Moments of Truth. Understanding customer expectations Restaurant Experience Pre Service and arrival First point of contact Making a booking Research- website/facebook/google maps/booking siteClear layout, gallery of pics, easy to find, easy to access/usePriced well, good selection and variety, appears in google mapsWord of mouth – positive or negativePhone call – quality and friendliness of the contactEase of booking onlineResponse time for confirmation Arriving at the restaurantEase of getting to the restaurant eg; traffic, google maps, parking and difficulty levels in walking to the business, security(safety), lights , street scape, state of the SHOP window. Entering the establishment Cleanliness, Décor- fresh or tired, old or current, how busy is it, smells, temperature, overall ambience, frayed carpet, chipped paint, general wear and tear. Welcome Inviting, welcoming, friendliness of host, used your name, timeliness, did you get offered to have a drink in the bar if appropriate. Was the booking correct. Escorted to the table/seated at the table Service Taking the order (Food and Drinks) Orders delivered to the table (Food and Drinks) Product satisfaction and Service period End of Service Presentation and payment of account Farewell and departure from the business
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