10 Tips for Delivering Good Customer Service.

1) Treat everyone that walks into your door like somebody especially your requlars.
Because regular customers expect (and deserve) to be treated as someone special. Sometimes you don't need to remember their names, or what their favourite orders. You just need to acknowledge that he/ she has been there before. What I normally do if I notice a regular client, I will introduce or show the person to a senior member, manager or my hostess in my establishment. I will highlight all important information about the guest. The reason for this is that if I can't remember something about the guest, I have a backup memory system. And also if I'm not around the guest will be taken care off according to his likes and dislikes.

2) Be polite!
We often see the people behind the counter simply bark out "Account number" or "Name" without a please or even a smile. This we will normally see in Governmental Organizations. Train your staff to use the word "Please" and "Thank You" . The word "Name, Please" sounds a lot better than just "Name". And add that with a smile even if you are faking it, this will make the customer mellow down. Even if he came there to complain. Also it is never acceptable for a that person to insult a client.

Recently I read an article about a 2005 survey conducted by Schulich School of Business MBAs suggests that the problem of rude and not polite staff exists in over 30% of companies, and costs them hundreds of millions of dollars in lost customers (and revenues) each and every year.

3) Thank your customers.
Do it like you mean it. Make sure when your employees conclude a transaction, they should end it with a smile and a sincere "Thank you " . Nowadays we often receive or say a robotic "Thanks, Have a nice day. Next" . Train your staff not to be robotic, you must start first. Lead by example. I used to work in this hotel that had this restaurant that had a lot of bad comments mainly because of the slow kitchen. Then I hired a manager to assist me there. He started going around talking to the guest, assuring them that food was on the way. Just being nice to the guest eased their frustration on the slow food. He even smiled and thank the guest politely as they left even if they were angry. Later the staff followed him and there were a major increase in positive guest comments. The food was still slow but the guest was happy when they left.
When you get large purchases, verbal greeting should be followed up with a hand-written thank you note or card. One way that in order to get a sincere smile from my staff, I always remind them that the person leaving now is paying our salary.

4) First impression is important, you won't get a second chance.
In the article mentioned above there were two independent research done, that concluded that nearly 90% of customers form an impression about how competent and reputable your company is based on what they see when they walk through your doors.
This is true. People normally tend to judge the book by its cover. That is why its so important for your place to be clean, neat and also presentable. How would you feel if you go into your accountant's office and see files all over the place. On the table, on the floor ever on chairs. Would you have confidence that he is able to do you books nicely. Same thing for your customers. Ensure that the area that is in the view of your customers is clean and organised. Your staff needs also to be well groomed. Nothing turns a guest away fast than unkempt staff. Also ensure that your toilet is clean. An important point to note for those in the restaurant business. This is the area that is normally neglected.

5) Keep promises
One of the quickest ways to lose customer confidence is no follow-through, late delivery of a service or product, not notifying the customer in advance on the delay and providing an alternative solution if necessary. What this means is that "do what you have promised".
This normally happens when the sales team is not sure of the product or services they are selling. So they promise a lot of things, just to close the sale. When its time to deliver, the production team can’t deliver what was promised. The customer will be frustrated and angry. We will then lose his business and also have a bad reputation if the customer tells everyone.
My suggestion is everyone in your establishment should know their product and also the limit on what your company can deliver. Most guest prefer that you let them know that you are unable to meet certain of their requirements, rather then telling them can and later cannot fulfill.

6) Surprise the customer
When it is possible to provide an extra level of service, do so. As for me I normally surprise my regular guest with a complimentary dessert, a colouring book for the kids or ever offer them a free karaoke room on slow nights. These special gestures go a long way towards building customer loyalty and to winning you new customers. It has been known that a dissatisfied customer will tell 10 - 16 others, but people who have had an unexpectedly good experience also recount their stories.

7) Provide full service.
If you want to be above the rest of your competitors, you need to provide something extra. For example mobile phones, most will sell only mobile phones and the accessories separate. By law in most countries and for safety reasons you need to use a headphone if you want to talk on your mobile while driving. Why don't just throw in a Bluetooth wireless with every purchase of a mobile. And if you are selling battery operated toys include the batteries with the toys. Small things will be greatly appreciated.
Think about what you can add to help make things easier for your customers.

8. Admit your mistake.
If you have made a mistake, admit it and set things straight. When customers have a complaint or comment listen, truly listen. If possible take notes, that will show the customer you are interested in his complaints. Then apologize and take corrective action. In most cases, the very act of listening (without interrupting) is enough to diffuse the situation and make the person feel worthy as a customer. In my years of experience I have found out if complaints are handled properly and professionally, you can turn the guy complaining into a happy and reqular guest. Be prompt answering when your customers have a problem or enquiry with your company. Try to answer all enquiries within 24 hours. If by any chance you can't (maybe you need to get more clarification), then inform the customer (also within 24 hours ) what actions that you are taking.

9) Listen to your customers.
Talk to your customers and get feedback on what they like and don't like. Do the corrective action if something goes wrong. Let customers know that their business is appreciated and that their opinions are important to you. We get comments that there is no variety in our food. We tried doing different promotions monthly but still got the same comments. We also got bad comments on quality and taste but couldn't identify which product or who was causing the complain. So what I did was get all my staff to go around talking with the guest and fill it in detail in a book which is read by chef and me. From here we identified which cook was not a good cook and chef gave him training until he improves. We also learnt some interesting things about what the guest means by no variety.

10. J.B.N- Just Be Nice
This is perhaps the most important procedure in any service industry especially the restaurant business. Word of mouth is the most effective promotional method. So if your restaurant are nice, the food is good and the wait staff are friendly and effecient, people will tell their friends. And their friends will tell their friends and the list goes on and on. Visit your regulars or event potential business at their workplace or even their homes. The most effective way is on special occasion like birthdays, anniversaries and so on. If you have a band bring the band along. What we did this Christmas was prepare a few yulelogs cakes and gave them personally to our regulars. We even brought our band, singing Christmas carols. Well we got a better response for a festive dinner this year.

None of these suggestions takes a lot of time or money to implement, yet they can pay dividends in increased customer satisfaction and retention. The key, though, is to ensuring that employees understand the importance of their front-line role and get good training and supervision.

When a Customer Walks in your Door

Here is a checklist or steps that you can use to train your staff in delivering quality customer service. I use this steps in my trainings. Got it from a friend and I have added some of my own experience into it. Its a sequence that starts from the time the customer walks in till the time he leaves your establishment.

When someone walks into your store, you must always remember that he/ she is a potential customer. You and your staff need to:

1) Be visible as soon as he enters your store

By acknowledging him, you will give him the impression that you value his business. Look up from your point of sales, stop whatever you are doing for the moment. If your work needs you to be away from the area, such as going in and out of the storeroom, then you need to have some kind of gadget that alerts you when a customer enters your store. I have seen some not to expensive ones that run on batteries. It gives out a sound everytime someone passes its beam of light. You can put it at the entrance doorway.

2) Greet the customer in a friendly manner.

The resort where I started my career had this Japanese Restaurant. The staff there greeted everyone that walked in the door by calling out "Good Evening" loudly in Japanese. Even the cooks behind the counters greeted the same way. The manager there said that's the way the Japanese greeted their customers. Well you don't have to follow that style. Just greet the customer how the community around you greets their friends.
Make eye contact, don't stare. Smile, don't grin. And say something such as, “Good (time of day). How may I help you?”

3) Show that you are willing to help.

By acknowledging and greeting the customer, you will give him/ her the impression that you are ready to assist. Nobody likes to be followed around or rushed while they browse through your menu or your store. So train staff not to continually follow customers around or rush them through the menu. Even interrupting them every few minutes to ask them how they are doing will sure to annoy them and chase them away. If the customer says "Just looking around" or "Just browsing" , just let them browse and after a while approach them to enquire if they have found what they’re looking for.

4) Listen carefully if the customer has an enquiry.

Listen carefully to what he has to say. The way to show that you are actively listening is by making eye contact, nodding, or even jotting down notes. Ask questions when the customer is finish if its necessary to get more details that will enable you to solve the problem. Never and I say it again Never interrupt a customer when he or she is speaking. You can’t listen when your mouth is moving. This is what I tell my staff about active listening "God gave you two ears and one mouth, so as you listen more and talk less."
Be sure that you and your staff know your products and services inside out. I ussually make my staff repeat the product knowledge of a new item daily in our briefing until I or my assistant is sure that the staff knows the product by hard. I ask them to say in their own words, so as they don't sound like a robot. For good customer service, tell customers what they want to know, not everything you know about it.

5) Always be cheerful, courteous and respectful
Throughout your interaction with the customer maintain a professional image. Never, never ridicule him if he ask a not too bright question. Remember he is paying our salary. Again never judge him by appearance I have seen some people who are dressed simple but they have the money to purchase your product. So be nice to everybody.

6) Make sure you end on a sweet note.

Even if the customer doesn't want to buy anything, you should end the interaction on a sweet note. Never pull a long face or grumble. You should never use phrases like, “Here we go again” or “Okay, then” and turn your back to the customer. If the customer is not ready to buy, you can suggest , “Is there anything else I can help you with?”, “Would you like a brochure?”, or “Would you like to try that on?”
If he or she wants to buy something, escort or direct the customer to the counter where you or someone else will go through the payment procedure with him.

Customer Service Training Tips : Customer Service Tips

I found this interesting video on youtube. They have a list of topics on video

First Impressions is important in Customer Service

I worked under a Resident Manager who used to highlight this "You only get one chance to make a good first impression". This saying is also true in Customer Service. In the hospitality industry the Receptionist and Wait Staff are the frontline staff of the hotel which whom customers comes in contact first.

If the Front Line staff is professional, friendly and is able to handle a customer’s needs, then that customer will have a positive impression of the hotel. This experience can lead to repeat business and also as a great word of mouth advertising tool. On the other hand, if the Front Liners are unprofessional, uninformed and unable to fulfil a customer’s needs, then this will result in a negative impression. And then the customer will definitely voice out his/her grievances. Now with the help of the World Wide Web, this grievances can reach millions of people.

So the staff should be constantly briefed on the company and product knowledge as well customer service skills necessary to exceed customer expectations. How the staff is dressed is also important. If they are comfortable and look professional, they will project a positive image to the guest. I have noticed that most people feel that they are professional if they are dressed in a suit and tie, then if they are in a t shirt. Reason being in a T shirt they will feel more casual and therefore take things too lightly.

Happy Employees bring in Happy Customers

I have seen in my daily life and work that if the company has happy staff then they have good customer service. What this means is that “Happy employees are happy to serve customers”. If your employees are happy they will love their job and will do their best to ensure the company has a good reputation. It will be shown when they provide a service or product to the customers. Even the way they welcome your customers will be cheerful not like the robotic way you see in the fast food joints. Most employee are not motivated by money. They need a workplace that is positive and motivating, where their needs are met. Like me most employees like recognition for good work and commitment. We like to be recognized for our creativity and efforts. A good book to read on how to motivate your staff to achieve this results is THE ONE MINUTE MANAGER . So what this all means is that you have to look after your internal customers first.

How to Handle an Angry Customer

In the hospitality business we are often confronted with angry customers. So I always tell my staff that most of the time the customers are not angry at you; it’s only because you are an employee of the hotel and you are the only one in front of them, so naturally you become the target. I tell them sometimes its even nothing to do with the hotel, maybe something happen on the way to the hotel. I even created a funny story to elaborate this issue.
It goes like this "The guest already have driven 3 hours through a winding road, another one kilometer to reach the hotel, there is traffic jam that's take them an hour or more to slowly reach their destination. On top of that, the air conditioner is not working and it rains therefore they cannot wind down the windscreen. To add to their bad luck, somebody lets go gas in the car. And to make matters worse, its the driver's mother in law who is the culprit. So when they reach the hotel, they will eventually blow up at the slightest mistake, even the sight of you smiling at them. So think about, the guest is not angry at you just what has happened to him on the way up. "

So how do you train your staff how to handle this situation. Lets start at the very beginning when the customer walks in.

1. Observe their and your own body language.
When a guest walks in, always observe their body language. Body language can always be used as signals on how angry the guest is. Are their arms crossed, shoulders hunched, restless, staring or acting rude? Even the way he walks can tell you how angry he is. Is it fast or relaxed? You need to always remember the person isn’t mad at you, so you must also observe your own body language. Introduce yourself, and be polite. Try not to have the "Oh shoot, an angry customer. Boy does he look mad." look. Ask the person his name and address him by name. Observe your tone of voice, what you say. Try not to make him wait; look up from your paper work immediately. When talking to him always maintain eye contact.

2. Listen to what he has to say
Let the customer start do not interrupt him, and listen until he has finished speaking. Always maintain eye contact even if he is yelling. Always keep in your mind that he is not angry at you. Most of the time its best to let him let of some steam. Show him that you are paying attention by repeating some of the important points brought up and assure him that you understand and intend to help. Note down the important points so as not to miss out anything. Show empathy, put yourself in his shoes how would you feel if the same thing happened to you.

3. Be very careful on the words you use.
Words like “I only work here,” “It’s against our store policy" ” I’m only following the rules.” will sure to make matters worse. The customer doesn't care if its against hotel policy, he just wants a solution. Assure him you will do your best to solve his problem. If the problem can not be solved immediately ,make sure you inform the customer you will do your best to get an answer and when you will get back to him. And make sure you follow through with a response. Don't forget to get the necessary information so as you can contact him. Many a times we forget to get a customer's contact info cause we want to get rid of him as fast as possible.

4. If you are not Able to help.
What if for any reason or other, you cannot solve the complaint, then it is acceptable to refer the customer to your superior. But make sure you explain this to the customer. Just explain to him that your supervisor will see to his complaint, give him their name and contact information. Again don't make it look like you want to get rid of him. Explain that your supervisor is a person who will be able to assist in his problem. Always let your supervisor know every detail before he/ she meets the customer. This is so he/ she can be prepared before seeing the customer. I never like handling complaints that I don't know head or tail what's going on.

5. Check back for Satisfaction
After you have solved his problem, check back with him if he is satisfied. If you go the extra mile to help solve his problems this will then ensure his loyalty to your company and also to you. I have noticed that most people prefer to go back to the person that have help solved their problems. The reason they have built a high trust level towards you.

Angry customers are always going to be around but if we handle the situation professionally we can turn the situation around and thus built repeat business for us. Keeping customers coming back is the best way to keep profit rolling in. One must remember most customers don't like complaining and there are a very small percentage who simply likes complaining.

Get to Know Your Regulars

Repeat business is very important in any business. I feel that its even more important than creating promotional activities. If you have very good repeat business, you don’t have to constantly crack your head to think of new promotional activities to bring in business. This I found to be true lately. I have always created beautiful flyers and also promotional activities. You can see some of it in my page Restaurant Promotional Ideas . It brought people in but you must always be on the look out for regulars. I now have highlight to my staff, that if they see any regulars or some people from the local community call me. I will then drop by and say hi. Most regulars feel very important when they see a manager dropping by to say hi. Well nowadays I see some results, business is getting better even in the current economic downturn. Well when the economy gets better, then this people spending power will be better. Get to know their names, spouses name, kids name. Ask about what they do for a living. Show the customer that you enjoy seeing them and make them feel at home. Play with their kids, give them some treats e.g a speciality drink or dessert. What I have now a small colouring books and crayons which I give to the kids to take back. This days kids tell the parents where to eat. Look at McDonalds and KFC.