|
|
| Author: Richard Saporito |
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. |
Author 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. He 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??s 31 page e-book--How to Improve Dining Room Service-- is used as a guide for setting up restaurant dining room customer service systems. Richard Saporito, President, Topserve Inc. www.topserveconsulting.com info@topserveconsulting.com 888-276-4808 |
| You can search for this article using: customer service tips, good customer service, customer self service, customer support systems |
|
|
 |
| |
Related Articles |
| |
Fleeting Moments of Truth about Your People in a Technology Economy
|
| |
7 Sales Techniques To Differentiate You From The Competition
|
| |
Here's A Network Marketing Lead Tip That Will Easily Build Your Business
|
| |
Effective Negotiating - The Key To Sales Success
|
| |
Publicity - What Every Business Needs To Know
|
| |
Setting the Climate for a Non-Confrontational Negotiation
|
| |
Communicating When A Crisis Strikes
|
| |
What Are the Best Small Business Opportunities?
|
| |
Stretch Wrap Or Shrink Wrap
|
| |
Managing A Dipping Cash Flow Curve
|
| |
|
|
|
|
| |
|
It's important to evaluate your competition in any business situation - especially one where a large ... - James England |
| |
|
Each-n-every business needs to keep their sales ratio up, however very few of them are sucessful in ... - Paras Yadav |
| |
|
There is a tendency for companies to become complacent about long-term customers. Somehow a mindset ... - Larry Galler |
| |
|
|
| |
|
Want to gain from the experience and wisdom of people who are highly successful and can help you gro ... - Denise Michaels |
| |
|
This article explains how customer service has changed intocustomer care. The successful restaurants ... - Richard Saporito |
| |
|
Website Owners: Still paying for ghostwriters and struggling with rss feeds for content? Stop. Get f ... - Andre Best |
| |
|
Some years ago I joined a chamber of commerce with the goal of rubbing shoulders with powerful corpo ... - Ken Lizotte |
| |
|
Dreamers are always good for getting that emotional motivation that inspires us to sell. And motivat ... - Pat Stevens |
| |
|
| |
|
|
