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SITXCCS016 Catering Customer Service Policy and Procedures Template

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285 views1 page

SITXCCS016 Catering Customer Service Policy and Procedures Template

Uploaded by

Ankush Dhiman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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PolicyBlue Healer Spa

Catering customer service policy and procedures (First


Draft)
Policy
All members of staff provide services to customers either directly or indirectly
and must meet the needs of customers in a professional and ethical manner with
courteous and efficient service.
Blue Healer Spa is committed to:
 Politeness: the use of good manners in all interactions.
 Responsiveness: meet agreed timeframes and follow up on all queries.
 Professionalism: being objective and knowledgeable and demonstrating
integrity.
 Understanding: customers and their business.
 Confidentiality: respecting the confidentiality of customer information.
 Transparency: processes are clear, consistent, easy to access and
documented.

Compliance with legislation


Blue Healer Spa is committed to the protection of customer personal information.
All dealings with customers must abide by the Privacy Act 1998 and the
Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except
when qualified by any relevant Codes of Practice and will underpin all matters
related to personal information at Blue Healer Spa.

Roles and responsibilities


Staff will:
 ensure the provision of exceptional catering services, adhering to quality
standards and customer preferences.
Procedures
Interacting with customers
The following procedures should be followed when interacting with customers in
the dining area or any other part of the resort:
 Greet customers warmly, take orders accurately, and ensure prompt and
courteous service in the dining area and throughout the resort.

Dealing with difficult customers


From time to time, there may be difficult, or aggressive, customers. However,
the following considerations must be followed:
 Remain calm, listen actively, and resolve issues diplomatically while
upholding professionalism and customer satisfaction.

Complaints and Feedback


Blue Healer Spa welcomes complaints from customers. If a customer wishes to
make a complaint, they may contact us via email or via phone and discuss their
complaint. Where the complaint cannot be resolved at this first point of contact,
the complaint will be referred to the management team. The customer will be
contacted with 3 working days to advise of the outcome of their complaints.
Blue Healer Spa also welcomes feedback from all of its customers and sends a
link to an online survey for all customers to complete.

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