①, in ? Walking management? Problems found in
Walking management? Is the restaurant manager every day on duty must do the work. Restaurant manager every day to go to all corners of the restaurant and staff, to understand the restaurant products,? Walking type? is a kind of visible management. Restaurant manager often walk in the first line of business, both service operations can be found in the problem, the staff's spirit, the staff's attitude of the problem, the staff's efficiency of the problem, the correctness of the service results of the problem and the environmental equipment problems and so on. Also can provide face-to-face service and communication with guests, listen to guests' views and suggestions on the restaurant. That can communicate with the staff, talk to increase affinity, appeal, but also allows employees to put forward suggestions and ideas. Praise the good performance of the staff, gave incentives, that is, let the staff feel that the restaurant on their importance. And the restaurant service concept, corporate culture instilled in the staff, so that employees naturally accept the restaurant? Concerned about the guests? The business philosophy, consciously do a good job, improve guest satisfaction.②, in? Experience restaurant products? in the discovery of problems
The store manager in the work that is to be? Walking management? And regularly to experience the quality of their own restaurant products and buy products in the process of service, from which we found that the quality of our products is not a decline in the process of our purchase of products is not a decline in the quality of service and other issues, timely detection, timely remedies to the repair, repair, treatment, will nip the problem in the bud, will not affect the guests.
③, in the marketing visit to find problems
Restaurant manager's work 50% of the time is to do marketing, marketing is the leader of the restaurant. Restaurant manager in the restaurant to often lead the marketing team to marketing, in the results of marketing to give the source market optimization. For large customers from time to time, irregular field visits or telephone communication, to understand the needs of guests and our restaurant products and services to improve and strengthen the place.
4, in? Feedback on the guest intention to build the table? In the guest feedback form to find problems
From the? The guest feedback form? we can find out what degree of customer satisfaction with our products? What do customers really think? What do customers appreciate about our services? What do customers dislike about us? What are the common complaints of customers? Customers on the improvement of the service to put forward what kind of suggestions?
Second, as a store manager how to improve customer satisfaction
1, in the catering industry we often call the customer God, the emperor, food and clothing, friends, etc., but we have not understood? Customer? The true meaning of the customer. Only understand the? Customers? The meaning of the customer, we can pay attention to customers, customers. Only to understand why we need to improve customer satisfaction?
①, the customer is the intangible assets of the restaurant
Customers are mobile but also can be calculated, the flow of customers into loyal customers can be calculated. Loyal customers can give the restaurant many times and even life-long consumption, to the restaurant to bring lucrative income, so that the restaurant to survive and develop. Loyal customers into a flow of customers, the restaurant is difficult to survive Viking, the customer is a valuable asset of the restaurant, but also an important factor in the preservation and appreciation of the restaurant.
②, the customer is the restaurant's volunteer marketer
Customers in the restaurant experience a good product and good service, he will be obliged to his surroundings for publicity and recommendation, so that the restaurant in the market to form a good reputation, and vice versa, they get a poor product, but also to the market will have a negative impact and negative brand image. Marketing empirical data tell us: 100 satisfied customers will bring 25 new customers, every customer complaint received, it means that there are 20 other customers with the same feeling, the cost of obtaining a new customer is the cost of maintaining a satisfied customer 5 times; 60% of the new customers from the recommendation of the existing customers in the dissatisfaction of the customer, 4% back to tell you their dissatisfaction and feel unhappy with the reason;; 96% will turn away and leave. 96% will turn away and 91% will not return. Customer survival rate increased by 5%,
Profits will follow the increase of 70%; service a customer will affect 25 people to produce the desire to buy and purchase behavior. Any advertising effect can not compare to the word of mouth effect, 80% of the profits generated by 20% of the customers. Therefore, effectively play the role of customer word of mouth, so as to form a relatively stable customer base for the restaurant.
③, the customer is a restaurant service and product monitors
Restaurant service and product quality is the need for supervision, then the restaurant managers can not be at any time, every moment to see the quality of the work of the staff and the attitude of the work, and the customer is invariably assumed the role of the restaurant services and products of the monitors, if we usually maintain a good relationship with them, they found that the problem will be complained about, and will be relayed to the found problems. The problems found will be relayed to us, so that we really understand the needs of the guests, our products or services to understand the problem, timely adjustment of the restaurant's business strategy, improve management methods, to meet the needs and requirements of the guests.
④, the customer is the key to the survival and development of the restaurant
The only reason for the survival of the customer restaurant, even if your restaurant has the best products, if there is no guest is equal to zero. There is no industry in the world without customers can survive and develop.
5, the customer is a restaurant to reduce the cost of special drugs
Through sales and customers to establish a relationship is relatively tolerant, and to maintain the relationship and continue to create value from this relationship, it is necessary to provide customers with satisfactory service. It costs much more to develop a new customer than to keep an existing one, so keep them. Remember that a customer? lifetime value? is much greater than a single sale. Keep the customer, he is your gold mine.
6, the customer has the right to choose, the right to enjoy the service,
Remember, the market economy today, the past? Seller's market? to turn to? Buyer's market?
Please remember that in today's market economy, the seller's market has changed to a buyer's market. If we fail or are unable to provide quality service and care for our customers, then others are more than happy to do it for us. As long as the customer is provided with quality service, he will be happy to do business with you.
⑦, the customer is to buy the value of the product and experience the value of the people
Customers have a wide range of knowledge, they are not in ignorance, consumption has been very mature, very rational, and learned to experience the economy. For customers: product quality means? I get what? and service quality means? How do I get it?
8, the customer is the restaurant to enhance the competitiveness of enterprises to increase business profits
The number of customers and restaurant performance is directly proportional to the popularity of the customer is the most important core competitiveness of the restaurant, the more customers, the more popularity of the more prosperous, in order to have the financial resources, the better the business, the competitiveness of the restaurant is also enhanced.
2, when we understand? Why do we need to improve customer satisfaction? and? customers? After the meaning of. We also need to understand the customer's expectations, what kind of service they need? Then we can go to the design of our services, the implementation of our services, regulation of our services.
①, guests want to see the need to be neat and beautiful
Customers to the restaurant, they hope that our restaurant from the hotel's store appearance, the peripheral environment, store items and facilities, staff appearance, restaurant atmosphere, restaurant products, items are placed in a neat and orderly restaurant environment to be clean and beautiful, sophisticated and elegant decoration; decorative arrangements to be the finishing touch to them! A good consumer environment. Guests recognize a hotel is often from the surface of the beginning, such as the hotel's appearance, countertops, walls, roofs, floors, faces, etc., thus forming the initial feeling of the hotel. Tidy, that is, neat and clean; beautiful, is a kind of beauty. It is the hotel environment, service atmosphere of the basic requirements, is the first visual impression of the guests. The current hotel industry is a lack of attention to this, such as some hotels on the outside walls of neon lights are often missing arms and legs, store all kinds of billboards lack of overall design, and the production of rough, and the hotel grade does not match; green plants, art placement lack of aesthetics, the hotel lack of various types of supplies positioning management, restaurants, meeting rooms to remove down the cutlery, utensils stacked in an orderly manner, service supplies, labor tools placed randomly; staff of the The washing and maintenance of the work clothes is not in place, affecting the mood and image of the hotel staff, but also affect the visual image of the guests.
②, guests want to use the necessary to rest assured that safety
Customers to the restaurant, they hope that our restaurant to provide the products and consumption of space is the quality of guaranteed, so that people can rest assured that there are no worries. Safety is the lowest level of the guest's needs. To protect the safety of guests, we must first ensure the safety of facilities and equipment, such as scientific and safe decoration design, perfect fire safety facilities, effective anti-theft devices, standardized equipment installation. The current hotel industry has the following problems: the fire channel is closed or blocked, emergency safety evacuation signs are not standardized or out of order; guest room bathroom hot and cold water cage and guest room hot and cold air-conditioning switch reversed, bathroom bathtubs without non-slip pads, and so on. Secondly, we must ensure the safety of the service, such as scientific operating procedures, humanized service, respect for the privacy of guests, to ensure the privacy of the guest room. At present, some of China's hotel guest room operating procedures, water cups and other supplies in the guest room cleaning regulations, it is difficult to reassure the guests have a sense of security; reception and guest rooms will be casually staying guest information to inform the visiting guests.
③, guests want to use the necessary to be complete and effective
Effective is the core demand for hotel services. Hotel service is effective, the first performance for the effective facilities and equipment. This requires the hotel's functional layout to be reasonable, facilities to support, equipment to be intact, running to normal, easy to use. The current hotel industry there are some of the following problems: poor ventilation and air exchange system in the restaurant, etc.; poor sound insulation in the guest rooms, bathroom ventilation fan noise, poor results; guest room bathroom water and sewage system is defective, such as the following water is not smooth, the washbasin cage head water flow is too fast, ? Do Not Disturb? Please do not disturb. Please clean quickly? Indicator light is often unintentionally displayed, the TV channel set up no rules, and there are heavy and empty station phenomenon, followed by the effective performance of the service program. This requires that the hotel service program should be set in place, the arrangement of service time should be reasonable, the design of the service program should be scientific, the choice of service mode should be appropriate, the development of service standards should be appropriate, the service skills of the staff should be skilled.
④, guests want to use the necessary is clean and sanitary
Customers to the restaurant, they use our restaurant, guest room supplies, often worried about the state of health, in the restaurant they will worry about the restaurant supplies hundreds of thousands of people repeated use, the health is not hygienic, the restaurant has not been cleaned and dry, there is no disinfection. Will there be flies, hair, sand, etc. in the dishes and rice produced by the restaurant? In the guest room, they will worry about whether the sheets are cleaned and dry, whether there are stains, whether there are hairs and foreign objects in the quilt. They demand cleanliness and hygiene.
⑤, guests want to experience the need to be happy and comfortable
Restaurant is the scene of guest services, neat and uniform, beautiful internal environment will make the hotel guests happy, pleasing to the eye. Restaurant walls, floors, ceilings, furnishings for decoration and furnishings, should be neat, clean. Harmonization. The restaurant's internal environment is clean and tidy. Neat, hygienic, comfortable. Waiters appear in front of guests should be perfect. Waiter's service performance, image and language, skills should be harmonized. Infect guests with perfect service. Create a relaxed, pleasant atmosphere, so that guests have a pleasant, comfortable feeling, so that the occurrence of the guest's consumer behavior is spent in a happy and comfortable.
6, the guests hope that the service must be fast and efficient
Whether the front desk registration, or restaurant dining, room service, too long to let the guests wait, will make our service greatly reduced, and even suffered guest complaints. Each stay in the restaurant to enjoy the services of the guests, we hope that the restaurant services standardized, efficient, fast. Guests go out to visit relatives and travel, meetings, business is often fast-paced, from the heart, they hope that all services provided by the restaurant must be efficient, fast and accurate. Not efficient service, for the guests is not standardized service, for the guests is to lose the value of the service; not fast service, for the guests is the failure of the service. 99% of the guests want to stay in his star-rated restaurant to provide their own service is fast and efficient.
⑦, guests hope that the service must be kind and polite
Customers to the restaurant, they want to be welcome. Employee's face with a smile, kind and polite. Smile service, but also to have a heartfelt enthusiasm for the guests, with a friendly, cordial gaze, cordial and polite in the service. The use of service language, polite address guests; guests to enter the welcome language; meet with the guests to have greetings; remind the guests to use the care language; guests call to use the answer language; get the guests to pay assistance or understanding to have to thank the language; the guests to us to thank the language to be used back to thank the language; due to our lack of conditions or negligence, to the guests to bring trouble to the language of apology, the guests in a hurry or feel embarrassed to comfort; the guests to timely comfort; guests to the lack of conditions or negligence, to bring trouble to the language of apologies, guests anxious or feel embarrassed To comfort in time; guests to leave the store to have a farewell speech. Secondly, we must pay attention to artistry and flexibility. Do not rigidly move with polite language, the lack of emotional color, that will make the guests feel hard, not to achieve the effect of friendly service.
8, the guests hope that the service must be patient and considerate
catering industry, the guests should be respected, caring, considerate in the first place, and throughout the service. See the guests when the cordial greetings, smiles, courtesy services, etc., everywhere to give customers respect, care, consideration. Every guest who stays in the restaurant wants to get the restaurant service staff and management staff to honor and respect them. In the event that they encounter difficulties, feel confused, can be concerned about and help, encountered physical discomfort and misfortune, can be loved ones like thoughtfulness, greetings and assistance. To meet the guests are respected and cared for psychological needs, patient and considerate care for guests, considerate guests is the restaurant to retain old customers, attract new customers, improve customer satisfaction.
3, understand the customer customer service, clear customer expectations. We have to develop? Customer satisfaction? The standard of measurement, to ensure customer satisfaction, improve customer satisfaction.
Measurement of customer satisfaction
①, timely --- in the process of providing services to guests in the concept of time. For example: the time to enter the store to check in 3 minutes, the time for guests to add a bed 8 minutes.
②, accurate --- means that no matter what degree of service to meet the requirements and expectations of guests. E.g., the time of the guest's call for breakfast.
③, consistency - in contact with the guest, always maintain the same level, even when faced with difficulties. E.g., always keep a smile and treat guests the same.
4, visibility --- guests can see the state of the equipment, personal appearance, etc. Such as: the hotel door, lobby, public **** area, staff uniforms.
⑤, responsible --- willing to help guests, respond to guests' special needs, such as: guests request the front desk on behalf of the service.
6, empathy --- in the service process to do thoughtful, respect for the guests, identify with the guests' feelings. Such as: guests have special requirements for food.
⑦, have the ability --- in accordance with the requirements of the guests, to master the relevant knowledge and skills.... Such as: the ability to deal with guests flexibly, the ability to anticipate the needs of guests, etc..
8, guarantee --- the service requirements of the guest to give a commitment to the guest to convey the message of understanding and trust. Such as: you can rest assured that we will see your fax, immediately sent to your room.
4, pay attention to? Golden quality points? Attention to customer experience and feelings, the customer's "whole experience" is responsible for
From the customer into the restaurant to the end of customer consumption in the restaurant to leave, we have a lot of contact with the customer's opportunities, these contact points is the service? These contact points are the "golden quality points" of service. Each service provider is on behalf of the restaurant, the service provider and any contact with the guests, no matter how insignificant, the customer is important, will be an opportunity to give guests an impression of the restaurant's services and products have a preliminary judgment. As any member of the restaurant, it is necessary to pay attention to the customer and their own contact? Golden quality points? Full performance, pay attention to the customer's experience and feelings, the customer in the restaurant's "whole experience" is responsible for. In improving customer satisfaction, managers and employees should play the following role.
5, the role of managers in improving customer satisfaction
Managers in improving customer satisfaction should be a camping "focus on the customer" culture advocate, the staff oriented "focus on the customer" management culture. At this time, the manager that is the first customer service and trainer, not only to serve customers personally, with the role of role models to drive the motivation of the staff, but also to teach employees to "pay attention to the customer" culture of the new standards, so that employees believe and apply, so that employees understand the importance of "paying attention to the customer". Encourage staff morale, create a "customer focused" team atmosphere, and actively expand the influence of the "customer focused" culture. Lead the team to achieve the goal of improving customer satisfaction with the power of the group. Managers in the implementation of "attention to customers" culture standards, that is, to find the wrong behavior to give timely correction and guidance, but also to establish rules and regulations, awards and penalties, to motivate employees to complete the work in an excellent way to ensure that the goal of improving customer satisfaction to achieve. In front of the guests managers should also be a marketer, leading employees to create products and services that satisfy customers and pass them on to customers.
6, the role of employees in improving customer satisfaction
Because of the intangible nature of the service, and the consumption of the same time to produce and pass away, and therefore the quality of the quality is not only related to the service provider, but also with the mood of the recipient of the service, preferences and so on. Therefore, in the process of improving the quality of service, employees are required to smile when the customer three meters. Make intangible services tangible. So that guests feel that we are cordial, friendly goodwill ambassadors. In customer service, customers should be judged in the consumption of mood and consumption preferences, to provide services beyond customer expectations, so that customer satisfaction. To be a wise service expert, can anticipate customer needs, solve customer problems pay attention to details, provide value-added services, more service, more satisfaction, all-round improvement of customer satisfaction. We are a member of a team that relies on group strength to achieve the goal of customer satisfaction. It is a professional operator who emphasizes quality. We are the first public relations person who builds customer loyalty. To be a pleasant partner with harmonious and successful interpersonal relationships. It is a person who cultivates the spirit of service, personal behavior and dedication, not only to satisfy customers, but also to make customers enjoy the process of service.
7, the main way to improve service quality
①, clear "focus on the customer" the main factors
"Focus on the customer" the main factors, is to provide guests with quality service necessary items. Strengthen the guidance and training of front-line staff. The behavior of the front-line staff on the customer's feelings of influence is very great, they will be in the customer's mind to leave a very deep impression. Therefore, the training of front-line staff, to the staff's appearance, attitude when providing services, behavior, language and efficiency of the use of guidance; but also to improve the skills of staff and customer communication and the ability to deal with emergency situations, to the customer? employees represent the restaurant? The staff is the brand of the restaurant. Employees are the restaurant's brand?
②, management of customer expectations, to guide guests to enjoy the service