As I waited for an answer to my technical question from a stereo company, the recording stated a "customer care" representative would be available shortly. With aging baby boomers, world events, and the additional pressures in today's society, it is "customer care" that must evolve in our economy. We have moved from a manufacturing economy to a service economy. And, if we are smart, we will move towards a "servicecare" economy.
We live in a high tech, button touch environment with decreasing personal contacts which makes 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 your first name. If it is the office supply 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 restaurateurs always take it one step further towards "servicecare" because they understand that 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." This must be true. After all, the word "restaurant" has French origins meaning "to restore." During my waiter period for many years, I felt my job was to restore humanity, especially to diners arriving from a very stressed out day.
In my past dining room service work experiences, I remember certain actions lifting service to this higher level of "servicecare." One time a customer requested margarine that was not available in the restaurant. The owner walked across the street to the grocery purchased the margarine and brought it tableside. The patron was delighted.
Then, there was a regular customer (diabetic) who always got immediate attention with some kind of bread or crackers to keep from feeling faint 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 them.
Customers remember these kinds of actions as it creates a long lasting positive image for any company or restaurant establishment. The owner truly cared about his guests and it always permeated through the dining room and to the staff - even after he left to open other restaurants for that company.
Restaurant Customer Service involves major three points:
1. Care and Concern for the Customer, 2. Spontaneity, flexibility and creativity 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 must be highlighted in every waiter training program: If they are kept in mind, then quality customer service will automatically occur.
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