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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 went 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 vital 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 question “How are you doing today?” This makes the customer feel less like a number and more like a human being.

A recent survey questioned diners why they went out to eat and the main response was “to feel excellent.” (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 bought 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 make 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.

Topserve Inc. is a Restaurant Service Consulting and Waiter Training Company.

Richard Saporito has over 30yrs. of restaurant service experience in many large, diverse and profitable NYC 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 book–How to Improve Dining Room Service– is used as a guide for setting up restaurant dining room customer service systems.

In detail, this book clarifies vital topics such as the Front Door and Reservation Desk Duties, Seating, Dining Room Organization, Understanding and Awareness, Menu Knowledge, Staff Scheduling, Traffic Flow Guidelines, Safety, Sanitation and much more.

Richard Saporito, President, Topserve Inc.
topserveconsulting.com topserveconsulting.com
mailto:info@topserveconsulting.com info@topserveconsulting.com

Toll free: 888-276-4808
cell phone: 917-755-7634

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