The 7 Deadly Sins of Service in Food And Beverage Management.pptx

The 7 Deadly Sins of Service in Food And Beverage Management.pptx

1. The 7 Deadly Sins of Service

2. 1. Apathy Meaning: Lack of interest or concern for the customer. Example: A server ignores a customer waiting to be seated or acts uninterested when taking an order. Why it’s deadly: Customers feel unimportant and unwelcome , leading to dissatisfaction and lost loyalty. 💡 Tip: Always greet guests warmly and show genuine interest.

3. 2. Brush-Off Meaning: Dismissing or avoiding the customer’s concern or complaint. Example: Saying “That’s not my job” or “You’ll have to wait for the manager.” Why it’s deadly: It signals disrespect and lack of accountability. 💡 Tip: Own the problem and assist until it’s resolved.

4. 3. Coldness Meaning: Lack of warmth or friendliness in interaction. Example: Speaking with a flat tone, no smile, or avoiding eye contact. Why it’s deadly: Customers feel like they are bothering you rather than being served. 💡 Tip: Smile genuinely and communicate politely.

5. 4. Condescension Meaning: Talking down to customers or acting superior. Example: “You don’t understand how this works,” or “That’s not what you meant.” Why it’s deadly: It humiliates customers and damages the business image. 💡 Tip: Treat every guest with respect and equality .

6. 5. Robotism Meaning: Delivering service mechanically without emotion or personalization. Example: Repeating memorized lines without adapting to the guest’s mood or needs. Why it’s deadly: Customers feel they’re dealing with a machine , not a person. 💡 Tip: Personalize your approach — adapt your tone, body language, and words.

7. 6. Rule Book Meaning: Over-reliance on policies rather than focusing on the customer experience. Example: “Sorry, that’s against our policy” without offering alternatives. Why it’s deadly: Customers value solutions , not excuses. 💡 Tip: Be flexible; find creative ways to help within reasonable limits.

8. 7. Runaround Meaning: Passing the customer from one person to another without solving the problem. Example: “Please talk to the cashier… no, see the manager… maybe the chef can help.” Why it’s deadly: Causes frustration and loss of trust . 💡 Tip: Take ownership — escort or follow up until the issue is resolved.

9. Summary Table Deadly Sin Description Customer Impact Service Recovery Tip 1. Apathy Lack of interest Feels ignored Show genuine concern 2. Brush-Off Dismissing concern Feels rejected Own and resolve the issue 3. Coldness No warmth or friendliness Feels unwelcome Smile and engage 4. Condescension Talking down to customers Feels disrespected Be humble and polite 5. Robotism Mechanical interaction Feels dehumanized Personalize responses 6. Rule Book Overreliance on policy Feels unimportant Offer solutions

10. Quick Reflection Activity (for Learners) Instruction: Think of a time when you experienced poor service as a customer. Which of the 7 deadly sins was committed? How did it make you feel? What should the staff have done differently? What can you do as a future service provider to avoid this sin?