Some general guidelines on customer service

• Always be respectful - even if you disagree with views, opinions, etc.; common courtesy and professionalism always apply; don't avoid speaking directly to the client; don't ignore the client even though he/she doesn't speak English; respect the client's request for an interpreter/translator; before you give an opinion, consider if it is appropriate for you to voice an opinion on their culture, country, politics, religion, etc. - are you informed enough to have formulated an opinion?
• Don't make presumptions or assumptions - particularly based on visuals (e.g., don't assume someone dressed differently is not Canadian, doesn't speak English, etc.); don't assume every individual from a country will act the same way - do we?; cultures may have different concepts of time - be specific and put appointments, meetings, etc. in writing; ask the client if they understand all aspects of procedures, warranties, payments, insurance policies, etc.
• Watch your tone of voice and use of slang - you are more easily understood if you limit your use of slang terms; speak slowly, but don't talk down to your clients; always be tactful and polite.
• Be conscious of body language - research body languages; be conscious of your expressions and mannerisms; learn to read others' body language
• Get to know your guests/clients - where they're from, if it's their first trip to Canada/the Region, what they like and don't like so far, what they miss, what they enjoy, what you may do that is different than what they are used to, their preferences, etc.
• Research different cultures - ask questions, read; it's okay to be curious, but be careful not to cross the line between curiosity and judgment; explore customs and traditions; be cautious of your sources; identify local resources, such as places of worship, cultural associations, translation services, etc.
  Take care with your attire and grooming - when in doubt, opt for conservative dress.
• Consider the environment - clear the space of posters, photos, or other items which may be offensive; discourage negative ethnic remarks and discriminatory attitudes in fellow employees and/or clients.
• Learn from your mistakes - if you inadvertently offend someone, learn from the situation; don't repeat the same mistake; also remember that many people will not let you know that you've offended them
• Share your experiences - teach others in your company and personal life the lessons that you've learned; be cautious not to be negative, not to stereotype, not to discriminate, etc.

Menu Planning

• Let guests know about the menu ahead of time, if possible
• Offer choice of vegetarian and non-vegetarian
• Consider serving buffet-style and use cards to describe dish and/or have servers that are well-informed about the preparation of the dish
• Consider cultural, religious or health issues; some notes:
  • No pork (ham, pork chops, bacon...) or non-halal meats for Muslim and Jewish guests
  • No beef or meat for certain Indian and other vegetarian guests
  • Raw vegetables are not usually part of authentic Chinese cuisine
  • Some guests consider our foods quite sweet and not spicy enough
  • Include vegan dishes if appropriate; and,
  • When planning a non-alcoholic event, avoid dishes prepared with alcohol (e.g., chicken cooked in wine; liqueur added to desserts, etc.)
• If halal/kosher meats are not available, select fish (e.g., salmon) as the main dish or as an alternative
• Start gathering successful recipes for dishes and appetizers from a variety of cultural groups/guests to pass on to chefs or caterers
• Remember that the way we serve food is not necessarily the way others are used to (e.g., in Peru, coffee is generally served concentrated with hot milk on the side; toast is served dry with butter on the side)
• Some people prefer using fingers to utensils; depending on guests, provide finger bowls, wash basins or chopsticks on the table (e.g., eating with fingers in Zimbabwe; using right hand only in India; eating from a communal bowl in Libya)
• As an alternative to menu planning, try holding a potluck meal or pay for the groceries and have them prepare the dishes; and,
• Always offer non-alcoholic beverages

Organizing Activities