Page 4 - TRN Florida 1117
P. 4
When we talk about customer serv- ice we usually think about how we deal with the people who walk through our doors—both physical and virtual—to purchase our products and services. What we often fail to realize, however, is that we also have customers within our organizations and those cus- tomers are our coworkers.
Customer service means being re- sponsive to a customer’s needs and being resourceful in meeting those needs. Customer service is many things: knowledge, communication, skill, attitude, efficiency, integrity, reli- ability, knowledge, and helpfulness.
How you interact with coworkers and supervisors has a huge impact on the ef- fectiveness of the team. When someone asks for your help in completing a report, do you tell them that it’s not your respon- sibility, or do you eagerly offer to do whatever you can to help them meet their deadline? When a coworker points out an error, do you get defensive, or do you view their comment as constructive and vow to improve your performance?
When you treat coworkers and su- pervisors with respect, when you help them solve their problems and meet or exceed the demands of the job, your value as an employee increases dramat- ically. Just as you should do whatever it takes to satisfy a customer, you should do whatever it takes to help a coworker.
If you want to ensure that the serv- ice you are providing is exceptional, take these steps:
u Develop a positive attitude. Your attitude is reflected in everything you do. It not only determines how you approach your job and your coworkers, it determines how they re- spond to you. Don’t complain—and don’t hang around negative coworkers. Do whatever it takes to get the job done—and done right.
u Listen. You can’t help a coworker unless you hear and under- stand what he or she needs. Listening
John Tschohl ◆ Today’s Restaurant Contributor handle the situation as quickly and ef-
u Perform. Deliver what you promise. Send the message that your coworkers can depend on you. Do what you say you will do—and do it with quality, speed, and accuracy. If you say you are going to complete a re- port by Tuesday, do your best to com- plete it by Monday.
There is great power in mastering the skills necessary to provide excep- tional customer service. You will gain confidence in yourself and your abili- ties, you will earn the respect of your coworkers, and you will be recognized and rewarded. You will set yourself apart and be recognized as a valuable member of the team. And you will have satisfied customers.
John Tschohl is a professional speaker, trainer, and consultant. He is the President and founder of Service Quality Institute (the global leader in customer service) with operations in over 40 countries. John is a self-made million- aire traveling and speaking more than 50 times each year. He is considered to be one of the fore- most authorities on service strategy, success, em- powerment and customer service in the world. John’s monthly strategic newsletter is available online at no charge. He can also be reached on Facebook, LinkedIn and Twitter.
Coworkers are customers too —
provide them with the best service possible!
◆Customer service means being responsive to a customer’s needs and being resourceful in meeting those needs.
shows that you care and provides you the information you need to do what needs to be done. Ask questions. Rephrase what your coworker is saying to ensure that you understand the sit- uation. They use that information to decide how to move forward.
u Solve problems. Great cus- tomer service professionals are quick on their feet. They have the skills nec- essary to quickly analyze a situation and decide what needs to be done to solve the problem. Don’t procrasti- nate. Develop a plan of attack and
ficiently as possible.
u Be accessible. This means re- turning phone calls and responding to emails as quickly as possible. Doing so sends the message that what your coworker needs is important to you and that you are available and eager to provide whatever assistance is needed.
u Be honest. If a task is outside your level of expertise, or if, you cannot meet the required deadline, admit it. Then offer to facilitate by helping your coworker identify someone in the or- ganization who does have the expertise and the time to assist with the project. Honesty earns respect. The same holds true when you make a mistake. Admit it, apologize, and learn from it.
u Make your coworkers feel val- ued. Recognize them with a smile. Call them by name. Make eye contact. Be attentive to what they have to say. Compliment them when they do a good job. Ask for their advice. Make them feel important.
James Ramey
AI Restaurants and These Tools
from page 1
helping customers’ book reservations, answer menu questions, process catering orders and more. One of the reasons chatbots have become so popular is that they are able to give customers immediate responses, as opposed to waiting on hold on the phone or driving to a restaurant or business to get an answer.
Customers can also experience self-discovery tools such as adaptive FAQ’s, videos, interactive guides and videos to find answers quickly during their self-service journeys. The DIY approach is a less-stressful option for both the customers and the restau- rant, allowing customers to place or-
ders and inquire about catering and restaurants can take the time to put up useful information like ingredient lists and other advantages to their websites.
Self-service options are constantly evolving because of the popular tools that power them: AI and self-discov- ery. Technology is constantly evolv- ing, putting pressure on restaurants to amp up their customer service options for the tech-savvy con- sumers of today. As consumers use the popular technologies of today, they expect for their favorite brands to keep up with them. Businesses must adapt their customer support with these expectations.
James Ramey is CEO of DeviceBits, a software company that services clients through a predic- tive and personalized understanding of interac- tive tutorials, adaptive FAQs, Interactive Guides, and Videos designed to for self-serving con- sumers. For more info visit www.devicebits.com.
Introducing SafeStaff® Online Foodhandler Visit www.SafeStaff.org or call 866-372-7233 to register.
TODAY’S RESTAURANT ◆ WWW.TRNUSA.COM
FLORIDA NOVEMBER 2017 4


































































































   2   3   4   5   6