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IntroductionService Quality & SERVQUALChecklist

Critical Incident Technique (CIT)Brand Value and StandardService RecoveryBlueprint

Building Customer LoyaltyRepeat Customer

Trends

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Is here

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RESTAURANT RATING

Food :

Service :Drink :

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Tangible

convenience,

comfort

good personality of staff

Reliability

good quality of product

Ex. Sushi - fresh raw fish

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Responsiveness -waiters andwaitresses are

available all the time.

Assurance -freshness and

cleanlinessEmpathy - concernwith customers needs

and wants

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Checklist for Fuji Japanese Restaurant

Excellent Good Average Poor

1. Quality of food* Taste

* Freshness & Cleanliness

* Raw Material

* Variety

* Appearance & Utensil

2. Services

* Courtesy

* Supervise

* Friendly * Professional

3. Menu

* Variety

* Easy to read

* Colorful

4. Rapidly

* Rapidly Services

* Food Serving

* Bill Collecting

5. Cleanliness

* Dining Area

* Utensil

* Comfort

6. Environment

* Decoration

* Ambience

* Comfort

* Atmosphere

7 St ff

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7. Staff

* Welcome guest

* Smiling

* Friendly

* Guests seated efficiently

* Present menu

* Uniform

8. Prices

*Cover the cost

9. Dining areas

* The floors are clean, dry and in good condition (Please grade).

Most Less

1 2 3 4 5

* The highchairs, tables and seating are in good condition (Please grade).Most Less

1 2 3 4 5

* The exit signs are illuminated (Please grade).

Most Less

1 2 3 4 5

* The outlets, switches and electrical components are working properly

(Please grade).

Most Less

1 2 3 4 5* The lights are working properly (Please grade).

Most Less

1 2 3 4 5

10. Timing

* Guests are greeted at the table within 60 seconds (Please grade).

Most Less

1 2 3 4 5

* Drink order arrives within 5 minutes (Please grade).

Most Less1 2 3 4 5

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A critical path of service is a list of theservice steps necessary to provide consistentquality service to a customer in order in

which they need to be performed (Martin,2002).

Customer care is all about meetingcustomer expectations: staff attitude andbehavior are critical. The point of sale impactrelies on helpful friendly service, explaining

products and service to the customer,makin sure we understand their needs and

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A service recovery is a preplannedaction in response to a customercomplaint or comment. (Scanlon,

2000). Provide the comment card and

comment box in dining area

Customer complain helps to identifythe level of quality product

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Customer

Arrival

Greeting

TableAvailab

le

QueueNo. Waiting

IntroduceMenu

TakeOrder

Drink

Invite to

table

Kitchen

Cashierprepares

bill

Call forBill

DiningExperience

Pay Bill

Drink &FoodServe

Ask for

member carddiscou

nt

Custom

erLeave

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Assure and develop an understandingof customers

Providing a consistent quality of foodand service

Supervise food servers

Develop effective standard

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Marketing activities

Customer Loyalty Programs

Efficient OperationWell-managed of food service operation

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To maintain the highest possiblestandard

To meet customer needs andexpectation

To produce to same quality of delivery

everytime

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HealthyRestaurant

Fatless and lowcalories food

Co-productionwith Thai Food

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