4: Customer Service & Experience
Welcome to our F&B E-Learning Hub – your free resource for exploring essential F&B business concepts, industry practices, and potential risks.
We regularly update our video content and share new materials on social media, so follow us to never miss a lesson. Have suggestions or topics you’d like us to cover? Message us on social media or email info@arefb.com.
Please use our strategies as general guidelines, consult an F&B expert for personalized solutions, and apply the content wisely – every business is different. Enjoy the course and feel free to revisit the lessons anytime.
For more details on each video, please select the video title – it contains the link to more information.
What does Customer Service & Experience cover? – Complaint handling (e.g., hair in food), service scripts, customer psychology, turning angry customers into regulars, loyalty programs, membership strategies
Who Is This For? – Owners and managers who want to improve service quality, retain customers, and build loyalty
📱 Follow us for updates:
23rd August 2026
Waiters are a second cash register. Learn the greeting, upselling scripts, and the 10-second farewell that boosts return customers by 20%.
24th August 2026
Post-sales service hack: Learn the 4-step farewell process that can improve sales by 20%, double referrals, and cost almost nothing.
23rd August 2026
F&B wealth creation: Learn why price difference (Level 1) traps you in hard work for little return. Discover 5 better ways to make money.
13th August 2026
F&B strategy: A simple adjustment turned a losing café into a profitable one. Discover how breaking a combo and offering free bread boosted coffee sales by 30%.
5th August 2026
F&B learning – Market chaos in F&B: 3 realities driving change and 4 golden rules for adapting. A must-watch for restaurant and café owners.
4th August 2026
The real answer to slow business is hiding on your customers’ plates. Learn the simple strategy that turns unhappy diners into loyal regulars.
2nd August 2026
F&B customer loyalty: Learn the 4 signals that your restaurant is becoming popular – menu changes, customer behavior, and word-of-mouth
27th July 2026
F&B learning: Why coupons can destroy loyalty. Learn how to segment customers and use discounts wisely to protect your best customers.
22nd July 2026
F&B strategy: Why packed restaurants close in 3 months. Learn the 4 critical mistakes that kill restaurants—and how to avoid them.
18th July 2026
F&B crisis management: Customer demands RM10,000 after claiming food poisoning. Learn a 4-step strategy to handle false claims and protect your reputation.
16th July 2026
F&B strategy: Learn and discover the Peak-End Rule to build loyalty, how it makes customers remember your restaurant, and promote repeat sales
14th July 2026
F&B Strategy: Restaurant famous for strict rules. Learn the reverse psychology behind bad service that builds cult followings & double sales.
5th July 2026
F&B service checklist: 9-point customer service checklist to see if your restaurant is silently driving customers away. Learn what to fix immediately.
23rd June 2026
F&B online learning: Stop chasing new customers. Learn why new-customer discounts backfire and how to make your regulars feel like royalty.
9th June 2026
Your regulars don’t return — not because of food or service. You are not even in their selection pool. Learn the 3 layers of F&B fundamentals that build true loyalty.
1st June 2026
One customer says your food is too salty. Do you change the recipe? Learn why stable beats obedient – and how to know which feedback to ignore.
28th May 2026
Your regulars are leaving. RM100k to spend – chase new or keep existing? Learn why retention wins and how to stop the leak.
6th May 2026
Learn why traffic amplifies your problems — not saves you — and the 2 standards you need before inviting more customers.
30th Apr 2026
Discover the 4-step universal formula that turns angry customers into happy repeat guests.
21st Apr 2026
Learn why discount hunters will never be loyal and why your repurchase rate matters more than any online ad.
3rd Apr 2026
A story about a small coffee stall owner who reminded us what community coffee shops should really be about — connection and warmth.
29th Mar 2026
Discover why repurchase rate and referral rate are the only two numbers that truly determine your restaurant’s future.
15th Mar 2026
Learn why repeat customers are the real key to F&B success — and how a simple shift can boost sales by 30%.
9th Mar 2026
Learn 4 common situations and exactly what your staff should say to turn frustration into loyalty.
8th Mar 2026
Discover the 9 types of service that will drive customers away for good — and how to spot them in your restaurant.
7th Mar 2026
Learn the right way to use free food to create memory points, build customer bonding, and increase repurchase rates.
5th Mar 2026
Learn real-life scenarios and simple, heartfelt fixes that turn frustrated customers into loyal regulars.
4th Mar 2026
Discover why small change at the payment counter could be driving your regulars away — and how to fix it.
28th Feb 2026
Learn a simple step-by-step approach to handling complaints gracefully and turning angry customers into loyal fans.
18th Feb 2026
From fake dieters to discount hunters, these 4 types of customers drive F&B owners crazy. Learn why inconsiderate actions hurt small restaurants and why mutual respect matters.
6th Feb 2026
Too much friendliness driving customers away? Learn two low-cost fixes to build loyalty without making guests uncomfortable.
1st Feb 2026
Learn why trust beats a small discount and why strategic retreat can be the smartest move when a big chain moves in next door.
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