Basic rules of customer service article magazine. Organization of a customer service system in restaurants (basic rules and service techniques, organization and holding of various types of banquets). Basic rules for customer service

Service organizations (executor) provide a service to a consumer (customer) on the basis of a contract for the provision of a service (performance of work), which is drawn up in writing(receipt, other document).

The contract (receipt) shall contain the following information: company name (name) and location (legal address) of the executing organization (for individual entrepreneur- surname, name, patronymic, information about state registration); type of service; service price; the exact name, description and price of materials (things), if the service is performed from the materials of the contractor or from the materials (with the thing) of the consumer; a note on the payment by the consumer of the full price of the service or on the advance payment made during the execution of the contract, if such payment was made; date of receipt and execution of the order; guarantee periods for the results of work, if any federal laws, other legal acts of the Russian Federation or an agreement, or are provided for by business practice; other necessary data related to the specifics of the services provided; the position of the person who accepted the order and his signature, as well as the signature of the consumer who submitted the order. One copy of the contract is issued by the service provider to the consumer.

An agreement on the provision of a service performed in the presence of a consumer can also be drawn up by issuing a cash receipt, ticket, etc.

If the document confirming the conclusion of the contract for the provision of services is lost, the service is provided on the basis of a written application of the consumer upon presentation of a passport or other document proving the identity of the consumer.

A preliminary order for the provision of a service is issued with the preparation of a document (order or receipt). Pre-orders are accepted by an employee of the service organization personally at the consumer, by phone, mail, e-mail.

The service organization (executor) performs the service in accordance with the terms of the contract. The quality of the service must correspond to the quality specified in the contract. If the contract does not deal with the quality of the service, the service firm is obliged to provide a service suitable for the purposes for which a service of this kind is usually used. If the consumer, at the conclusion of the contract, informed the contractor about the specific goals for the provision of the service, the contractor is obliged to provide a service suitable for use in accordance with these goals. If the law or other normative legal act Russian Federation there are mandatory requirements for the quality of the service, the service provided must comply with these requirements.

The service organization (executor) is obliged to provide the consumer with services within the time period agreed with the consumer.

The terms for the performance of the service must correspond to the terms specified in the contract. The contract makes a note about the actual date of the service. When providing services at the consumer's home, the service organization ensures the presence of a service specialist at the time agreed with the consumer. Materials for fulfilling an order must comply with the established requirements, which must be confirmed by a document (certificate, declaration of conformity), if this conformity is subject, in accordance with the legislation of the Russian Federation, to mandatory confirmation.

The service organization (service provider) is obliged to warn the consumer and stop the provision of the service before his instructions if it detects: unsuitability or poor quality of the material, equipment, technical documentation or thing for processing (processing) transferred by the consumer to the service provider; about the possible adverse consequences for the consumer of the fulfillment of his instructions on the method of performing work (rendering a service); other circumstances beyond the control of the contractor that may adversely affect the results of the work performed or the ability to complete it on time.

If the consumer, despite a timely and reasonable warning, does not replace unsuitable or substandard material, equipment, technical documentation or the thing transferred to the contractor, does not change instructions on the method of performing work (rendering services) or does not take other necessary measures to eliminate circumstances that may spoil the thing, its suitability, the service organization (executor) has the right to terminate the contract for the performance of work (rendering of services) and demand compensation for the losses caused by its termination.

If the work is performed in whole or in part from the material of the consumer, the performer is responsible for the safety of this material (thing) and its correct use. After the end of the work, the performer is obliged to submit to the consumer a report on the consumption of the material and return its balance, or, with the consent of the consumer, reduce the price of the work, taking into account the cost of the unused material remaining with the contractor.

If the material (thing) accepted from the consumer is completely or partially lost or damaged, the service organization (executor) is obliged to replace it with a homogeneous material (thing) of similar quality within three days and, at the request of the consumer, manufacture the product from a homogeneous material (thing) within a reasonable time , and in the absence of a homogeneous material (thing) of similar quality, reimburse the consumer for twice the price of the lost (damaged) material (thing), as well as the costs incurred by the consumer. The contractor is released from liability for the total or partial loss (damage) of the material (thing) received by him from the consumer, if the consumer is warned by the contractor about the special properties of the material (thing) that may entail its complete or partial loss (damage). Ignorance by the performer of the properties of the material (thing) does not relieve him of responsibility.

The consumer has the right at any time before the delivery of work to him to refuse to execute the contract for the performance of work by paying the service organization a part of the established price in proportion to the part of the work performed before notification of the refusal to perform the contract.

The consumer is also obliged to reimburse the contractor for the expenses incurred up to this point in order to fulfill the contract, if they are not included in the specified part of the price of the work performed.

The consumer has the right to refuse to perform the contract for the provision of services, subject to payment to the contractor of the actually incurred costs.

The consumer is obliged in time, stipulated by the agreement, with the participation of the performer, examine and accept the work performed (its result). If deviations are found that worsen the result of the work, or other shortcomings in the work, the consumer must immediately report this to the contractor. These shortcomings must be described in the act or in another document certifying acceptance.

In the event that the consumer fails to appear to receive the result of the work (service) performed or evades acceptance, the service organization has the right to warn the consumer in writing and, after two months from the date of warning, sell the result of the work for a reasonable price. The proceeds from the sale, minus all payments due to the contractor, are deposited in the manner prescribed Civil Code RF.

For non-fulfillment or improper fulfillment of obligations under the contract for the provision of services (performance of work), the service organization shall be liable under the legislation of the Russian Federation and the contract.

In case of detection of deficiencies in the service provided, the consumer has the right, at his choice, to demand from the service organization:

Free elimination of deficiencies in the service provided;

A corresponding reduction in the price of the service provided;

Free production of another thing from a homogeneous material of similar quality or re-performing the work. In this case, the consumer is obliged to return the thing previously transferred to him by the contractor;

Reimbursement of expenses incurred by him to eliminate the shortcomings of the service provided on his own or by a third party.

The consumer has the right to terminate the contract for the provision of services and demand full compensation for losses if the shortcomings of the service provided are not eliminated by the employees of the organization within the period established by the specified contract. The consumer may terminate the contract for the provision of services if they discover significant shortcomings in the service provided and other significant deviations from the terms of the contract and demand full compensation for losses caused due to the shortcomings in the service provided.

Losses are reimbursed within the time limits established to meet the relevant requirements of the consumer.

The consumer, who discovered, after acceptance of the work, deviations from the contract or other defects that could not be established with the usual method of acceptance (hidden defects), including those that were deliberately hidden by the contractor, is obliged to notify the contractor about this.

The consumer may submit claims related to the shortcomings of the service provided during the guarantee period, and in the absence of it - within a reasonable time, within years from the date of acceptance of the service provided or five years, if the defects are found in the building and other real estate.

The service organization is liable for defects in the service, for which the warranty period is not set, if the consumer proves that they arose before he accepted it or for reasons that arose before that moment. In relation to the service for which the warranty period is established, the service department (executor) is responsible for its shortcomings if it proves that they arose after the consumer accepted the service as a result of his violation of the rules for using the result of the service, the actions of third parties.

If the warranty period is less than two years and the defects in the service o6 are discovered by the consumer after the expiration of the warranty period, not more than two years (five years for real estate), the consumer has the right to present claims to that organization if he proves that the shortcomings arose before he accepted the result of the service.

If the service organization (contractor) violated the terms for the provision of the service or it became obvious that the service was not completed on time, the consumer, at his choice, has the right to appoint the contractor new term, entrust the provision of services to third parties at a reasonable price, perform it on their own and require the contractor to reimburse the costs incurred, demand a reduction in the price for the provision of the service or terminate the service agreement.

The consumer has the right to demand also full compensation for losses caused to him in connection with the violation of the terms for the provision of services. In case of violation of the established terms for the provision of the service or new terms appointed by the consumer, the service organization (executor) pays the consumer for each day (hour, if the term is specified in hours) of delay a penalty in the amount of three percent of the price of the service, and if the price of the service is not determined by the contract - the total price of the order.

The contract for the provision of services between the consumer and the contractor may establish a higher amount of the penalty.

When terminating the contract for the provision of services, the contractor is not entitled to demand reimbursement of his costs incurred in the process of providing the service, as well as payment for the service provided, unless the consumer has accepted the service provided. The requirements of the consumer are not subject to satisfaction if the contractor proves that the violation of the terms for the provision of services occurred due to force majeure circumstances or through the fault of the consumer.

The service organization (executor) that performs the service using its own material is responsible for its quality according to the rules on the responsibility of the seller for goods of inadequate quality in accordance with civil law. The procedure and terms for satisfying the requirements of the consumer by the contractor, as well as liability for violation of these terms, are regulated by the Law of the Russian Federation "On the Protection of Consumer Rights".

The consumer is obliged to pay for the services provided on time and in the manner agreed with the service organization (executor).

When making settlements with the consumer for the services provided, the contractor issues to the consumer a document confirming their payment ( cash receipt, account, etc.).

The rules for the provision and requirements for services in the Russian Federation are reflected in the Law of the Russian Federation "On Protection of Consumer Rights", in the rules for the provision certain types services, standards for types of services, etc.

Service quality

Customer Satisfaction service depends on quality service, performance and result of the service.

Service quality- a set of characteristics of a service that determine its ability to satisfy the established or implied needs of the consumer.

The quality of service largely depends on the quality of customer service.

Quality of service is a set of process characteristics and service conditions that ensure the satisfaction of established or implied customer needs.

Services are provided to the consumer on the basis of a work contract (for material services) and a service contract (for social and cultural services) between the consumer and the service provider. The quality of services can be assessed by compliance with the terms of the contract (nomenclature of work performed, terms, requirements for the quality of work).

All services offered must comply with regulatory requirements. The service provider is obliged to comply with the mandatory requirements for the quality of services, their safety for life, human health, established in state standards, technological regulations, sanitary, fire regulations and other regulatory documents. environment and property.

The quality of services is determined by their consumer properties and is a more complex category than the quality of goods, since the consumer perceives not only the result of the service, but in some cases is also a participant in the provision. In addition, most of the goods are typical and designed for standard consumption conditions; services are provided individually, taking into account the personal situation of the consumer.

Property of a service (service) is an objective feature of the service (service), which manifests itself in the provision and consumption (performance of the service).

The quality of services and services is characterized by quality indicators.

Service (service) quality indicator- this is a qualitative characteristic of one or more properties of the service (service) that make up its (its) quality.

Service quality indicators are used:

When forming nomenclatures of quality indicators in standards and technical regulations for specific groups (types) of homogeneous services, service delivery processes, service enterprises, personnel and quality management systems;

When developing rules and recommendations for assessing the conformity of services (the process of providing a service, a service company and personnel), standards, instructions (methods) for measuring (controlling, evaluating) parameters and their metrological support;

When developing rules for labeling, packaging, transportation and storage of the results of the service;

When developing rules for the operation, repair, complaints about the results of the service and (in terms of complaints) about the process of providing the service.

In addition, quality indicators are used in compiling the nomenclature of quality indicators in contracts (agreements).

The main function of quality indicators is to ensure quality control of services, maintenance, work of the enterprise personnel. On the basis of quality indicators, quality control and evaluation is carried out.

Service performance quality depends on the professional skill of the service provider. The quality of the result of the service depends on the materials and raw materials used in the production process, the perfection of the technology for providing the service, the skill of specialists serving consumers, and the professionalism of master technologists. The quality of the result of material services for the repair and manufacture of products, services of dry cleaning and dyeing of products can be assessed by calculation methods based on the quality indicators of repaired, painted or manufactured products. It is difficult to quantify the quality of the result of other types of services. The assessment may be subjective and unreliable. Evaluation possible economic efficiency service result.

The nomenclature of service quality indicators consists of several groups of indicators: indicators of purpose, safety, reliability, professional level of personnel, social purpose, aesthetic indicators and information content indicators.

When assessing the level of service quality, it is also necessary to take into account economic indicators that characterize the cost of the service, the costs of its development and provision.

Purpose indicators services characterize a set of service properties that determine the quality of the performance of the functions for which it is intended.

Purpose indicators are divided into four subgroups:

1) performance indicators;

2) indicators of compatibility;

3) indicators of the enterprise;

4) specific indicators characteristic of certain types of services.

Application indicators characterize the properties of the service that determine the main functions for which it is intended, and determine the scope of its distribution.

Scope indicators can also be indicators of the compatibility of a product, as a result of a material service, with other products, or indicators of the compatibility of the process of providing a given service with another service.

Basically, the following types of compatibility are considered:

- functional(the absence of obstacles to the performance of another service);

- geometric(compatibility of the result of this service with other shared products in terms of connecting and / or overall dimensions, shape);

- biological(compatibility, for example, if possible, the joint use of various drugs and / or procedures, food, cosmetics for the absence of allergic reactions in medical care and / or nutrition);

- electromagnetic(the possibility of joint operation of the result of the service and other products in the absence of mutual electromagnetic interference);

- electric(for example, the ability to connect the result of the service to a source of supply voltages or signals with given values ​​of voltage, current, power);

- software ( determined by the possibility of using common programs and/or programming languages ​​for the shared result of the service and other products);

- technological(defined by the absence of the use in the process of providing the service or as a result of the service of technologies that are incompatible with the technologies of other shared objects);

- metrological(determined by the mutual compliance of the norms and tolerances for the parameters of the shared result of the service and other products, as well as the compliance with the required accuracy of measuring parameters and errors of measuring instruments);

- informational(correspondence of the volume, type and form of providing information to the requirements of the consumer or shared objects).

The quality indicators of an enterprise in the service sector, characterizing its main capabilities for providing services, include, in particular, the material and technical base of the enterprise, sanitary and hygienic and ergonomic conditions for servicing consumers, ethics of communication and the possibility of obtaining additional services, the average waiting time or customer service, the average number of customers served per unit of time, as well as the presence in the service rules of certain priority categories of consumers (children, the disabled, the elderly, etc.).

The material and technical base is characterized by:

The presence of a rational set technological equipment, inventory of certain types and models, sizes, shape and purpose, taking into account the methods of sale and service used, the range of services provided;

Availability of premises necessary for organizing the service process and rational movement of consumers, ensuring rational placement, maximum visibility of laid out product samples, service descriptions;

The presence technical means for information processing.

Services of service organizations should be provided highly qualified production and maintenance personnel in conditions of increased comfort and material and technical equipment.

Ergonomic conditions consumer services reflect the compliance of service conditions with hygienic, anthropometric, psychophysiological characteristics of consumers; compliance with these requirements ensures comfort and contributes to the preservation of the health and performance of consumers.

Ergonomic service conditions are characterized by:

Compliance with anthropometric, physiological and psychological characteristics of consumers;

The comfort and convenience of consumers in the performance of the service, including the convenient placement of goods in trading floor, consumers in the salon, entrances, exits, sections of the point of reception of orders, furniture, etc.;

Sanitary and hygienic indicators (indicators of microclimate, dust content, cleanliness of the service room and equipment, neatness and cleanliness of staff uniforms, noise level, etc.).

Interior design and layout of customer service salons, furniture and equipment placement, appearance personnel should correspond to the psychological perception prevailing among consumers, the profile of the organization and its corporate identity. The environment of the service hall, its color, light and sound design should evoke a positive mood and not irritate consumers.

Compliance of services with anthropometric, physical and psychological properties of a person provides the consumer with a feeling of comfort, coziness and convenience.

Plays an important role in creating a favorable environment and comfort communication ethics with consumers. The ethics of communication with consumers is based on culture service personnel service organization and compliance with ethical rules.

The average waiting time or service, the term and duration of the execution of services are measured in minutes, hours, calendar days, etc. The duration of the provision of services and the time of service depend on the type of services and the nature of the work. For example, a long waiting time for an appointment at a hairdresser's, a long air flight, construction or repair are evaluated negatively by consumers, and a long appointment with a cosmetologist-make-up artist, a seller's consultation is positive.

For most cases, the shorter the duration of the service, the higher its value to the consumer and competitiveness.

The service must be provided exactly on time specified by the consumer, otherwise it may lose its value. For example, a delayed car repair could result in the irretrievable loss of a moment in time and the cancellation of a vacation trip, business meeting, cancellation of medical care and leading to loss of working capacity, etc.

Service time refers to the period during which the consumer is in direct interaction with the service provider. As a normative indicator, the duration of the service execution is used, that is, the established standard of time for the performance of the service.

Service completion time - is the calendar date by which the service must be performed. The term for the performance of the service is reflected in the contract. Violation of the deadlines for the performance of services reduces the quality of services and entails negative consequences for the service organization.

For example, in the Rules for the provision of services Catering It is noted: "In case of violation of the deadlines for the execution of a preliminary order for the provision of a service, in case of detection of shortcomings in the service provided, the consumer has the right, at his choice:

Assign a new term to the contractor, during which the contractor must start providing the service and / or complete the provision of the service, and demand a reduction in the price for the service provided;

Request a price reduction for the service provided

Demand the gratuitous elimination of deficiencies within a reasonable time, appointed by the consumer, or the manufacture of similar catering products of good quality, or its replacement with other products;

Refuse service."

The consumer also has the right to demand full compensation for losses caused to him in connection with the violation of the start and (or) end of the service.

Services are provided in accordance with the operating mode of the organization.

Mode of operation of the state or municipal organization established by decision of the relevant authorities executive power and local self-government bodies, and the mode of operation of an organization of a different organizational legal form, as well as an individual entrepreneur, is established by them independently.

In the event of a temporary suspension of the provision of services (for scheduled sanitary days, repairs, and in other cases), the contractor is obliged to provide the consumer with information on the date and timing of the suspension of his activities in a timely manner.

Safety performance characterize the safety of the result and the process of providing services for the life, health, property of citizens and the environment.

Services and conditions for their provision must be safe for the life and health of consumers and ensure the safety of their property and environmental protection.

Service safety for the consumer- a condition in which the risk of harm or damage is limited to an acceptable level (ISO GOST RF 8402-96).

Security must be ensured both in the process of providing the service and when consuming the material result of the service.

When providing services, the safety of raw materials and materials used for the production of services must be ensured. The conditions for the provision of services, maintenance and organization of consumption, performance of work, storage of products must meet the requirements of the relevant regulatory and technical documentation of products, sanitary norms and rules, sanitary and hygienic, microbiological and biomedical indicators.

The production and maintenance personnel of the service organization must have appropriate specialized training and ensure compliance with sanitary requirements and rules of personal hygiene.

Safety indicators are divided into three subgroups:

1) indicators of safety for the life, health and property of citizens;

2) indicators of safety for the environment;

3) indicators of the safety of property and information.

Indicators of safety for the life, health and property of citizens reflect the compliance of the result and process of providing the service with the requirements for all types of hazardous and harmful effects.

The main indicators are the following:

Electrical safety;

Fire safety;

Explosion safety;

Radiation safety;

Safety from exposure to chemicals and pollutants, including the maximum allowable concentrations of the substance or its components;

Safety in the maintenance of machinery and equipment, including in case of erroneous actions of maintenance personnel and spontaneous malfunction;

Safety through protective means and measures, including fencing devices, travel restrictions, interlocks, limit switches for moving parts, fastenings and clamps for moving parts, equipment for workplaces, controls and monitoring devices, alarms, signal colors and safety signs, removal , reduction, localization of dangerous and harmful production factors in the places of their formation;

Safety from exposure to acoustic (noise, ultrasonic signals), thermal (infrared), light (including laser) radiation;

Safety from the impact of technological environments and other factors in the process of providing the service.

Safety indicators for the environment ( environmental safety) reflect the degree of protection of the natural environment from the harmful (dangerous) impact of the result and / or process of providing the service.

Environmental protection depends on compliance established requirements environmental protection to the territory, technical condition and maintenance of premises, ventilation, water supply, sewerage and other factors.

According to Sanitary Norms and Rules, Building Norms and Rules, state standards systems of labor safety, the presence of harmful effects on the environment should not be observed both during the production process of providing the service, and when consuming the service.

These environmental safety indicators take into account the impact on flora, fauna, air and water basins, soil, subsoil, ionosphere, etc. during the production, storage, transportation, operation (application) of the result of the service and in the process of providing the service.

Indicators of environmental safety include: permissible (in terms of level and time) chemical, mechanical, radiation, electromagnetic, thermal, biological impacts on the environment; stability (time of harmful or dangerous impact) polluting, toxic, hazardous substances released into the environment at the stages life cycle the result of a service (including disposal) or in the course of its provision (including waste disposal).

Preservation indicators property of citizens and / or safety (confidentiality) of information reflect the degree of appropriate protection in the process of providing the service.

Indicators of the safety of property of citizens can be expressed through guarantees (damage compensation) or determined by the terms of insurance.

Information safety indicators are established for the types of services related to the handling of all types of intellectual property of the service consumer. Security guarantees refer to both material and moral damage to the consumer. Indicators of confidentiality of information can be reflected in guarantees of the absence of unauthorized access or the absence of distortion of information in computer systems by "viruses".

Reliability indicators characterize the properties of reliability and resistance to external influences of the result of the service, the noise immunity of the result and the process of providing the service, the reliability of providing the service to the consumer.

Service reliability indicators are determined by the ability of the service organization to perform the service and guarantee the consumer the preservation of the result of the service (operability of the repaired or custom-made goods) in the established parameters within certain limits corresponding to the specified modes and conditions of use, Maintenance, storage and transportation.

Reliability indicators are divided into four subgroups:

Reliability of the result of the service; - resistance of the result of the service to external influences;

Noise immunity;

Service reliability.

Reliability indicators of the service result reflect the performance (preservation) of their functions. These indicators can be expressed as quantitative values integrated indicators product reliability and/or individual indicators of its reliability, durability, maintainability and shelf life.

Indicators of resistance of the result of the service to external influences reflect the provision (preservation) of operability when exposed to and / or after exposure to mating objects and the natural environment, including:

Mechanical influences (vibration, shock, twisting, wind, etc.);

Climatic influences (fluctuations in temperature, humidity and atmospheric pressure, solar radiation, precipitation, salt fog, dust, water, etc.);

Special effects (biological, radiation, chemical, including aggressive gases, detergents, fuels, oils, etc., electromagnetic fields, decontamination, degassing, disinfection, etc.).

Noise immunity indicators reflect the degree of provision (preservation) of their functions (properties) when exposed to interference and the degree of environmental impact of interference from electromagnetic and ionizing radiation as a result of the service or in the process of its provision.

Reliability indicators provision of services to the consumer reflect the timeliness and accuracy of the execution of the order (application) in terms of such parameters as terms, volumes, nomenclature and positions of the agreement (contract).

Timeliness of provision is also an important indicator of the quality and competitiveness of the service.

Some services have customer value only at a certain point in time.

The value of the result of the service may decrease. For example, cutting hair gives the consumer an effect that lasts for several weeks, during which the benefit decreases over time.

The value of socio-cultural services is perceived by the consumer only at the time of their provision. The result of socio-cultural services is not stored in a material form and remains only in the form of memories of a pleasant time or is manifested in the restoration of the physiological or psychological state of the human body.

Indicators of the professional level of personnel enterprises (service providers) include three subgroups:

The level of professional training and qualifications, including theoretical knowledge and the ability to apply them in practice;

Ability to lead (for heads of enterprises, managers, maitre d's, etc.);

Knowledge and compliance professional ethics behavior.

Indicators of the level of professional training and qualification of personnel

General and profile training of personnel (lack of special training, training in the scope of a vocational school, technical school, university, postgraduate and additional education);

Knowledge and Compliance guidance documents concerning professional activity, including compliance with the requirements of sanitation, personal hygiene and workplace hygiene;

Fire and other types of safety, security rules! labor;

Regulatory documents for services.

Indicators of Leadership Ability include an assessment of the following parameters:

Knowledge and compliance labor law, sectoral guidance documents relating to professional activities;

Ability to organize the work of personnel, ensure effective control over the observance of their duties and control over the exercise of rights;

Knowledge and compliance with legislation and governing documents in the economic, financial and accounting fields;

The ability to provide a friendly atmosphere at the enterprise, timely and high-quality service to consumers of priority categories, the correct use of fire-fighting and other types of protection, alarms, clear evacuation of consumers or providing them with the necessary assistance in emergency situations.

Indicators of knowledge and compliance with professional ethics of conduct reflect.

Good customer service is the key to the success of any business. You can arrange all sorts of promotions in an attempt to attract new customers, but without regular customers your business will not be profitable. Namely, good service makes customers come to you again and again and leave positive feedback about the company. The essence of good service is to form a long-term relationship with the client that he will appreciate. How to build such relationships? The answer is in the saying: Don't judge by words, a on affairs". All you need to do is follow these simple rules client service.

Answer calls. Set up call forwarding or put a special person on the phone. Make sure that no call to the company goes unanswered. The people who call you want to talk to a real person, not an answering machine. And learn how to answer the phone properly.

Don't make empty promises. Honesty is the foundation of any good relationship, and customer service is no exception. If you say, "Your new printer will arrive on Tuesday," make sure it arrives on time. Think a hundred times before making any promises. Not sure - don't promise.

Always listen to your customers. Nothing is more annoying than having to re-state your question or problem. (Well, except for an obsessive offer of services.) Shut up and give the client the opportunity to speak. Show him your interest by offering a solution to the problem.

Consider claims. No one likes to listen to other people's complaints, and we are used to justifying ourselves with the phrase "It is impossible to please everyone around." Maybe not, but the client will be pleased if they listen to him and at least try to solve the problem. Then he will talk about you as a company with good service.

Help clients. One day I went into a watch shop because I lost a small part of a bracelet. When I explained my problem, the salesperson said he had a spare. He found it, attached it to the bracelet and did not charge me a dime! Guess where I buy watches now? What about the people I told this story to?

Train employees. Remind staff periodically about what “good (and bad) customer service” means. Give your employees the information and authority they need so they can make simple customer decisions themselves, rather than saying, "I'm just a salesperson, call the owner..."

Take a step forward. If a client asks you to help them find something, it's not enough to just say, "It's over there." Escort the client and ask if they have any questions. Do your best to provide good customer service. They may not say “Thank you”, but they will definitely tell other people about you.

Make your customers happy. It doesn't matter if it's a discount on future purchases, Additional Information about a product or a sincere smile, customers are always pleased to receive a little more than they expected. The gesture does not have to be wide, the main thing is to make an effect. As the saying goes: "A trifle, but nice."

These simple rules will give your business a great reputation. Good service over time will bring you more new customers than promotions and discounts.

ultimate goal production process at catering establishments is the implementation finished products and organization of its consumption. These functions define the maintenance process.

Maintenance Process in public catering is a set of operations performed by the contractor in direct contact with the consumer of services in the implementation culinary products and leisure activities.

The methods and forms of service at public catering establishments depend on certain factors: the contingent of consumers, the place of eating, the method of obtaining and delivering it to consumers, the degree of participation of personnel in the service, the use of mechanization and automation, etc.

Customer Service Method- the way in which products are sold to consumers. In catering establishments there are following methods service:

1) self-service;

2) service by waiters;

3) combined service.

Service form- an organizational technique, which is a variety or combination of methods of customer service.

The forms of service are different:

1) the nature of the services provided;

2) the place and conditions for their implementation;

3) the nature of the work of the service personnel;

4) the form of payment m consumers.

An example of forms of service can be the sale of culinary products through vending machines or self-settlement tables, like a buffet, the release of packed lunches.

Self service is a method of service in which consumers themselves perform a series of operations, and depending on this, the following forms of self-service are used:

1) complete. The consumer performs all operations independently;

2) partial. Part of the work is performed by service personnel or mechanisms (collection of dishes, delivery of dishes, conveyor for collecting dishes, etc.).

depending from the form of calculation distinguish:

1) self-service with pre-calculation:

a) the consumer gets acquainted with the menu, purchases a check at the checkout, receives dishes with a check at the distribution. The negative aspects of this form of service: the consumer does not see the selected dishes, deals with money;

b) organization of complex meals according to pre-purchased subscriptions and checks: tables are preliminarily served, then the set breakfasts, lunches and dinners are dispensed, which allows to speed up the service process. used given form for catering for tourists, students, participants of seminars, conferences;

2) self-service with subsequent settlement:

a) with settlement after receiving the dishes: the consumer gets acquainted with the menu, selects dishes for distribution, pays for the selected dishes, consumes and, finally, cleans the dishes. The advantage of this form of service is the possibility of a visual choice of dishes by consumers; negative points: the consumer stands in line, deals with money;

b) self-service with calculation after meals. The consumer gets acquainted with the menu, chooses dishes, receives a check for dishes, takes food and then pays off when leaving the hall. Positive aspects: the service process is accelerated; negative: the number of service personnel increases;

3) self-service with direct billing. The consumer simultaneously chooses, receives dishes and pays for their cost. With this form of service, the release of products and settlement with the consumer is carried out by one employee. This form of service is used in PBO, buffets, snack bars, through the bar counter in bars.

Waiter Service Method it is used in restaurants, bars, eateries, as well as some canteens (at sanatoriums, rest homes, etc.). At the same time, the process of serving consumers, starting with their meeting and ending with the calculation, is carried out by waiters.

At full waiter service all operations are carried out by waiters. This type is characterized by a high culture of service and is used in luxury and top-class enterprises during the entire time the hall is open, during banquets and receptions, in evening time- in enterprises with the organization of recreation.

Partial waiter service involves the performance of a number of operations by consumers. Waiters deliver products from the dispenser to the hall, put dishes on the table, at which visitors serve themselves. This form allows you to speed up the process of serving visitors, increase throughput hall and reduce the number of staff.

When serving by waiters, the following forms of calculation are used:

1) preliminary. The consumer, having familiarized himself with the menu, purchases a check for meals at the cash desk. Also, this form is used when servicing participants of conferences, seminars, etc. In this case, consumers purchase checks or meal subscriptions in advance;

2) subsequent. The calculation is carried out at the end of the service by the waiters.

The considered forms of payment have two varieties: direct and non-cash payment.

waiter service by nature of work divided into two forms:

1) individual. All operations with the visitor are performed by one waiter, who is assigned a certain number of tables in the hall;

2) brigade. A team of several waiters shares all customer service operations (one meets the customer, takes the order; two serve food and drinks, etc.). This form allows you to speed up the process of serving consumers, it is also used when servicing banquets and receptions.

Combined service method consumers is a combination of different service methods (for example, self-service with waiter service).

In addition to traditional methods and forms of service, catering establishments use special (progressive) forms of service, the purpose of which is to speed up service. a large number consumers. Such forms are used to serve the participants of congresses, conferences, seminars, etc. These include: halls-express, tables-express, "buffet".

Express hall(usually for 40–50 seats) is organized in restaurants and cafes to speed up service to consumers with a limited supply of time. The menu is set lunch. By lunch time, all tables in the express hall are served, a menu is placed on each table. As soon as the visitors sit down at the table, the waiters put appetizers and sweet dishes, then they bring soups, followed by hot dishes. The consumer's time spent on such a lunch is 15–20 minutes.

Express table organized in restaurants at hotels, airports, railway stations. It is designed for 20 people, has a round shape with a swivel central part, on which snacks, dishes, culinary and confectionery, beverages. The fixed surface of the table is served with snack plates, cutlery, napkins. Consumers, sitting at the table, independently choose products from the rotary part of the table. Waiters bring hot dishes and drinks, carry out settlements with consumers.

Catering by type "Buffet" serves to speed up the service of large groups of tourists, organized at catering establishments at hotels. Cold appetizers, sweet dishes and confectionery are put on the tables, and food warmers are installed for the sale of soups and hot dishes. The job of waiters is to help
in portioning.

5.2. Organization and servicing of banquets and receptions
at catering establishments

Depending on the form of organization of banquets and receptions, various methods of service can be used. A distinction is made between a banquet reception with full service at the table by waiters and at a table with partial service.

Preparatory work for a banquet consists of taking an order, preparing for a banquet, service.

Order acceptance is the main stage in the organization of a banquet, since it involves the conditions and procedure for holding a banquet, thoroughly and timely thought out and agreed upon by its organizers (customers) and the restaurant administration. As a rule, the request for a banquet is accepted by the head waiter, i.e. the one who will directly lead the banquet.

When accepting an order for organizing a banquet, a number of issues are agreed upon: the date and hours of the banquet; the number of guests and their composition (gender, age, nationality, professions); the venue for the banquet; celebrated event; assortment of dishes and drinks; preliminary order amount; form of payment; list of invited guests of honor.

The head waiter, before accepting the order, must: familiarize the customer with the hall in which the banquet will take place; agree on a table arrangement plan with him (issues such as places of honored guests or a plan for placing guests at each table separately are discussed; they specify whether guests will be served an aperitif, whether flowers are needed to decorate the table, musical accompaniment and a place to dance). At the same time, the customer should be familiarized with the rules of the enterprise, the procedure for servicing, as well as the procedure for indemnification.

After accepting the order and placing the order-invoice, the head waiter makes a list of waiters for serving the banquet at the rate of two waiters for 6–8 guests.

Each waiter is given a service task (it is determined who will serve an aperitif, snacks, dishes, etc.).

After accepting the menu-order and coordinating all issues with the customer, the head waiter draws up an application for production, which indicates: the number of guests invited to the banquet; names of snacks and dishes, their total number; the number of servings in a dish; order execution time; dishes in which food will be served.

To receive products from the buffet, the head waiter or foreman also draws up an application, which indicates the names of wines, the number and capacity of bottles and the deadline for ordering.

Introduction 2

1. Classification of needs for services and maintenance 3

2. Forms and methods of customer service 7

3. Customer service in the contact area 11

4. Basic rules for customer service 18

Conclusion 26

References: 27

Introduction

Consideration of the economic essence of service activities allows us to understand its important aspect related to the satisfaction of the diverse needs of people and society as a whole. When they talk about human needs, about the needs of society, they mean a need, a need for something that is recognized by people, demanding their satisfaction and thereby organizing their behavior.
The concept of "need" has given rise to a number of terms in economic practice and science, among which the key one is "consumer", denoting the end user of the purchased product, service, service product, i.e. that person who wears this or that clothes, uses a particular thing, eats certain foods. A direct connection with the final stage of consumption makes service activities different from material production, which has little such connection, since many industries are involved in the initial stages of technological operations or in the process of creating means of production. In contrast, the subjects of service activities meet with the client, the customer face to face, thereby working on end-use processes.
Therefore, the process of customer service itself contains a significant potential of a non-economic - social, psychological, spiritual - beginning, which makes it possible to characterize service activities as a "departure from things". The production and consumption of services in most cases occurs through direct contacts between service personnel and customers (customers, buyers). But even if the contacts between them are mediated by time and space, services are such only if their result is accepted, and not rejected by consumers.

1. Classification of needs for services and maintenance

Human life is made up of infinitely diverse actions, activities, the emergence of which is due to needs.

In the existing system of activity, the activity aimed at obtaining the means of subsistence by the individual is fundamental. The same types of activity for some may be the main source of their livelihood, professional labor activity, and for others - a free type of activity outside of working hours.

At the same time, it should be emphasized that material activity, on which all other types of activity are based and from which follow, is the necessary basis for the reproduction of man as a creative being.

Biological needs and material human activity are not limited to cooking and eating. They include a wide range of activities: childcare, buying goods, cleaning houses, repairing home clothes, appliances, outdoor activities, etc. Such activities are called household activities. This is the area of ​​human life where service activities in any form are most fully used. Thus, services are related to the social elements of everyday life.

Service enterprises satisfy the needs of the population, taking into account the individual needs of the individual through the provision of services, where the service acts as a unity of the process and result labor activity to meet needs.

The range of needs is determined by the functional features of the service sector as an institution of service activities:

Releasing a person from household chores;

Increasing a person's free time and creating the necessary conditions for his creative development;

Formation of reasonable needs of people by cultivating a culture of behavior, promoting aesthetic values, new and significant in the field of fashion, household design, etc.;

Currently, the need for the development of services goes beyond purely economic needs, the process of humanization of economic growth is accompanied by an increase in the number of services aimed at improving the person himself, his intellectual and physical capabilities, satisfying his cultural and social needs.

Modern services are being improved on the basis of computerization, information technology, new means of communication. A range of new services has emerged and rapidly established itself on the market, traditional types of services are being improved, and service quality indicators are increasing. Removing technological barriers to the transmission of many services at a distance, new technologies open up a world market for them.

The internal tasks of the development of service enterprises are to improve the quality of services, increase productivity and labor efficiency, and differentiate activities.

The purpose of service activities is to meet the needs of the population in services. The service is a purposeful activity of the service provider that ensures the satisfaction of the specific needs of an individual customer.

The needs satisfied by the services are divided into four groups according to their functional purpose:

1) the need for the manufacture of new products;

2) the need for restoration, repair, maintenance of products;

3) sanitary and hygienic needs;

4) socio-cultural needs.

Depending on the subject presenting the need, the needs of the individual and the collective are distinguished.

The needs of the individual are personal and family.

Personal needs include sanitary and hygienic needs, needs for educational services, information and advisory services, etc.

General family needs include the need for services for the repair and maintenance of household appliances and electronic equipment, vehicles, furniture, houses and apartments, house cleaning, banking services, security services, etc.

The needs of the local and temporary residents differ. Such a subdivision of needs is relevant for regions with an increased influx of temporary population - recreation and tourism areas, major centers with a developed network of social and cultural services, areas with a pronounced pendulum migration of the population.

There is the following classification of needs:

Sources of satisfaction:

1) the needs satisfied in the service system

service;

2) needs satisfied by individual entrepreneurs;

3) needs satisfied by self-service.

By frequency of occurrence:

1) continuously continuing (permanent);

2) periodic (appearing at certain intervals);

3) episodic (of a rare, one-time nature).

By seasonality:

1) needs with strongly pronounced seasonality;

2) with high seasonality;

3) with moderate seasonality;

4) with little seasonality.

The emergence of needs and demand for services are subject to seasonal fluctuations. The need for tourism and excursion services, sanatorium and health services, and agricultural services have a strongly pronounced seasonality. Moderately seasonal needs for photography, dry cleaning, repairs and maintenance household appliances, repair and tailoring. The seasonal nature of the needs for services is due to natural and climatic factors.

The urgency of needs depends on socio-economic, demographic factors, living conditions (ethnic traditions, social status, profession, place of residence, free time, belonging to countercultures, hobbies).

In the 21st century the range of needs satisfied by service activities has expanded both in the field of material and spiritual needs. This is due to the development of scientific knowledge and an increase in the level of technological development of enterprises, as well as an increase in the level of civilization culture.

2. Forms and methods of customer service

The effectiveness of service activities depends on the forms and methods of customer service. A form of service is a way of providing services to a consumer.

A form of customer service is a variety or combination of methods (methods) of customer service.

Method (method) of customer service - a method (method) of selling products to consumers, organizational measures in the process of providing services.

Modern forms of service bring the service closer to the consumer, reduce the time of service, and create the convenience of consuming services. These forms include:

Servicing consumers in stationary conditions;

Customer service with home visits;

Contactless service at the place of residence of the consumer;

Service using exchange funds of goods.

Servicing of consumers in stationary conditions is carried out in the premises of the service organization in the hall or service salon. In stationary conditions, both material and socio-cultural services are provided.

When providing catering services, hotel services, services for the manufacture of products, the stationary form of service is the most convenient and often the only possible form of service execution.

When providing material services in stationary conditions, technological operations are carried out in specialized workshops equipped with various types of technological equipment for the repair and production of products. Stationary service allows you to perform complex types of repairs, maintenance and manufacture of products according to the individual order of the consumer.

Some service companies provide the consumer with a rental service of household appliances if the repair requires stationary conditions and takes a long period. The consumer pays for the rental of this equipment only for the period of repair established by the rules. If the enterprise violates this repair period, the consumer uses the devices received for rent free of charge until his devices are received from the repair.

The main methods of customer service in stationary conditions are service by a service specialist and self-service.

Inspectors, consultants, administrators, masters (hairdressers, cosmetologists, repairmen, salesmen, waiters) act as service specialists working with consumers.

Self-service involves the independent execution by the consumer of a part of the technological operations of the service. Self-service is performed using the technical means and consumables of the service company. The self-service method is used in the provision of retail services, catering services, dry cleaning and laundry services.

Self-service in retail trade and public catering is based on the self-selection of goods and culinary products by the consumer in the trading floor of a self-service store, in a cafe, in a bar or in a canteen.

Self-service in dry cleaners and laundries is based on the individual independent use by consumers of the technical means of the enterprise (stain removers, washing and ironing machines, dryers) for washing, removing stains, and ironing things.

Home service is the most convenient for consumers. This form of service is used in the provision of services for the repair of household large-sized machines and appliances, such as refrigerators, air conditioners, washing machines, televisions, electric stoves, personal computers, repair services for apartments and houses, landscape design services, and cleaning services.

On-site catering services are provided to customers, including the organization of lunches, banquets, gala picnics.

A home visit of a service specialist is carried out on the basis of an order in collection point, by phone, via the Internet. The service specialist (repair master) performs maintenance at the time agreed with the consumer.

Service with a mandatory visit to the consumer requires services for the repair of heat, water, power supply, apartment renovation, and agricultural services. Catering services, delivery services for ready meals and semi-finished products, services for organizing and holding corporate holidays have gained popularity.

The provision of services can be carried out by the method of express service, in which the consumer's order is executed in an accelerated time frame. The price of express services, as a rule, is higher than the services provided in the usual terms.

Contactless service does not imply direct communication between the consumer and the service provider. Contactless service is currently used in the provision of dry cleaning and laundry services, information services, communication services, etc.

When providing dry cleaning services, items are received using storage containers located in residential buildings. Consumers place laundry or dry-cleaning clothes in a container along with a completed receipt. Clean linen or clothes are transported to the consumer's home at a predetermined date. Payment for services is made upon receipt of the order.

As a contactless service, it is possible to qualify the provision of a significant part of utilities for heat and power supply, etc. When providing various kinds information services, communication services, contactless service is also used. Payment for services is made by prepaid services using quick payment cards, which are registered on the organization's website on the Internet or by phone.

Service with the use of exchange funds of goods is based on the urgent exchange of a defective household appliance for a similar repaired appliance with payment of the repair cost. This form of service is used in the repair of watches, electric shavers, vacuum cleaners, polishers, washing machines, refrigerators, etc.

In-hospital and home-based customer service can be performed on the basis of a service subscription that the consumer purchases on certain period. Service is carried out after a certain time or at the request of the consumer. If it is impossible to carry out repairs at the consumer's home, the service organization transports the goods to the repair shop and back.

Subscription service is used in service organizations for the repair and maintenance of durable goods, dry cleaners and laundries, hairdressers and beauty salons.

3. Customer service in the contact area

Service is part of the technological process of service execution. Customer satisfaction depends on the quality of service and service.

The process of performing the service takes place with or without direct contact with the consumer.

As a rule, customer service in the provision of material services includes the study of needs, the choice of a service execution option, placing an order for a service, performing a service, and receiving payment for a service.

Customer service takes place in an environment called the contact zone. The contact zone is a spatial environment in which the service specialist (service provider) and the consumer are located. Examples of the contact zone are the salons of fashion houses, photo centers and photo labs, shopping malls, lobbies and hotel rooms, etc.

The contact zone of the service enterprise should correspond to the nature and content of the service activity. Thus, the contact zone of an enterprise providing equipment repair services is equipped with technical means, equipment and tools for diagnosing products accepted for repair, personal computers with the necessary information, and means of communication.

The contact area of ​​the atelier for tailoring is equipped with demonstration stands and showcases with product samples, descriptions of services, information about the features of the service and the cost of services.

The time spent by consumers and the number of contacts with them by specialists providing services in the contact zone depend on the nature of the services, forms and methods of service. The behavior of personnel working with consumers is based on the rules and etiquette of service, the corporate culture of the service organization, personal culture and work experience.

During the service, both the consumer and the performer of the service can act as a listener. For example, when providing landscape design services, a service specialist listens to the requirements of the owner of the site, and when providing information and advisory services, educational services, the consumer acts as a listener.

The activities of the maintenance personnel of a service enterprise are regulated by regulatory and technical documents, rules for the provision of services and job descriptions.

In the process of service, consumers may find themselves in stressful situations associated with the instability of the quality of services. This risk arises in the provision of medical and legal services, dry cleaning services, security services. The service specialist must have experience in psychological communication and inspire confidence in the consumer.

The perception of the quality of service depends on the psychological characteristics of the consumer. There are groups of consumers who are unable to perceive the necessary information, follow the instructions of the service personnel, and also have aggressive behavior. The staff of the service enterprise has to analyze the psychological properties of consumers and adjust the service, taking into account the characteristics of each consumer. The words and actions of service personnel are elements of service quality.

The speech of the service personnel should be meaningful, clear, intelligible, understandable, competent. The conversation of the service specialist with the consumer should be leisurely. Customer service must be performed in accordance with the rules of business etiquette.

The communication style of service personnel should be appropriate for the service organization's service scenario and the type of service provided. The service specialist must have a good memory and be able to timely and correctly convey the information necessary to serve a particular customer. He must have self-control, be able to conduct an operational analysis of the methods and results of activities, shortcomings in work and the reasons for the decline in quality.

The service specialist in the process of communicating with the consumer must carefully listen to him and provide information about the range and properties of services. Information should be available, technical terms are understandable for any consumer. To meet the need, the service specialist must offer services that the consumer may like and provide him with information (quality, properties, price, terms of payment for the service) that allows him to make the right choice on his own.

A service specialist should not impose a service, its offer should be tactful, take into account the tastes and preferences of the consumer. When accepting goods for repair and maintenance, dry cleaning and laundry, service personnel should not speak negatively about the goods.

Sometimes consumer behavior can be aggressive and create difficulties in service.

If it is clear that the customer wants to place an order but is unable to make a decision, the service technician should be asked questions to help them make the right decision. If the consumer has doubts about the appropriateness of the order, the service specialist should tactfully find out the reasons for the doubts and give him an explanation.

The service specialist must promptly and without delay ensure the paperwork and settlement with the consumer, approve the consumer's choice, thank him for visiting and express the hope that he will come again.

The offer of the main service can be supplemented by related services and goods. A service organization should have its own service style that matches its image. The service style manifests itself in the contact zone and combines the practical methods of service inherent in the employees of the service organization. The granularity of the maintenance style is reflected in the maintenance scenario. A service scenario is a plot scheme according to which consumers are served in the process of providing them with certain services. The scenario briefly outlines the maintenance process, broken down into stages and indicating the various types of accompaniment: musical, sound, light, animation, etc.

The service organization has the right to independently establish rules of conduct for consumers in the places where services are provided, which do not contradict the legislation of the Russian Federation (restriction of smoking, prohibition of being in outerwear, etc.).

The atmosphere of the spatial environment of the contact zone is formed due to the interior of the room in which the service takes place (finishing the room, floristic design, furniture, technological equipment, signs), microclimatic conditions (lighting, color characteristics, air temperature and humidity, noise level, hygiene and cleanliness) and sound accompaniment.

The comfort and safety of the environment of the contact zone are the properties of the service and the components of the quality of service. The environment of the contact area influences consumer behavior and purchasing decisions.

Consumers differ in their way of life, tastes, requirements for goods and services. When choosing services and their contractor, making a purchase, several phases can be distinguished.

First phase. The emergence in the body of the consumer of a subjective feeling of inconvenience and awareness of the need. A person understands that the need exists, the satisfaction of the need becomes his goal. Second phase. Selective perception of the environment containing the means to satisfy the need. There is an awareness of the way to satisfy the need. The type of services required is determined, and the decision-making process begins.

Third phase. Actions to meet the need.

A person collects information about a service from five main sources of information:

Memory (personal experience);

Personal sources (friends and family);

Independent sources (consumer groups);

Marketing sources (commercial personnel and advertising);

experimental sources.

After collecting information, the consumer analyzes the information, selects several service companies (service provider) and services from which a choice will be made.

In the selection process, the consumer analyzes the content of the service and selects the criteria for assessing the appropriateness of services. The time spent by the consumer in this stage varies and depends on the nature of the need. For example, real estate buyers spend a lot of time choosing a cottage or apartment, real estate agency. But the consumer who needs to have his coat cleaned or his shoes repaired doesn't think so long about choosing a dry cleaner or a repair shop.

Consumers determine the criteria for choosing a service, allowing them to form an optimal set of services and service providers, limit the time and labor costs for information processing. The optimized set of services is called the complete alternative set. The service selection criterion is called the evaluation criterion. Examples of evaluation criteria used in the selection of services are price, quality, convenience, accessibility, friendliness of service personnel and the image of the service provider. The full alternative set in the choice of services is usually smaller than in the choice of goods, since the number of manufacturing enterprises and their brands exceeds the number of service providers. In addition, the range of services is limited by the specialization of the performer. Some service firms have branches in different locations. In such a case, if the firm is selected, the problem is to select the branch that has the most suitable location. Another reason for limiting the full set is that only a small number of service providers can support demand in a given geographic location, and therefore it is unlikely that the consumer will find a large set of alternative providers offering the desired service.

The consumer studies the service providers, ranks the services, evaluates the level of quality, chooses the service and the provider, from which the expected beneficial effect is maximum, and places an order.

Many services are intangible, information about the service is provided only by the experience of its consumption. New service may create a sense of risk in consumers that reduces interest in the service. The feeling of risk may be based on the lack of guarantees of the quality of the service and the impossibility of correcting the negative result of the service. For these reasons, consumers try to use the services of one firm, one service specialist, whose quality of work is known.

The fourth phase is the completion of the satisfaction of the need in the service process or the consumption of the result of the service.

The service time depends on the clarity of the idea of ​​the service. The service specialist must explain the content of the service to the consumer, characterize it and show the result. If the service corresponds to the consumer's ideas, then he makes an order. At the same time, the consumer forms an unambiguous idea in his mind about the possession of the result of the service, models the result taking into account his situation, for example, presents the ordered furniture in the atmosphere of his apartment, corresponding to the layout, taking into account the color and pattern of wallpaper, carpets.

In the process of service, the consumer evaluates its quality. But the final conclusion about the quality of service and the service as a whole is formed by the consumer after receiving the result of the service and comparing the initial ideas about the quality of the service with the actual result.

If the service satisfies the consumer, he has a positive attitude towards the service provider and a desire to use his services further. A service that does not satisfy the needs of the consumer causes irritation, a negative attitude towards the performer and leads to the refusal of his services.

4. Basic rules for customer service

Service organizations (executor) provide services to the consumer (customer) on the basis of a contract for the provision of services (performance of work), which is drawn up in writing (receipt, other document).

The contract (receipt) contains the following information:

Company name (name) and location (legal address) of the executing organization (for an individual entrepreneur - last name, first name, patronymic, information on state registration);

Type of service;

Service price;

The exact name, description and price of materials (things), if the service is performed from the materials of the contractor or from the materials (with the thing) of the consumer;

A note on the payment by the consumer of the full price of the service or on the advance payment made during the execution of the contract, if such payment was made;

Dates of acceptance and execution of the order;

Guarantee periods for the results of work, if they are established by federal laws, other legal acts of the Russian Federation or by an agreement, or are provided for by business practice;

Other necessary data related to the specifics of the services provided;

The position of the person who accepted the order and his signature, as well as the signature of the consumer who submitted the order.

One copy of the contract is issued by the service provider to the consumer.

An agreement on the provision of a service performed in the presence of a consumer can also be drawn up by issuing a cash receipt, ticket, etc.

If the document confirming the conclusion of the contract for the provision of services is lost, the service is provided on the basis of a written application from the consumer upon presentation of a passport or other document proving the identity of the consumer.

A preliminary order for the provision of a service is issued with the preparation of a document (order or receipt). Pre-orders are accepted by an employee of the service organization personally at the consumer, by phone, mail, e-mail.

The service organization (executor) performs the service in accordance with the terms of the contract. The quality of the service must correspond to the quality specified in the contract. If the contract does not deal with the quality of the service, the service firm is obliged to provide a service suitable for the purposes for which a service of this kind is usually used. If the consumer, at the conclusion of the contract, informed the contractor about the specific goals for the provision of the service, the contractor is obliged to provide a service suitable for use in accordance with these goals. If a law or other regulatory legal act of the Russian Federation provides for mandatory requirements for the quality of a service, then the service provided must comply with these requirements.

The service organization (executor) is obliged to provide the consumer with services within the time period agreed with the consumer.

The terms for the performance of the service must correspond to the terms specified in the contract. The contract makes a note about the actual date of the service. When providing services at the consumer's home, the service organization ensures the presence of its service specialist at the time agreed with the consumer. Materials for fulfilling an order must comply with the established requirements, which must be confirmed by a document (certificate, declaration of conformity), if this conformity is subject, in accordance with the legislation of the Russian Federation, to mandatory confirmation.

The service organization (service provider) is obliged to warn the consumer and stop the provision of the service before his instructions when it detects:

Unsuitability or poor quality of the material, equipment, technical documentation or thing for processing (processing) transferred by the consumer to the contractor; - possible adverse consequences for the consumer of the fulfillment of his instructions on the method of performing work (rendering a service);

Other circumstances beyond the control of the contractor that may adversely affect the results of the work performed or the ability to complete it on time.

If the consumer, despite a timely and justified warning, does not replace unsuitable or poor-quality material, equipment, technical documentation or the thing transferred to the contractor within a reasonable time, does not change instructions on the method of performing work (rendering services) or does not take other necessary measures to eliminate the circumstances, which can spoil the thing, its suitability, the service organization (executor) has the right to terminate the contract for the performance of work (rendering of services) and demand compensation for the losses caused by its termination.

If the work is performed in whole or in part from the material of the consumer, the performer is responsible for the safety of this material (thing) and its correct use. After the end of the work, the performer is obliged to submit to the consumer a report on the consumption of the material and return its balance, or, with the consent of the consumer, reduce the price of the work, taking into account the cost of the unused material remaining with the contractor.

If the material (thing) accepted from the consumer is completely or partially lost or damaged, the service organization (executor) is obliged to replace it with a homogeneous material (thing) of similar quality within three days and, at the request of the consumer, manufacture the product from a homogeneous material (thing) within a reasonable time , and in the absence of a homogeneous material (thing) of similar quality, reimburse the consumer for twice the price of the lost (damaged) material (thing), as well as the costs incurred by the consumer. The contractor is released from liability for the total or partial loss (damage) of the material (thing) received by him from the consumer, if the consumer is warned by the contractor about the special properties of the material (thing) that may entail its complete or partial loss (damage). Ignorance by the performer of the special properties of the material (thing) does not relieve him of responsibility.

The consumer has the right at any time before the delivery of work to him to refuse to execute the contract for the performance of work by paying the service organization a part of the established price in proportion to the part of the work performed before notification of the refusal to perform the contract.

The consumer is also obliged to reimburse the contractor for the expenses incurred up to this point in order to fulfill the contract, if they are not included in the specified part of the price of the work performed.

The consumer has the right to refuse to perform the contract for the provision of services, subject to payment to the contractor of the actually incurred costs.

The consumer is obliged to inspect and accept the work performed (its result) with the participation of the contractor within the time limits stipulated by the contract. Upon discovery of deviations from the contract that worsen the result of the work, or other shortcomings in the work, the consumer must immediately report this to the contractor. These shortcomings must be described in the act or in another document certifying acceptance.

In the event that the consumer fails to appear to receive the result of the work (service) performed or evades acceptance, the service organization has the right to warn the consumer in writing and, after two months from the date of warning, sell the result of the work for a reasonable price. The proceeds from the sale, minus all payments due to the contractor, are deposited in the manner prescribed by the Civil Code of the Russian Federation.

For non-fulfillment or improper fulfillment of obligations under the contract for the provision of services (performance of work), the service organization shall be liable under the legislation of the Russian Federation and the contract.

In case of detection of deficiencies in the service provided, the consumer has the right, at his choice, to demand from the service organization:

Free elimination of deficiencies in the service provided;

A corresponding reduction in the price of the service provided;

Free production of another thing from a homogeneous material of similar quality or re-performing the work. In this case, the consumer is obliged to return the thing previously transferred to him by the contractor;

Reimbursement of expenses incurred by him to eliminate the shortcomings of the service provided on his own or by a third party.

The consumer has the right to terminate the contract for the provision of services and demand full compensation for losses if the shortcomings of the service provided are not eliminated by the employees of the organization within the period established by the specified contract. The consumer may terminate the contract for the provision of services if he discovers significant shortcomings in the service provided or other significant deviations from the terms of the contract and demand full compensation for losses caused to him in connection with the shortcomings of the service provided.

Losses are reimbursed within the time limits established to meet the relevant requirements of the consumer.

The consumer, who discovered, after acceptance of the work, deviations from the contract or other defects that could not be established with the usual method of acceptance (hidden defects), including those that were deliberately hidden by the contractor, is obliged to notify the contractor about this.

The consumer may submit claims related to deficiencies in the service provided during the warranty period, and in its absence - within a reasonable time, within two years from the date of acceptance of the service provided, or five years if deficiencies are found in the building and other real estate.

The service organization is responsible for defects in the service, for which the warranty period is not set, if the consumer proves that they arose before he accepted it or for reasons that arose before that moment. In relation to the service for which the warranty period is established, the service organization (executor) is responsible for its shortcomings, unless it proves that they arose after the consumer accepted the service as a result of his violation of the rules for using the result of the service, actions of third parties or force majeure.

If the warranty period is less than two years (five years for real estate) and the deficiencies of the service are discovered by the consumer after the expiration of the warranty period, but within two years (five years for real estate), the consumer has the right to file claims against the service organization if he proves that the deficiencies arose before he accepted the result of the service or for reasons that arose before that moment.

If the service organization (executor) has violated the terms for the provision of the service or it has become obvious that the service will not be provided on time, the consumer, at his choice, has the right to appoint a new term to the contractor, entrust the provision of the service to third parties at a reasonable price, perform it on his own and demand compensation from the contractor expenses incurred, demand a reduction in the price for the provision of the service or terminate the contract for the provision of the service.

The consumer has the right to demand also full compensation for losses caused to him in connection with the violation of the terms for the provision of services. In case of violation of the established terms for the provision of the service or new terms appointed by the consumer, the service organization (executor) pays the consumer for each day (hour, if the term is specified in hours) of delay a penalty in the amount of three percent of the price of the service, and if the price of the service is not determined by the contract - the total price of the order. The contract for the provision of services between the consumer and the contractor may establish a higher amount of the penalty.

When terminating the contract for the provision of services, the contractor is not entitled to demand reimbursement of his costs incurred in the process of providing the service, as well as payment for the service provided, unless the consumer has accepted the service provided. The requirements of the consumer are not subject to satisfaction if the contractor proves that the violation of the terms for the provision of services occurred due to force majeure circumstances or through the fault of the consumer.

The service organization (executor) that performs the service using its own material is responsible for its quality according to the rules on the responsibility of the seller for goods of inadequate quality in accordance with civil law. The procedure and terms for satisfying the requirements of the consumer by the contractor, as well as liability for violation of these terms, are regulated by the Law of the Russian Federation "On Protection of Consumer Rights".

The consumer is obliged to pay for the services provided on time and in the manner agreed with the service organization (executor).

When making settlements with the consumer for the services provided, the contractor issues to the consumer a document confirming their payment (cash receipt, invoice, etc.).

The rules for the provision and requirements for services in the Russian Federation are reflected in the Law of the Russian Federation "On the Protection of Consumer Rights", the rules for the provision of certain types of services, standards for types of services, etc.

Conclusion

Service activity is capable of responding to the widest range of human needs, ranging from primary (physical, physiological) to the most complex - cognitive, spiritual and developmental needs. Many forms and methods of service are aimed at meeting the daily needs of people: to maintain their existence (food consumption, recuperation), living conditions that meet modern criteria for manufacturability, convenience, hygiene, and a healthy lifestyle. The provision of services related to the daily needs of people, in most cases, implies the presence of material goods, physically comfortable living conditions, which allows them to be classified as material services. As a result of the provision of material services, specific life support resources are consumed (used, worn out, eaten up) - energy resources, consumer goods, equipment, food, etc.

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Organization of a customer service system in restaurants (basic rules and service techniques, organization and conduct different types banquets)

Customer service in restaurants:

Basic elements of service.

Restaurant service consists of the following elements:

• - meeting guests, placing them in the hall;
• - offer menus and wine lists, aperitifs;
• - recommendations in the choice of snacks, dishes, drinks;
• - Reception, registration and clarification of the order;
• - transfer of the order for production;
• - restoring the table in accordance with the accepted order;
• - serving drinks, snacks and meals;
• - settlement with guests.

Meeting and accommodation of guests.

At the entrance to the restaurant guests are greeted by a porter who gives brief description restaurant and bar, focusing on the features of the range of drinks and dishes offered. Then he invites you to enter a restaurant or bar, holding the front doors.

At the entrance to the hall, guests are met by a hostess who greets them, offers to take tables and places in the hall, introduces them to the waiter, returns to his workplace, and at the end of the service, he, like a hospitable host, sees off the guests, says goodbye to them and invites them to visit the restaurant again.

In the absence of a hostess position in a restaurant, the head waiter performs its functions. He meets the guests, greets them, asks how many people the table should be prepared for, in which part of the hall they would like to take their seats. Having received the consent of the guests, the head waiter invites them to the table. He should go a little ahead, showing the guests the most convenient way. For service small companies a common table can be composed of several square or rectangular tables. At the table, the waiter meets the guests, he greets them, introduces himself to them, helps them sit down at the table, slightly pushing back the chair, giving preference to children, women, and older ones. The woman sits to the right of the man. If the guests sat down at the table, it is not allowed to transplant them, offering them other places.

The waiter must have the necessary professional skills, be friendly and polite in dealing with guests. The greeting should be correct, restrained and accompanied by a slight tilt of the head and a pleasant smile.

Often guests bring flowers with them. The waiter, without waiting for a request, should bring a vase of water, place flowers in it and put it on the table.

Of great importance is the appearance and manners of the waiter. He should have a beautiful posture, keep straight, move easily and gracefully. You can’t keep your hands in your pockets, stand leaning on a table or sideboard, cross your arms or wave them, make unnecessary or sudden movements, run around the hall. The correct gait largely depends on the shoes.

If the shoes are uncomfortable, too broken, and the heels are very high or crooked, the gait becomes heavy, the waiter gets tired quickly, it is not recommended for women to wear sandals. The correct posture of the waiter depends on comfortable uniforms, as well as on systematic sports.

Women should use cosmetics in moderation. Wedding rings or narrow rings without stones, small chains around the neck, small earrings are allowed as jewelry. Male waiters must be well-shaven, have neatly trimmed, clean nails.

The waiter must have a notebook, a key, a corkscrew to open bottles or a sommelier knife, ballpoint pen, lighter or matches.

Receiving and placing an order.

Receiving an order should begin with the waiter giving the menu to the guest; unless previously done by the head waiter or hostess.

When serving a menu to a guest, it should be remembered that a woman has the right to choose dishes. Therefore, the menu is given to the lady, and if there are several of them, to the eldest of them. If men are sitting at the table, then preference is given to the oldest in age, the hero of the day, etc., and among the military - to the highest in rank. In case of two-sided seating of guests at the table, a second copy of the menu should be submitted so that guests can quickly familiarize themselves with it. The menu is served to the guest on the left.

When hardcover is available, the menu is served open on the front page, which lists the chef's specialties and specialties. Simultaneously with the offer of the menu, the customer is offered to familiarize himself with the wine list.

It is convenient to take an order while standing to the right of the customer, but you can also take it to the left if it is convenient for the waiter. It is important to remember the customer, because in the future all questions are agreed only with him. The waiter in the process of receiving the order listens to all the wishes of the customer, gives recommendations, if necessary. The waiter must know the menu of the restaurant well. In the absence of explanations on the composition and features of the preparation of dishes in the menu, this should be done by the waiter.

It is advisable to accept an order on the trading floor using a Pos-terminal (intelligent cash register), which provides automatic input and saving of the order in a computer system, automatic transfer of the order to production and to the bar over the network. Printing them out on the printers installed there, re-ordering, sending special messages to the bar or to production (for example, cook later, cook without salt, etc.), select the type of payment: cash, credit cards or cashless payments.

When using the Pos-terminal, the waiter takes the order, writes it down in a notebook, then prints out the guest's bill. In the absence of an automation system for taking an order, the waiter must have numbered invoice forms in the form of a hardcover book and a ballpoint pen. The waiter puts an open book with invoice forms in the palm of his left hand. The order is recorded on the invoice form in two copies, legibly. The content of the order must be read out by the waiter to the consumer in order to avoid errors.

The waiter must warn the guest about the time of execution of the order and make clarifications about the time of serving dishes.

After receiving the order, the waiter must outline a plan for its implementation: an order for the production of snacks and dishes; selection of dishes for their preparation and serving; sequence of serving snacks, meals and drinks. A clear, pre-thought-out plan allows the waiter not to make unnecessary trips and speed up the service.

Transfer of the order to production.

Service in the restaurant is carried out according to the following scheme: from the hall, the waiter goes to the service room, where he picks up dishes for cold dishes and snacks, brings them to the distribution of the cold shop and transfers them to production along with the order. Informing how many servings should be put in each vase, dish, salad bowl, as well as the wishes of the guests for preparing the dish. When serving a group of guests, dishes are released and served on the table in multi-portion dishes: vases, salad bowls, etc., the capacity of which should correspond to the number of servings. This makes it possible for cooks to beautifully arrange dishes, and for waiters to conveniently arrange them on the table.

From the cold shop, the waiter goes to the hot shop, where he passes the order for hot appetizers, first and second courses, some dessert dishes, while simultaneously passing the dishes to the chefs for those dishes that are cooked directly in this dish (cocotte makers, chill molds, portioned pans, ceramic pots for stews dishes, etc.).

After the transfer of the order for production, the waiter makes the table service in the hall in accordance with the order and removes unnecessary serving items from the table.

Organization of the service process in the hall.

When receiving non-alcoholic drinks in the service bar, you must pay attention to their compliance with the order in terms of names, completeness of the assortment, and quality. Beverage bottles must be clean, free of chips and cracks and have a solid factory seal and labels indicating the names and characteristics of drinks. Special attention you should pay attention to the temperature of drinks and compliance with the rules for their storage, which affect the taste properties. The waiter should be well aware of the signs of deterioration in the quality of drinks. So, the beginning of spoilage, for example, beer, fruit waters, juices is a uniform turbidity, and precipitation at the bottom of the bottle indicates a significant deterioration of these drinks. Spoilage of soft drinks is indicated by the appearance of foam during their transfusion, and spoilage of beer by a sharp smell of yeast.

In restaurants, wine and vodka products and beer are released from the service bar in bottles, cans or on tap. With an individual order, 50 g of vodka or 100 g of wine, drinks are served in a glass or a small decanter, when serving a group of guests - in a decanter or bottle.

Juices are served in jugs, conical glasses, chilled water - in jugs. Ice is best served separately in a bucket or in an ice cooler. Juices and cold drinks should be served at a temperature of 8-12°C.

Fruits are thoroughly washed in running water and dried with a clean towel. Large bunches of grapes, with the permission of the guests, are cut with scissors into smaller ones. Sweet cherries and cherries are served with their stalks, while bananas are cut with a knife. Cooked fruits are placed in a vase: apples with their stalks down, pears with their stalks up, the rest of the fruits are placed on top so that any of them is visible.

The waiter brings the received products of the service bar to the hall on a tray covered with a napkin. The napkin reduces the sliding of items on the tray, which prevents a possible breakage of dishes. The waiter sets the tray with the received products of the service bar in the hall on a utility table or on a sideboard.

First of all, soft drinks (water with and without gas), beer, juices, bread are served. Before uncorking bottles of water, beer, juice bags, you need to show them to the customer. The waiter places two bottles of mineral water (with and without gas) on the palm of his left hand with a handbrake located on the ring finger. One of the bottles occupies part of the palm and rests on the ring finger and little finger. The second bottle is placed next to the previous one and is held by the thumb, index and middle fingers. Bottle labels should face the guest, two bottles of drinks can be held by the neck. In this case, the handbrake can be located on the hand or ring finger.

The waiter uncorks bottles of water on a side table or sideboard.

After wiping the necks of the bottles with a clean napkin, with the permission of the guests, he pours drinks into glasses to the right of the guest, starting with the women. Wine glasses are filled to 3/4 capacity. A bottle of water should be held slightly above the rim of the glass without touching it, and a bottle of beer should be held slightly higher so that foam forms.

Before serving beer in cans or bottles, the waiter replaces the glass with a beer glass and puts the drink to the right of the guest. If the beer is released on tap, then the glass is replaced with a beer mug or glass.

Juice on the utility table is poured from the package into a jug. First, a snack plate with a linen napkin folded by a fortuneteller is placed on the table, then the waiter pours the juice for the guests and puts the jug on the prepared snack plate.

The waiter serves bread on the table on a pie plate. Approaching the guest from the left side, with his left hand he removes an empty pie plate from the table, and with the same hand puts a pie plate with bread, replacing the plates in his right hand. You can use tongs to spread the bread from the snack plate onto the guests' patty plates, set during the preliminary table setting. In this case, the waiter moves counterclockwise and with his right hand lays out the bread with tongs in such a way that the rye bread is located on the patty plate closer to the guest, with the crust towards him, and the wheat bread is next, with the crust out.

For group service, bread can be served in a biscuit bowl with a linen napkin folded in four.

Basic methods of serving food in a restaurant.

When starting to fulfill an order, the waiter must be well aware of the features of serving all dishes and drinks, as well as consider how the ordered dishes should be served.

The following methods of serving dishes are used in restaurants: French, English, Russian, European, combined.

The French method provides for serving the dish in carry-out, i.e. transferring it to the guest's plate. This method is used in the work of waiters with high service technique.

The waiter's technique is as follows. When serving cold dishes and snacks, the waiter puts a folded handbrake on the palm of his left hand, on which he places the dish together with the device for laying out, approaches the guest on the left and, leaning slightly towards him, lowers his left hand with the dish at a slight angle so that the edge of the dish was above the edge of the plate.

With his right hand, the waiter takes the device for laying out and shifts the dish, pressing his elbow to himself and moving his hand to the right. In practice, four options for the location of a universal device for laying out a dish are used:

• - a classic technique - a tablespoon and a fork are held in the right hand, and the index finger is placed between the devices so that it controls the movement of the fork during portioning. This technique is used when serving dishes consisting of portions of fish or meat with a vegetable garnish: assorted fish Russian bouquet, royal balyk, homemade meat appetizer (stuffed quail, rustic boiled pork and suckling pig roll);
• - planar reception - a tablespoon and a fork are placed in the same plane in the form of a spatula so that the handles of the devices are in the palm of the right hand, and the thumb holds the devices at the junction. This technique is used when serving dishes with a soft consistency (boiled fish, herring "under a fur coat", goose liver pate);
• - forceps reception - devices for portioning are held in the palm of the right hand slightly apart in relation to each other. This method is used when serving dishes with a dense texture (stuffed);
• - the waiter offers a dish to a guest who serves himself.

The guest, using portioning devices, puts a portion of fish, meat or other dish on his plate.

The French method is also used when serving second hot dishes without sauce or dishes for which sauces are served separately (fried sturgeon, salmon steak, salmon roll with lobster, veal tenderloin steak, beef medallion, lamb cutlets with garlic crust Hussar roulette) .

The waiter brings the second hot dishes in cupronickel dishes and heated small dinner plates on a tray covered with a napkin, puts the tray on the utility table, removes the used dishes from the table, puts the warmed small dinner plate in front of the guest, holding it with a handbrake.

On top of the main product, a device for layout is placed with the handle to the waiter's right hand so that the horns of the device protrude beyond the edge of the dish. The dish is taken with a handbrake with the right hand, placed on the palm of the left and on the handbrake, which should cover the cuffs of the sleeve and protect the palm of the hand from possible burns. The waiter stands on the left side of the guest and, slightly tilting the body, slightly pushing the left leg forward and putting the right hand behind the back, shows the dish to the guest so that the decoration can be seen. In this case, the main product (meat, poultry or fish) should be addressed to the guest. Then the waiter brings the dish closer to the plate, without touching it and without leaning his hand on the table, and using the layout device, first shifts the main product onto the plate closer to the guest, then the side dish, portioning it in parts and distributing it after the main product from right to left.

The English method involves the use of a side table, sideboard or trolley, on which dishes are prepared in the immediate vicinity of visitors, for example, salad ingredients are mixed, cold dishes are portioned, and second courses are garnished.

The English method is used to serve second courses of complex layout (orly pike perch, colbert sturgeon, kebabs, chicken Kiev), sauce dishes (sturgeon in brine, fillet in Madeira sauce). The waiter brings hot dishes of complex layout to the hall along with warmed small dinner plates and portioning devices. The dish with the product is installed on the left side of the side table. Then they put the plates, which should be turned to the waiter with the logo. The waiter brings the dish to the table for visitors and, holding it with a handbrake, shows the customer on the left side. Having received permission, the waiter transfers the dish on the side table to the guests' plates: first - the main product, then the side dish. Particular care should be taken to shift the components of a complex garnish, avoiding mixing them.

First, one type of side dish is laid out on all plates, then the second, etc., distributing it evenly and creating colorful combinations. If there is sauce on the dish, then the main product is poured over it.

Work with side table. The side table is covered with a tablecloth and placed near the dining table so that guests can observe the actions of the waiter. The English method provides various ways portioning of dishes:

Portioning salads with various dressings. The waiter sets on top of the side table various ingredients for salads in glassware and sauces for them, in the lower part - snack plates, on which, based on the order, the waiter lays out various products and fills them with sauces.

Portioning of hot dishes in sauce (beef stroganoff, frying). The waiter brings to the hall sauce dishes in lamb, side dishes - in portioned pans, heated small dinner plates, layout devices, places them on the side table: side dishes - with right side, dishes - on the left, plates - in the middle. Without showing the dish to the guest, it is laid out as follows: first, the garnish is portioned, then, having removed the lid of the lamb with the help of a handbrake and putting a heated small table plate, the waiter takes a spoon in his right hand, and in his left fork and carefully transfers the dish to a plate to save the sauce . After that, the waiter takes the plate through the handbrake so that the thumb rests on the edge of the side, and puts it on the table in front of the visitor (on the right).

When portioning baked dishes and dishes of complex layout, the waiter brings products to the hall on metal dishes on a tray covered with a linen napkin. Before putting the dishes on the guests' plates, the waiter must show them to the customer, for this, with the right hand, use the handbrake to lift the edge of the dish, and with the left hand, lay the handbrake under the dish so that it protects the palm of the hand from burns. Having shown the dish to the customer on the left, the waiter on the side table or sideboard portions the dish into the warmed small dinner plates of the guests, using the layout tools, holding the spoon in his right hand and the fork in his left. First lay out the main product, then the side dish.

To prepare the second hot and dessert dishes in the hall, table stoves are installed on the tables or mobile carts with built-in gas burners are used. In these cases, whole fried tenderloin, fillet with cognac is prepared in special pans, then the dishes are portioned in the presence of guests using trencher (cutting) devices and transferred to heated small or dessert plates.

When serving a group of visitors, a metal tray, a gas burner and a metal dish with fried meat products and a complex side dish are placed in the center of the table. A device for layout is placed on the dish, and the guests serve themselves.

The Russian method provides for the arrangement of beautifully decorated and whole-cooked dishes on the table, as well as national dishes cooked in pots. If guests have ordered a large assortment of cold dishes, they are placed on the table in vases, oval and round porcelain dishes. In all dishes they put devices for layout: a fork - prongs down, and a spoon on top; instrument handles are placed towards the guests.

Devices for laying out boiled, stewed and fried dishes - a tablespoon and a fork, baked dishes - a spatula. The table is served with an appropriate plate (snack bar, small dining room or dessert) and a device, depending on the type of dish and the method of its preparation.

The European method differs from the previous ones, primarily in table setting. The table is served with cutlery and snack utensils, a pie plate, a linen napkin, which is placed in front of the guest, glass, a spice utensil, and flowers. Waiters bring cold appetizers in advance, portioned on snack plates. The second hot dishes are served on heated small table plates covered with special cloche lids. The waiter approaches the guest from the right, puts a plate with a lid in front of him, lifts it up and turns it over, then takes it to the back table. Second courses are served in small halls, as well as in the absence of auxiliary tables.

In luxury and high class restaurants, combined service methods are used.

Thus, a professional method of serving dishes is a criterion for high-quality service and is crucial for the competitiveness of any restaurant, bar or cafe. To provide such services, the personnel of the enterprise must either have a special education, or vocational training, or undergo an internship in order to acquire the knowledge, skills and qualifications for performing specific functions.

Banquet service:

One of the most important requirements for business hotels is the provision of banquet services. To do this, the premises of catering establishments located in the hotel complex, along with the main restaurant hall, should have special banquet halls (perhaps several halls of various capacities and for different types of banquets), as well as personnel with appropriate knowledge and practical skills.

Banquets are held as a solemn breakfast, lunch or dinner. The reason for this may be an anniversary, a friendly meeting, a family celebration. The most frequent are banquets held by public, party, scientific and business organizations on the occasion of the end of various meetings, negotiations, conferences, meetings and other events.

Banquets can be classified as follows:

• 1) according to the method of organizing meals at the table - sitting or standing;
• 2) on the participation of personnel in the service:
  • - complete, when all operations (receiving products, delivering them to the hall, serving food and drinks, cleaning dishes, etc.) are carried out by waiters, which ensures a higher culture of service;
  • - partial, when a number of functions are transferred to guests (shifting food, filling glasses), which allows you to speed up the service process, reduce the number of service personnel;
• 3) by the range of dishes and drinks:
  • - general purpose;
  • - banquet tea;
  • - banquet-cocktail;
  • - buffet buffet.

The organization of any banquet includes receiving and placing an order, preparing for a banquet, and servicing. Organized, clear work in preparing for the banquet service depends on how detailed and timely all the details of the banquet are agreed between the customer and the restaurant management. Therefore, it is desirable that the one who will directly manage the preparation of the banquet and the service of guests should be informed in detail about the features of this order.

Banquet service orders are taken directly by the director, head waiter or banquet service manager. The order can be made in writing or orally (by phone, as a result of the visit). In any case, the following must be agreed:

• - the date of the;
• - a reason for arranging a banquet;
• - venue (name or number of the banquet hall);
• - service start and end time;
• - number of participants;
• - sample menu;
• - the cost of serving one person and the entire banquet;
• - terms of payment;
• - customer's address and phone number.

When accepting an order for banquet services, the customer is offered to get acquainted with the premises for the banquet, coordinate with him the plan for arranging tables, places for honored guests (if this is a banquet at the table, then the plan for placing guests at each table separately, based on the norm of 60-80 cm per person), an approximate design of a banquet hall.

When ordering, it is specified whether guests will be served an aperitif cocktail, whether flowers are needed for decoration, music during the banquet and a place for dancing.

It is very important that catering sales staff are provided with appropriate technical and visual aids, such as:

• - color slides, photographs of buffets of various price levels and configurations, cold appetizers, hot and cold dishes offered in the menu;
• - image of various arrangements of tables and chairs;
• - the possibility of technical equipment of events with computers, a stage, a dance floor, lighting, microphones, musical instruments;
• - photos, videos of the events.

An order for a banquet can be accepted many days before it takes place. Despite the fact that the approximate menu of dishes was agreed upon when accepting the order, it is usually agreed with the customer again 2-4 days before the banquet.

When servicing banquets held on a special occasion (birthdays, weddings, industrial holidays, anniversaries), programs corresponding to the event should be drawn up.

When organizing official banquets-receptions, the issue of placing banquet participants at the table, and, consequently, the order of their subsequent service, is of particular importance. Must be respected following rules seating guests at the table:

• - the first place is considered to be to the right of the hostess of the reception of the banquet, the second - to the right of the host;
• - in the absence of women, the first place is considered to be to the right of the host of the reception of the banquet, the second - to the left of him;
• - a high-ranking guest can sit opposite the host, in which case the second place will be to the right of the host;
• - if the hostess of the reception of the banquet is absent, one of the invited women can take her place.

On the banquet table, according to the plan for placing guests, to the device of each participant in the banquet-reception, as a rule, a card is placed, which indicates the surname and initials, and sometimes the ranks of the guests.

When preparing for a banquet, it is necessary to determine the number of waiters and other workers required to serve it.

The required number of waiters is determined depending on the complexity of the menu, the frequency of changing appliances, the remoteness of the banquet table from the distribution, service, dishwasher, buffets, the location of auxiliary tables, the provision of dishes, etc.

Directly on the day of the banquet, the manager or head waiter conducts a briefing with the waiters, during which he informs them who and in honor of whom or what event is holding a banquet, specifies the start time of the banquet, the number and approximate composition of its participants by nationality, gender, age, etc. . Introduces the waiters to the table arrangement plan, the number of guests at each of them and the plan for placing the participants of the banquet at the table, informs the menu of dishes and drinks, the features of the banquet table setting. Specifies whether the aperitif will be served, what drinks and snacks will be served during the aperitif, how long it will last, where coffee and tea will be served, how many coffee tables will have to be served.

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