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Fundamentals
START HERE
Lesson One
Lesson two
"Quality and Consistency is our mantra"
Lesson Three
LESSON 1 QUIZ
Customer experience starts…
When they reach the counter
When they pay
The second they walk in
When their food is ready
The “Front Door Rule” means:
Only the FOH person greets customers
Whoever sees them first acknowledges them
Only managers greet customers
Only greet if the customer speaks first
If you’re slammed, the greeting should be:
Skipped until you’re free
Short but still done
Only done if they look annoyed
Done quietly so it doesn’t interrupt others
“Keep your peripherals open” means:
Don’t talk to customers
Focus only on the kitchen
Stay aware of the front while working
Always stand at the counter
Which is a “Customer Eyes” check?
Labels facing forward in the drink fridge
Leaving boxes out the front for later
Ignoring smudged windows
Waiting until close to clean floors
Why do we call out orders loud and clear?
To show off your vocal chords
So customers don’t miss their order and complain later
To impress other shops
To speed up cooking time
Calling out once isn’t enough—you must also:
Walk away immediately
Look down at the dockets
Look up and watch for a response
Only repeat it if they ask
A good response signal from a customer is:
Eye contact or a nod
Silence and no movement
Looking at their phone
Walking outside
Phone standard target is:
Before the 2nd ring
Before the 3rd ring
Before the 4th ring
Before the 6th ring
If you can safely answer but are busy, you should:
Let it ring out
Answer, then place them on hold properly
Put them on hold without speaking
Hang up and wait for them to call back
Proper hold script is closest to:
“Yeah?”
“Hold.”
“Ferraro’s Pizzeria, could you hold for just a moment please?”
“Wait there.”
“Customer Voice” means:
Quiet and monotone
The best version of you: upbeat, clear, confident
Fast and rushed
Only polite if they’re polite
“Treat every customer like a secret shopper” means:
Be extra nice only to regulars
Assume every customer is quietly scoring the service
Only follow rules when a manager is watching
Give discounts to everyone
First name
Email
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