Excellent Customer Service in a New Theme Restaurant
The Project:
The work involved first the development of service standards at all stages from the welcoming of customer until the end of the process. Thus, the frontline staff was trained very intensively and on-the-job to develop effective communication skills including body language skills in accordance with the service standards.
Methodology and Coaching:
- At first we assessed the existing knowledge and skills for each team member with regards to communication (verbal and body language)
- Based on the deviations of each individual and in relation to the style and service standards of the restaurant we commenced the group and individual training / coaching through presentation, on the job examples, role playing scenarios.
- Personal coaching sessions were conducted in order to enhance skills individually and in relation to the job of every staff member.
- Review the effectiveness through mystery customer visits & questionnaires and also based on the personal evaluation by the Coach on the job. The performance was videotaped at the beginning and at the end of the coaching and training to provide a benchmark.
Result:
Through the first few days of operation of the restaurant the customer service staff was receiving increasingly positive evaluations for their excellent service in all areas of their work. The evaluation among Management, Customers and Mystery Clients provided the framework to establish objective evaluation of performance.
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