BUILDING EXCELLENT CUSTOMER SERVICE SERIES PART 1
Customer Service (n) The act of providing support to both prospective and existing customers. Seems easy but it’s anything but easy! Let Kanekt 365 offer a few suggestions.
In the world of social media, people are very quick to leave poor reviews and share negative experiences while exaggerating them. Conversely, customers are very slow to share positive stories or support for a restaurant. The number one way to provide positive customer service and receive posi-tive reviews is to offer a personal touch. Here are some quick to teach and quick to implement ways to make pizza a more personable business
1. Have your drivers greet their customer by name. The name is right on the pizza box. When the door is answered pizza delivery drivers can greet the customer with, “Mr. or Ms. Smith. I’m James I have your pepperoni and mushroom pizza.” When the driver leaves the doorway. They should again use the customer’s name, “Mr. or Ms. Smith thank you for your order. Have a nice evening and I hope to see you again soon.”
2. Be proactive when problems occur. Don’t wait for the customer to complain. Explain the problem to them and offer potential solutions for the customer to select from For example. “Hi Mr. or Ms. Gonzalez, I understand I am late delivering your pizza. I’m sorry about that. Can I offer you a 10% coupon on your next order or can we give you this 2 liter of soda on the house?”
3. Empower your restaurant employees to solve problems immediately. The longer a customer must wait for answers the higher the probability they will become angry and not return to your restaurant or leave a bad review.
4. Respond to your social media as quickly as possible. Respond to all social media posts with a personal response. If you are responding to a negative PUBLIC comment do not defend the pizza restaurant, train your staff to respond with something simple such as, “We are sorry to hear that. Please contact our customer service at (insert phone) and we will be happy to help you.”
This positive impact on a restaurant business can be incorporated only when you have hired the best service to set up a restaurant outsource call center. Preparing SOPs and training executives will be done as per your expectations to maintain your restaurant’s brand image.