Teamwork You’re working in a kitche

Teamwork



You’re working in a kitchen during a busy dinner service and a team mate approaches you wanting some assistance making a dessert menu item they’re preparing. You would:

Leave what your Manager asked you to do and go and help your team member.
Tell them to get someone else to help them and then embarrass them in front of others for interrupting your work.
Tell them that you’d be more than happy the help them when you get a free moment. Let your Manager know that you will help your team member as soon as you get a chance.
Pretend you didn’t hear them and keep working.




You work in a restaurant serving customers. It’s very busy and you are at the end of your shift. However, the person replacing you is running 30 minutes late. You would:

Leave anyway. It’s the end of your shift and you don’t think you should be expected to stay.
Make comment to the rest of the team that it’s annoying that the person is regularly late.
Ask the Manager if they would like you to stay and help until the employee arrives and work until the Manager asks you to leave.
Stay and work without speaking to the Manager and leave when you think it’s the right time to go home.




Your boss has requested you participate in a team that is working making customer service improvements in the restaurant you work at. One of the other team members is constantly turning up late for meetings and not participating in discussions. You would:

Not say anything and pick up the slack for them to make sure the project is completed on time.
Not say anything, refer the matter to your boss and hopefully get them into trouble.
Speak to the team member privately to find out the reasons for their behaviour. Ask them if there’s anything you could do to help them with participating in meetings.
Ignore it and hope they improve.




Which of the below options best describes the qualities of an effective team member:

A person who is reliable, friendly and shows commitment to the team.
A person who always arrives early and is funny and able to make the team laugh.
Someone who is sometimes late for meetings but tries to make up for it by making smart and informative comments at those meetings.
An unreliable person who is able to complete tasks extremely quickly.








Customer Service



You’re working for a restaurant and your Manager sends you an email asking for some suggestions for a new uniform. You only work part-time and you’re usually very busy outside of work. You would:

Not make any suggestions as you’re already very busy outside of work.
Make some minor suggestions so that your Manager won’t complain that you haven’t responded.
Provide a detailed response that indicates you’ve thought about the question you were asked by your Manager.
Wait until you see what ideas other employees suggest, and then comment on their ideas.




Which of the following best describes exceptional customer service?


The customer walks away pleased with the experience they had.
Using manners during conversations with them.
Smiling and greeting each customer. Remembering regular customer’s names.
All of the above contribute to exceptional customer service.




Which of the following best describes good customer service:

You’re able to sell a large amount to a customer.
A customer walks away pleased with the assistance they received.
You’re able to have a conversation with a customer.
A customer has no complaints about the service.




You are working in a fashion outlet when a customer enquires about a size which your store does not have in stock. You know that there is another store only a few kilometres away. You would:

Say to the customer “Sorry but we don’t have that in size. We should have it in about a week from now
Tell the customer to try your other store.
Own the problem. Phone the other retail outlet for the customer and enquire if they have the size your customer is looking for.
Give the customer directions to the other store and hope they have the size in stock.








Initiative



A customer approaches you while you’re at work and recommends that you should have different newspapers available for customers to read when dining in. You would:

Go out and buy the papers and ask your Manager to pay you back.
Thank the customer for their suggestion and let them know you’ll ask your Manager to bring it up at the next staff meeting.
Agree with the customer but don’t raise it with your Manager as you assume they won’t agree with the customer.
Ignore the customer’s suggestion.




You’re working at the register of your local restaurant and a customer who you served earlier comes back to say they are missing $5 from their change. You think this is unusual as you’re very careful to issue the right change to customers. You would:

Explain to the customer that they’re wrong and that you gave them the correct change.
Wait until the next order goes through the register and give them $5 without further question.
Ask the customer to wait for a moment and inform your Manager that you’d like their assistance with helping a customer.
Let the customer know that given the order was a few hours ago, it’s no longer possible to help them out.




You arrive at work and walk to the staff area. On the way you notice there are some empty cardboard boxes blocking the fire exit. You would:

Leave them, you’re not on the safety committee so it’s not your responsibility.
Yell a message to the Manager and team members that you’re sick of seeing clutter in the restaurant.
Kick the boxes out of the way.
Let the Manager know that the boxes might be a hazard so they can ensure they are cleared immediately.




You’re at work and you notice that there are some dirty dishes in the kitchen sink. You would:

Leave them there as you didn’t make the mess. Why should it be your responsibility to clean the dishes up?
Ask the office cleaner to clean them up, after all cleanliness is their job.
Put them in the dishwasher, making sure the workplace is clean is everyone’s responsibility.
Put them in the dishwasher and send an abrupt email to your team mates reminding them to make sure they clean up after themselves.








Speed and Accuracy



You have an assignment due on Monday morning and you find out that your favourite band is playing a show on Saturday night. You’re not sure you can complete your assignment if you go. You would:

Do your assignment really fast on Saturday to achieve the minimum standard so that you can still attend the concert.
Do your assignment on Friday night and Saturday so that when you go to the concert on Saturday night you’ll still have time to review the assignment on Sunday.
Not complete your assignment and tell your teacher that you forgot about it.
Sleep all day Saturday and go to the concert until late on Saturday night. Complete your assignment really quickly on Sunday after you wake up.




You’re working in a busy burger shop and your friend shows you a short cut to use when making burgers. By using the short cut you can make burgers much faster but they don’t look as good. You would:

Use the short cut when it’s extremely busy as you think the burgers taste the same and it means customers won’t be waiting as long for their meal.
Use the short cut all the time to make burgers faster.
Continue following the correct procedure. It may mean that it takes a little longer but the burgers are made safely and correctly.
Try and modify the short cut so that the time it takes to make burgers is reduced, but the burgers still look and taste the same.




You are working on the early morning breakfast shift and you wake up at 6.10am. You have to be at work by 6.30am and you luckily only live 5 minutes from work. You would:

Get ready quickly and do your best to make it to your shift on time.
Get ready at your normal pace and make it to your rostered shift 15 minutes late. It’s not too busy at that time of day anyway.
Call your Manager and advise them that you’ll be 15 minutes late so that you have time for your morning coffee.
Call your Manager and tell them you’re feeling sick and won’t be able to make it in today, you’ve been late too many times recently.




You are working in a sandwich bar known for its speed of service. It’s a busy lunch time and a customer orders a cheese and salad sandwich with no tomato. The kitchen advises there will be a delay of 4 minutes before the sandwich is ready. You would:

Give their order to the kitchen and then serve the next customer.
Apologise to the customer and tell them that as the store is extremely busy that unfortunately you are unable to make personalised sandwiches.
Explain to the customer that there will be a short wait while you make their sandwich and you will give the sandwich to them as soon as it’s ready.
Remove the tomato from a pre made sandwich so that the customer is served very quickly. You hope they won’t notice the difference.