Three customer service lessons any restaurant employee can teach you
Posted by Josh Taylor / January 7, 2014 customer servicerestaurant employee
Imagine how difficult it must be to provide good customer service to hungry people. Seriously, just imagine how grumpy you get when you’re hungry. That’s why the restaurant industry is a perfect case-study for how to give good customer service. This Open Forum article focuses on three most important high-level questions of customer service, here’s one for example:
Focus on ROC, not ROI
Repeat business is the linchpin of profitability in any successful business. Everyone is familiar with ROI, but a lesser-known and more critical metric is ROC—Return of Customer. “Will you come back?” and “Would you tell your friends to try us?” are the two most important questions relative to the customer experience. If the answer is yes to both, you’ve delivered on expectations and achieved ROC. If not, you haven’t. It’s that simple.
Full story at Open Forum.
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[…] Imagine how difficult it must be to provide good customer service to hungry people. Seriously, just imagine how grumpy you get when you're hungry. That's why the restaurant industry is a perfect case-study for how to give … […]