recommendation on how to improve customer sevice in manhattan fish market
RECOMMENDATION ON HOW TO IMPROVE CUSTOMER SERVICE FOR MANHATTAN FISH MARKET
Step 1
Train employees in effective customer service techniques, required food handling and safety procedures. Encourage them to think in terms of customer care, which goes beyond basic service. The care concept includes such simple steps as looking customers in the eye, smiling at them and greeting them promptly, as well as measures such as anticipating their needs. Timing is another aspect of customer care. Serve drinks and appetizers promptly, minimize the time between courses and don't clear away dishes before the customer has had time to finish the meal.
Step 2
Reinforce with employees that the way they present and handle themselves reflects on the restaurant as a whole. Establish and enforce clear policies about attire, hair and makeup, for example they need to be neat and clean are the key words here. Remind them that being casual and friendly doesn't mean being overly familiar with customers. Employees shouldn't refer to customers as "hon" or "you guys," even in family-style restaurants. And while you hope it is seldom necessary, your waitstaff needs to know how to respond to problems or complaints. If a customer's steak isn't cooked enough, take it back and have it cooked a little longer. If a meal is delayed or an order forgotten, immediately get the manager involved with the customer to offer a free meal, another food choice or some other way to make it right.
Step 3
Observe the waitstaff's interactions with the customers. Identify both areas for potential improvement and aspects of the job the employee is handling well. Follow up with them to provide constructive feedback on their performance and note specific changes the management want them to incorporate, such as helping to seat female customers or suggesting appropriate choices for young patrons when there is no children's menu offered. Ensure that the employees know the menu well enough to
Step 1
Train employees in effective customer service techniques, required food handling and safety procedures. Encourage them to think in terms of customer care, which goes beyond basic service. The care concept includes such simple steps as looking customers in the eye, smiling at them and greeting them promptly, as well as measures such as anticipating their needs. Timing is another aspect of customer care. Serve drinks and appetizers promptly, minimize the time between courses and don't clear away dishes before the customer has had time to finish the meal.
Step 2
Reinforce with employees that the way they present and handle themselves reflects on the restaurant as a whole. Establish and enforce clear policies about attire, hair and makeup, for example they need to be neat and clean are the key words here. Remind them that being casual and friendly doesn't mean being overly familiar with customers. Employees shouldn't refer to customers as "hon" or "you guys," even in family-style restaurants. And while you hope it is seldom necessary, your waitstaff needs to know how to respond to problems or complaints. If a customer's steak isn't cooked enough, take it back and have it cooked a little longer. If a meal is delayed or an order forgotten, immediately get the manager involved with the customer to offer a free meal, another food choice or some other way to make it right.
Step 3
Observe the waitstaff's interactions with the customers. Identify both areas for potential improvement and aspects of the job the employee is handling well. Follow up with them to provide constructive feedback on their performance and note specific changes the management want them to incorporate, such as helping to seat female customers or suggesting appropriate choices for young patrons when there is no children's menu offered. Ensure that the employees know the menu well enough to