1)Develop a basic customer service training manual for a service organisation of your choice. The organisation should be in the tourism, hospitality, or events industry.

2)The training manual can be presented by the method of your choice—written, computerised, PowerPoint, DVD video.

3)The customer service information that needs to be covered in the training manual includes but is not limited to:

4)Description of the organisation and types of products/ services offered.

5)Description of the basic target market including preferences, needs and expectations.

6)Professional service standards expected of service industry personnel.

7)How staff should share product and service information and suggestions with customers.

8)Types of socially and culturally diverse customers they could encounter and effective communication techniques for service delivery.

9)How to offer extras and add-ons with examples provided.

1. How to action special requests with examples provided.
2. Expectations for team work.
3. Details of organisational goals and promotional focus.
4. Team working and liaising with other staff members.
5. How to manage difficult service situations (eg delays and compensation).
6. Methods to handle customer complaints including individual staff responsibility, authority, organisational constraints and timing. Provide them with example complaints and solutions.
7. Communication techniques to use whilst handling complaints.
8. To whom staff should report complaints and what feedback to report.
9. How and where to record customer information.
10. List and description of promotional initiatives and how they are to be implemented.
11. How staff can provide enhanced products and services to clients and customers based on customer information.
12. Techniques for developing customer relationships.

Industry overview

J&J restaurant is a company that is designed to offer services on  food and drinks  and maximize our customer satisfaction. The Restaurant will be operating 24 hours offering all types of food and drinks both alcoholic and non-alcoholic. 

Mission and Vision 

Our vision is to be the most leading food and drinks outlet providing naturally, unique and tasty food and drinks.

Our mission is to ensure that will meet the needs and expectations of our customers.

Industry market targets

Having that the Restaurant will be located in town where there are offices and overflow of people we target all persons in town either in the offices or passing bay. We have free delivery services to people who are within town which we believe that it favors many customers who don't want to sit in the restaurant. Further, our packaging method is decently and uniquely designed for any person opting for a take away (AGUTTER, 2013).

Professional service standards

Food industries are usually very sensitive and very special and for that reason we shall ensure that our facilities are clean and provide the best quality food and services. The employees must have attained the required qualifications plus experience. There shall be continuous training and mentoring to ensure that the industry is able to cope with the changing market.

Information 

Our customers must at all-time be informed and be updated of the introduction of new products in the restaurant which shall be done in various ways; by placing our new menus on the restaurant website, by one on one communication in that the staff can explain it to the customers ones they check in. Customer details and information shall be taken by the persons serving them (Post, 2004).

Communication

It is well understood that the restaurant will be receiving all kinds of persons with different cultural and social practices, we shall ensure that the communication techniques are applied which involve listening, clearly taking instructions, being cautious and responding effectively. Communication while handling complaints shall be done professionally and with honesty( García-Murillo, & Annabi, 2002).

Addons

For us to attract more customers the restaurant shall have free Wi-Fi and free salad for each meal once ordered. Further, there will be promotional activities like advertisements which shall be done in magazines, television and in social media platforms.

Special requests

We shall welcome special requests for example if one has a party we can reserve a certain area for them to enjoy. In case one complains the manager's and customer care service telephone number shall be indicated in our screen if one has any complaint or comment.

Team work

The J&J success shall be attained and maintained through team work and every person working there must be a team player and be able to work with others.

Industry goals.

Our plan is to position the business to become a leading brand in the food and drinks industry. There shall be improved techniques to develop customer relationships by appreciating them and requesting for their feedback and suggestions and be ready to adapt to their preferences.

Dispute resolutions

Disputes are inevitable but they can be avoided and solved.  The company will ensure that the customer's complaints are minimized by offering the best services and quality products. However when they occur the company will have mechanisms to solve conflicts, for example if a customer orders for a certain meal and he/ she does not receive it on time the person responsible should apologize to the customer and compensate them.

REFERENCES

Post, A. (2004). Customer Service: Teaming Up to Clarify Communications. Opflow, 30(2), 1-7. 

García-Murillo, M., & Annabi, H. (2002). Customer Knowledge Management. The Journal of the Operational Research Society, 53(8), 875-884. 

AGUTTER, C. (2013). SERVICE OPERATION. In ITIL Lifecycle Essentials: Your essential guide for the ITIL Foundation exam and beyond (pp. 254-335). Ely, Cambridgeshire, United Kingdom: IT Governance Publishing. doi:10.2307/j.ctt5hh5wb.13