As I waited for an answer to my VCR inquiry from a stereo company, the recording stated a "customer care" representative would be available shortly. At that moment, I realized it's finally catching on everywhere. With aging baby boomers, world events and additional pressures in today's society; it is "customer care" that has evolved in our economy. We have moved from a manufacturing economy to a service economy and are currently leaning towards a "servicecare" economy. As we live in a high tech-high button touch environment, many personal contacts have been decreased making each customer interaction more important than ever to corporate imagery. For example, if you call for computer tech support, the representative often makes it a point to address you by first name. If it's the bank credit card company, they may ask "How are you doing today?" This makes the customer feel less like a number and more like a human being.
The successful restauranteurs always took service one step further towards "care" because they understood restaurant customer service literally involves the immediate health of the patron-- more so than any other industry (except for healthcare industry itself). A recent survey asked diners why they went out to eat and the main response was "to feel good." (After all, the word "restaurant" has French origins meaning "to restore"). As a waiter for many years, I felt my job was to restore humanity, especially to diners arriving from a stressed out day.
In my past dining room work experiences, I remember certain actions lifting service to this higher level of "care." One time a customer requested margarine that wasn't available in the restaurant. The owner walked across the street to the grocery purchased the margarine and brought it tableside. The patron was delighted. There was a regular customer (diabetic) who always got immediate attention with some kind of bread or crackers to keep from feeling feint before her food arrived. If there was a baby present at a table, our staff ensured their food would come out as soon as possible to pacify. These kinds of actions create a lasting positive image for any company or establishment. The owner cared about his guests and it permeated thru the dining room and staff -- even after he left to open other restaurants for the company.
Customer Service involves major 3 points:
1) Care and Concern for the Customer
2) Spontaneity and Flexibility of frontline workers which enhances the ability for on-the-spot problem-solving.
3) Recovery- making things right with the customer when the process has gone astray.
These 3 points should always be highlighted in any customer service training program. If they are kept in mind, then quality service will occur.
6/04
Bio:
Topserve Inc. is a Restaurant Service Consulting and Waiter Training Company.
Richard Saporito, founder, has over 25yrs. of restaurant service experience in many large, diverse and profitable establishments. Since the age of 15, he has worked in more than 20 restaurants and uses this past successful experience to help restaurants achieve their desired customer service goals-understanding it may be the difference between success and failure.
Richard Saporito, President, Topserve Inc. http://www.topserveconsulting.com info@topserveconsulting.com 888-276-4808
Listening is the #1 communication skill for leadership, selling, customer... Read More
If you were a customer on the telephone with a... Read More
It never fails to amaze me how many companies have... Read More
Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More
In today's competitive world of retail, many stores are implementing... Read More
It's never too soon to start saying thanks to your... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
However, in the world of business, this cliché may not... Read More
1. Hire people who have a service attitude. Some people... Read More
Over promising is a problem only when you under deliver.... Read More
May people these days have a problem with mounting debt.... Read More
Customer service is everything to a business. Just look at... Read More
In order to maintain a successful business, the business must... Read More
You probably realise how the wrong tone of voice and... Read More
First let us specifically define customer service. It is the... Read More
My regular readers will know that one of the things... Read More
The other day a reporter call to interview me on... Read More
The primary objective of a business is to get and... Read More
During the course of everyday business, many of you encounter... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Have you ever walked into a store and things looked... Read More
Those of us doing business over the internet have to... Read More
What have you done for your existing customers lately? Probably... Read More
If you think customer relationship management is just a piece... Read More
The buzz is all about customer service and call center... Read More
As someone who has been heavily involved facilitating strategic planning... Read More
Yesterday I went to buy a sandwich at a franchised... Read More
"I am writing to complain about the widget I bought... Read More
Loyal customers are the foundation of almost every business. Going... Read More
"Every company's greatest assets are its customers, because without customers... Read More
Good customer service just isn't enough anymore in the marketplace... Read More
We all know the old adage, "The Customer is Always... Read More
Why do some businesses offer points, stamps or every tenth... Read More
It's possible that in the course of your business dealings,... Read More
Good customer service just isn't enough anymore in the marketplace... Read More
Customer Relationship Management (CRM) is one of those magnificent concepts... Read More
How often have you left a meeting with a customer... Read More
Improving customer service starts at the top - with us... Read More
I returned a rental car at an airport yesterday. As... Read More
Your opportunity to build a stellar client relationship starts with... Read More
Public transport operators who already use passenger surveys may not... Read More
We, as small business people, naturally dislike complaints from our... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
When you own a business, you may find yourself in... Read More
In my day to day practice in strategic human resource... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
With customers being smarter, more cost conscious, more product knowledgeable... Read More
Businesses like to brag in their advertising about quality of... Read More
Who was it that said - "The customer is always... Read More
If you want to last a long time in business... Read More
It may come as a surprise to you to discover... Read More
Those of us doing business over the internet have to... Read More
Is your restaurant, bar or hotel clean? I mean really... Read More
Do you have good customer service? Even for your free... Read More
The Call Center world is an intense pressure-driven environment continually... Read More
Client satisfaction starts with meeting or beating the contractual obligations... Read More
"Every company's greatest assets are its customers, because without customers... Read More
This morning I was having breakfast with my good friend... Read More
Sales is tough to get right, and depends on retaining... Read More
Q: I just discovered that for the past six months... Read More
What I am about to tell you may seem very... Read More
Another sad fact of life is that these days, very... Read More
What is one of the greatest ways to add value... Read More
Many organizations tackle to the issue of customer service by... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
"Thanking your customers" - Why you should do it and... Read More
Customer Service |