Customer Service Has Moved Toward Customer Care
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
Related News
|
 |
|
|
RELATED ARTICLES
8 Critical Steps to Establish a Customer Service Culture
"Every company's greatest assets are its customers,
because without customers there is no company,"
--Erwin Frand
What Every Employee Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team. Dr. LeBoeuf's program goes like this:
CRM - Its Relevance
In today's demanding economy, the first line of any business during economic uncertainty is to get closer to the customer. Customers often want information along with a quote or invoice on the spot. With lack of information, the customers do not fix loyalty to a particular product or service and tend to depend on impulse decision. The companies are no exception to this. In the process "hot prospects" turn ice cold. Speed of information flow and speed of converting information into prospect are vital factors for survival. So access to data is a must. E-business has revolutionized the way for business to interact with customers.
Customer Service - A Sweet Essence
First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.
Service Equals Performance Equals Service
Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor.
When I looked it up in Webster's, there it was #11 out of 31 definitions. The payment part was not included, but the key word mentioned was "performance."
We Got It Wrong: Never Under Promise & Over Deliver
You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates then you really need to read the book - we've got a great offer on at the moment!)
Customer First Customer Service
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new clients coming in.
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice and
negative body language can cause problems when dealing with
other people, particularly customers and staff. However,
using the wrong words can also cause problems.
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.
What Every Manager Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team. Dr. LeBoeuf's program goes like this:
Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service
Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites. You know, the kind with great testimonials and it seems too good to be true possible outcomes. All it takes is a few hours a day and you can be pulling in thousands of dollars! Wow, sounds great. Of course there was no mention of what the business actually is.
Aint We Wonderful!
It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college. You think this is a joke? Recent research shows that something like 60% of businesspeople place more importance on what they will get from a transaction than on what their customers will benefit.
5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.
Create Win-Win Deals With Your Competitors
In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited amount of money, if they spent it with your competitor, there was less for you.
Creating the Right ?Viral Reputation?
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.
Responding to Complaints
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....
Losing Angry Customers
This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal with an angry one, of course it is. Read on?..
Small Business Customer Service Can Work Against You
Is the special treatment you designed specifically to keep customers coming back working against you?
Sending Mixed Signals Can Send Your Clients Away
I call it the "wave and roll."
Managing Your Business When One Client Takes Alot of Your Time
How often has your schedule been thrown out of whack because of a client's needs?
|