As a service industry, the service level of the catering industry is also an important criterion for consumers to judge the merits of a catering brand. Service levels can not only directly affect consumer satisfaction and brand loyalty, but also affect the long-term development of the brand. High-quality service can improve consumer satisfaction, thereby increasing customer return rate and attracting more new customers through the good word-of-mouth effect of the store. For example, Haidilao, the head brand in the hot pot market, is famous for its service. If you want to do a good job in store service, you must pay attention to the details of service. Today, I would like to share with you a few details and tips about improving service levels, hoping to help catering entrepreneurs!
The first course must be served quickly
After the customer orders, the kitchen must serve the food quickly, especially the first course of the customer's order. Because people are now generally pursuing time efficiency, customers will start to get impatient if they do not serve food for more than 10 minutes after ordering, and it is easy for customers to feel that they are being "ignored" by the store. However, after the first dish ordered by the customer is quickly served, the customer has something to eat, and the time interval between the subsequent dishes is slightly longer, and the customer is easier to understand.
If the store can't deliver food quickly, you can provide customers with some free snacks or side dishes first, and then explain it to customers appropriately, and most customers will understand. It should be noted that if you have not served a meal to a customer for a long time, you must not wait for the customer to ask, you must explain to the customer in advance to apologize, and then send some snacks appropriately, and you must not let the customer wait.
Respond quickly to customer needs
Whether it's dealing with customer complaints or receiving customers on a daily basis, when customers have needs, be sure to respond quickly. Even if you can't take action right away, it's important to respond to customers so that they feel valued and their needs are respected and responded to.
After responding to the customer, the service staff should also act according to the priority of the matter. Arrange important and urgent things to do first, and at the same time explain a little to other customers who have needs, and will be busy with the things in hand and reply later. However, it should be noted that you can complete the customer's needs a little later, but you must not forget the customer's needs, and it is best to respond to everything and implement everything.
Establish a reward and punishment system for service personnel
The service level of the store mainly depends on the store staff, so it is necessary to pay attention to establishing the service awareness of the staff. In addition to emphasizing the service awareness of store employees from store training, a special reward and punishment system can also be set up, and the reward and punishment system mainly focuses on "rewards" and "punishments". Because punishment is easy for employees to accumulate resentment, while rewards are easy to motivate employees. However, the reward and punishment management system must follow the principles of fairness, justice, and openness, ensure that everyone is equal before the system, and the results of rewards and punishments are open and transparent, so that everyone can be convinced.
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