Hi guys and gals,

I'm with Masala Bowl Indian Cafe, which is a quick service Indian restaurant chain. We're expanding pretty fast and my current assignment is creating a customer service manual. Basically this concept is like a Baja Fresh or Pick Up Stix of Indian food, and we're franchising nationwide, so I need to be sure that this will be universal. I've never created something like this and it doesn't seem like there are too many restauranteurs posting here, but I was wondering if any of you can help me out with what areas I should cover.

I think I want to categorize it into sections. I have already written out scripts for employees (scripts for the cashier and on the phone, etc) but now I need to create a manual that addresses everything customer service related.

If you're still not clear about the concept our website www.masalabowl.com has a lot of information, or you can just contact me.

Thanks!

Pavan, I roamed through the site a bit, I like it.

I am no where NEAR an authority on how to run this kind of operation or how to put together a manual for it. But I can step back and put myself into a customer perspective, and I do spend a lot of money on restaurants, most of it not expensed.

So I will think about the things I do not like or think about or notice:

-when is someone going to notice I just came through the door
-is this person going to lead me to the seating I would like
-is this person devoting time to interacting with a coworker instead of me
-do I feel like they remember me at this place
-are they taking too long to come back, so I can order
-are they taking too long to bring me the bill/check
-do they have a sense I need to get out of here as soon as I can
-do they treat my lunch or dinner mate nicely, and as nicely as the previous ones
-do they compete to be involved in my restaurant experience (if I am a repeat there)
-do they inform without making you feel ill-equipped on any topic

Thanks for the input, looks like I'm going to need to sit down and spend some serious time on it no matter what. The challenge is covering all aspects and clearly enough so that it can fit in one manual for all franchisees, etc. Thanks again Ayaree, I hope to hear some more input from the rest of the community!

Pavan, I hope other people chime in too. I am only able to wear a customer hat on this topic as opposed to a how-to hat when it comes to this one. I think I would be out the door fairly soon if I had a job in a restaurant (and that's not the only one).

I am a bit of a failed poet/writer, but maybe I can help to create the "chapters" to the book you are trying to write.

If you had to put ideas into piles, which ideas fit into which pile?

Here is where I am about to embarrass myself even more. I am going to suggest categories, and you can create the right sense out of them:

Company Knowledge
-what is the history of the company
-where does it operate
-what kinds of stores are there (small/medium/large/part-service/full-service)
-what is the culture of this restaurant for people who work there and people who visit the place, what are the special pride pieces

Menu/Products Knowledge
-what are the times of day your product fits into
-what are the menu items (in all its volume and complexity, whatever the case may be)
-where are the exceptions to the menu offerings and where


Customer Relations (different roles may get fleshed out here)
-how do you treat a customer when they come in
-how do you treat a customer when they are seated
-how do you treat a customer that has no knowledge of your product (and all the variations above "no knowledge")
-what should employees promote as menu offerings (regional? seasonal?)
-what should employees know from safety/health/legal standpoints?
-when do I involve someone else?
-complaint management
-when should the "manager" be involved?

Employee Relations and Our Company
-what are the roles in our organization
-what is the pay structure, overtime, all the "labor" stuff
-how do I show good performance, how do I improve
-work schedules
-extra duties
-opportunities to grow with the company, how
-any employee recognition program info
-various employee conduct info (as people that represent the company and in a food service framework)

You might get some mileage out of that or it may be bunk.

By the way, I do like samosas and my favorite is probably Saag Paneer with the best rice you can buy.