Who is Customer?

 

Who is Customer?

A customer is anyone who derives a benefit from something you do

 

Learning about customer service:

To provide the highest standards of service, we all must put the customer first when we carry out our different jobs in the restaurant. we believe that you provide the difference.

This is a basic philosophy within the restaurant and during this work shop we will take you through the principles of the culture

 

The Guiding principles of this culture are:

·       Customer Focus

·       Involvement and Empowerment of every member of staff

·       Communication

·       Innovation

·       Continuous quality improvement

·       Cost effectiveness / Profitability

 

Achieving A Customer Focused Environment

Our commitment to the customer can be seen in the way we manage our business. Traditionally a company is structured like this pyramid

·       

                 Senior Management

·                                  Middle Management

             Front line employees

 This Type of Management fails because:

·       The people at the top make decisions without consulting those at the bottom who are closest to the customer and who know what the customer wants.

·       The customer is often dissatisfied because the front-line employees do not have the power to make decisions, handle their problems or complaint.

·        The employee feels unimportant and has no pride in doing work.

 

We believe that to serve our customers effectively the pyramid should be turned upside down:

  Ø Front line employees

  Ø Middle Management

     Senior Management

This style of management succeeds because:

  Ø Attention is given to front line employees and they are recognized as the company by customers.

  Ø Employees are given the opportunity to use their initiative and are provided with     the skills and authority to make decisions.

  Ø Serving customers is what important-not internal policies are.

  Ø Employees understand their jobs and know they are valued.

  Ø Managers get feedback from customers through front line employees.

 

To understand the real importance of our dynamic approach to customer service, consider the following point:

  

THE COMPANY: Our customers are very valuable to us, and so we need to listen to them and respond quickly to their comments and ideas. Our aim is to be “customers responsive” so that our customers keep coming back our restaurant.