of guest at ease. Do not rush them and encourage them.
Laugh at them.
How do you handle a guest that is alone?
Make an announcement to the entire restaurant and try to match them with another customer who is alone.
Ask them to go home with you so you can make them your famous Chicken Pot Pie.
Don’t call attention by asking if he is alone. The guest may be lonely and want someone to talk to. Be friendly, but don’t neglect other guests.
How do you handle a guest with injuries/disabilities?
Ignore them. You have other things to get finished so you can leave early.
Be gentle, but do not treat them like a child. Be helpful, ask if you may assist them, but do not be too eager. Be considerate, do not call attention by hovering.
Hover over them while they eat.
How should you conduct yourself when encountering an unhappy, irate guest?
Start crying immediately and run away.
Explain that it’s really not your problem they are upset.
Maintain your composure always, and never raise your voice or become disrespectful in any way.
What are the six principles we practice?
Respect, Service, Passion, Family, Tradition, and Heart
Disrespect, Anti-Tradition, Anti-Family, Bullying, Judging, and Disservice
Respect, Passion, Family, Dishonesty, Tradition and Heart
If a customer calls about a complaint, should you handle it?
No, you should politely let them know you are going to hand the phone off to your manager on duty.
Yes, and then you can forget what they said so they call the next day even more angry than they day before.
No, you should just hang up on them.
What do you do and say to a customer if you do not happen to have the ingredients for a customer’s selection?
This isn’t Burger King, you can’t have it your way.
Give them their meal for free because we are out of what they really want.
Apologize that we are out of said item and reommend what you think would be the closest menu item to what they are looking for.
Which type of guest is the hardest to please?
The timid guest.
The fussy guest.
The aggressive guest.
How do you welcome a guest as they enter the restaurant?
Turn your back on the customer and continue your conversation with Vicky.
You don’t say anything.
Make eye contact, smile, and extend your hand upward in a wave or simply say, “hello!”