![]() ![]() We leave you with the tools to provide a year round consistent customer service programme that you can adapt to grow with your business. ![]() What my company does is filter your company standards, value and style into the Service blue printing of your service. If we follow and standardise the simple things we offer our customers we can offer an unfailing premium service. A simple coffee served well has the potential to change that customer’s day by providing them with a high value service for their purchase. In those 9 moments with the customer your outlet has the opportunity to leave a lasting impression with the customer. Clear table of any unwanted glasses cups.Drop menu answer any questions customers have.Greet customer on entry of premises/seat if necessary.The easiest way to delight the customers’ needs is to focus on every interaction we have with a customer, also known as the ‘’Moment of Truth’’ Jan Carlzon, the former CEO of Scandinavian airlines defined a Moment of Truth as:Īnytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression”ĭid you there can be anything from 9 moments of truth with a customer when they visit your outlet for a simple cup of coffee? The only way we can meet the customers’ expectations and delight their needs is to deliver everything the outlet has promised. Before I start to work on a customer service strategy for an outlet I look at that companies mission, vision and any advertising the company does. He spent a lot of time on the front line coaching SAS associates in how to handle guest encounters, or as he called them, 'moments of truth. The system was ranked at the bottom of the European airline market. In order to create a service SOP or service blueprint then we first need to review what the customer expects. Moment of truth is a term coined by Jan Carlson, who became the president of the Scandinavian Airline system. So why is this exact process not being used front of house? This is a basic possess used in kitchens every time a new employee starts in order for them to immediately meet the company’s standards. I was given access to the SOP book for two weeks and after that I was on my own. Everything from the amount of ingredients to the way the product should be presented. This got me thinking, when I started in Hospitality at 13 it was behind the scenes in a catering roll I was introduced to the SOP this was a detailed list of how the restaurant provided its product. ![]() We all share the same problem, how can we standardise the way we serve our customers and make it unique to the outlet? In the past few weeks I have been developing customer service strategies for various outlets and one of the biggest requests I have from a variety of publicans is ‘’CAN YOU MAKE MY CUSTOMER SERVICE CONSISTANT?’’. ![]()
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