The advent of food-delivery apps is changing the way the new consumer eats and gets to your restaurant or food location. That’s not to say customer service isn’t still the single most valuable customer experience to optimise.
Here are our leading tips on the matter for cafes, restaurants and food service locations.
GET STAFF THE RIGHT TRAINING
No matter how many years of experience a waiter or server might have, always make sure you have a standardised way of equipping your human talent with the most up to date customer service training and technology.
Making sure human staff on the front lines have the emotional intelligence, skills, knowledge and confidence doesn’t mean just in-house training, but finding a professional service like Myagi, that can help. Myagi makes it simple to scale excellence across your entire organisation.
Toast POS, see their reviews.
MAKE SURE YOU ARE ON THE RIGHT POS
As clothing boutiques are on Vend and bike shops are on Lightspeed, it’s important to choose the right POS solution for your vertical. Touch Bistro is our pick for many food service establishments. Though Revel Systems and Toast POS are also great choices.
TRAIN FOR PROBLEM SOLVING
Staff working on the front lines in customer service need to be able to deal with crisis situations and conflict resolution on the go, for those messy situations. Having a company wide policy of how to handle certain situations and difficult customers is important so staff can set the bar high for expected levels of customer experience, no matter the person, day or customer.
HAVE STAFF MEETINGS TO ANTICIPATE FUTURE NEEDS
To improve customer service and customer experience for customers, it’s a good idea to ask staff on the front lines to be as empathetic and perceptive as possible to identify how new customers can be served better at all points of their experience journey.
Implementing customer surveys on a regular basis to help identify where you can improve is a good idea. To offer innovative service, it’s important to take a proactive stance and not simply react to industry trends but spot them and adapt before your competitors.
HIRE STAFF WITH A HEART FOR HOSPITALITY
When hiring for customer service roles, it’s not like hiring for other roles. Candidates should not be judged the same or solely based upon their resume or upon experience. The deep rooted ability to be emotionally attentive to generous service, to passionate hospitality is also a skill that’s inborn. Basic job requirements can be taught, but having a heart for hospitality is a gift and naturals in this can provide a higher level of service than many of us mere mortals.
TEST HYBRID WAITER/SELF-SERVICE
For some food locations and in the right restaurant verticals, testing self-ordering kiosks on iPads or tablets is a valid option. Self-order menus aren’t difficult for food POS solutions to automate, and can help save time for staff and even require you to hire less staff on average to help save on bottom lines and augment existing staff with better technology.
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