Title: Communicate with diverse customers.
Course: Culinary Arts I (16052-I) > Section: Serving in the Dining Room

Communication should include

- speaking slowly, clearly, and loudly enough to be understood
- using appropriate body language, including eye contact and a pleasant expression
- maintaining a friendly, helpful, and professional attitude at all times
- showing politeness and courtesy at all times
- treating all people equally.

Process/Skill Questions:

Thinking

- Why should a server be sensitive to the ethnic and cultural differences of customers?
- What unique waitstaff skills can improve guest satisfaction and staff gratuities?

Communication

- What population does the Americans with Disabilities Act (ADA) protect?
- How can servers communicate effectively with guests who do not understand English?

Leadership

- What are the legal responsibilities of a food service establishment?
- What problem-solving techniques can be used to address on-the-spot issues with customers?
- How can the employee know when to call upon the manager for help with dealing with a problem customer?

Management

- How should a customer complaint be handled?
- What are some effective ways to deal with customers who are contentious?