Communicate with diverse customers.

Communication should include

• speaking slowly, clearly, and loudly enough to be understood
• using appropriate body language, including eye contact and a pleasant expression
• using additional strategies for accommodating visually- or hearing-impaired customers (e.g., accessible technology)
• maintaining a friendly, helpful, and professional attitude
• showing politeness and courtesy
• 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 contentious customers?