• The customer service process is:

1. Welcoming and guiding the customer
2. Serving the water glass and the initial silverware setup
3. Serving the food that was ordered
4. Checking the customer out
5. Cleaning up

• Welcoming the customer is the main part of serving. When the customer arrives near the entrance of the store, employees should always keep an eye out for the parking lot and the entrance of the store.
• If you are at a washing station, you must always keep an eye out for the dining area even while washing dishes.
• If there is a blind customer, you should welcome the guide dog
• If there is a deaf customer, make sure you speak slowly, clearly, politely, and kindly. Written communication is another way to communicate with these customers.

• Waiting for a customer to come into the restaurant is called stand-by and we do the following:

1. Check on which tables are empty
2. Checking the tables set up
3. Getting the set ups ready

• Drink glasses should be held 1/3 of the way below the top of the glass. This is to prevent touching the area where the customer's mouth will touch. Furthermore, put your pinky under the glass so you don't make noise when serving the glass to the customer. Make sure you make minimal noise when placing plates in front of customers as well.
• Unless there is a special reason, servers can not wear gloves when serving customers. Servers are permitted to wear gloves when bussing tables after the customer leaves.

• There is an order that food should be taken out to customers.

1. Side Menu Items (Drinks, Salad, Fries, Etc)
2. Kid's Curry (If there are children)
3. Curry Plates

• Make sure to take the children's curry plate out first, to prevent fussing and commotion.

• When the food is ready in the kitchen:

1. Double check the order to make sure it is correct
2. Quality check
3. Carry the food to the table
4. Serve the plate to the customer with the logo facing the customer. Make sure to explain what the item they ordered is.

• Clearing the tables (pre-bussing) means to be mindful of the customers and not clear plates before they are done eating so that customers are able to relax at the table.
• When clearing tables, do it quietly to not bother the other customers that are still dining around you.

• When taking orders over the phone,

1. Repeat the order while you are taking it, just the same as if you were serving inside the restaurant
2. Check the quantity of the bento boxes before handing it off to the customer
3. Note the customer's name and arrival time
4. After confirming that the customer has hung up, quietly place the handset into the base while pressing the hook switch.

• Before giving the customers merchandise items, make sure you check if there are any scratches/damages or if it is not dirty. If it is, then make sure to switch it out for a brand new one.

• To prevent lost and found items, you should always check around the table to make sure they didn't leave anything while clearing or cleaning the table.
• If there is a lost and found item, the item must be stores in the lost and found box.
• Wallets and credit cards that are lost must be stored in the store's safe.

• The basis for 'service' revolves around meeting customer standards and moving quickly
• Ichibanya aims to serve curry to customers within 10 minutes of ordering.
• Good service is to act on the customer's desires before the customer asks
• Ichibanya aims to provide service that is above and beyond customer expectations

• To provide Ichibanya service, one must look, feel, and move.
• To provide service that meets customer expectations, you must first watch the customers. (Table Watching)
• It is important to feel what the customer wants. Even if you look and feel, you must move to have achieved CoCo Ichibanya standard service.

• Checking food quality entails making sure that:

1. There are no contaminants
2. The plate is hot
3. There is no film on the sauce

• During peak times, it is important to consider priorities
• Priorities are the register, guiding customers, serving food, bussing, and cleaning tables.

• To prevent the loss of trust from customers, Ichibanya prohibits changing operating times or having items out of stock.

• Before serving to the customer, the dressing dispenser must be shaken up and down at least 10 times.
• The dressing dispenser must always be filled up to 80% of the total volume.
• The salad must be stored in the fridge and the dish must be cold when serving.
• The corn must be presented in a well-balanced way.
• Double check to make sure that the salad is still fresh/vibrant.
• There is no expiration date for salads. If the salad does not look fresh/vibrant, do not serve.

• There are two dates that must be managed in all stores. These are expiration dates and holding times.

• Expiration dates: The expiration date is the date by which a product can be sold, which is set by our company. It is necessary to check the date and make sure that FIFO (first in, first out) is followed for proper storage.
• Items that are expiring first need to be stored in the front, while newer items must be stored in the back.
• You must never provide expired products to customers.

• Holding time: Labels must be created using Operandio to manage all holding times.
• Items that are expired or past the holding time must be discarded.

• The holding time for fukujin-zuke is 2 weeks after opening, and the item must be replaced before the 2 weeks are up.
• The holding time for dressing is 2 weeks and the item must be replaced before the 2 weeks are up.

• A food allergy is an immune reaction that causes allergic symptoms when a person ingests a specific ingredient.
• If a customer inquires about allergy information regarding the curry sauce or what is in the food, do NOT answer on the spot and direct them to the allergy information page on the USA CoCo Ichibanya Website.

• Our curry includes very common allergy-inducing ingredients, such as peanuts and milk.
• It is very important to understand that our curry has many ingredients in it that could be life-threatening to some customers. If you are uncertain, ask the manager and consult the CoCo Ichibanya home page.

• The following is an excerpt from the 10 principles for handling complaints:

The issue must be handled with sincerity no matter who is responsible.

The issue must not be solved with items or money.

Your expression must show regret as well.

• Customer complaints occur when customers feel unsatisfied with the service or product, and they voice their dissatisfaction.
• Some types of customer complaints include those regarding the product and others regarding the employees.
• The first person to deal with the complaint is the initial responder.
• The initial responder can include new employees and other employees.
• Sometimes the situation can worsen, causing a secondary complaint. When this happens, all the employees must come together to reach a resolution.
• The complaint can occur directly in the restaurant, but it can also occur through surveys, phone calls made to HQ, or through our website.
• If there is a customer that is troubled by the lack of service or the quality of the product, immediately report to the supervisor or HQ.

• In the case of an emergency:

1. Customer's safety comes first.
2. Avoid hasty decisions
3. Employee evacuations
4. Follow the proper procedures and report to the appropriate personnel
5. Contact HQ personnel as soon as possible.