Current location - Recipe Complete Network - Catering training - How to improve the service quality of restaurant waiters
How to improve the service quality of restaurant waiters
Measure the service quality of restaurant waiters

First, use comment cards.

Customer comment card is the simplest way for restaurants to measure customer satisfaction, and it can also be used to establish contact with all guests and get the most direct response, so as to deal with the most urgent problems in time.

Of course, the comment card is passive, and it is impossible to ask the guests to fill out the card and send it back; However, the clients who will be sent back are generally more active customers, and of course they can't represent all of them, so prejudice is inevitable. Although the comment card is not the best method, it is still a very useful method if everyone in the company is eager to know the opinions of customers and the budget is not very abundant.

Second, conduct a letter survey.

The cost of letter survey is usually only a little more than that of comments, and most ordinary customers will reply. However, it may be possible to improve the response rate by means of "bribery" such as price reduction and discount, and lottery and telephone tracking are all auxiliary means. However, there are also problems in letter investigation. Usually the reply is to some kind of customer. Although opinions may be fairer than opinion cards, it is doubtful whether the results can represent all of them.

Third, in-depth customer interviews.

Hiring a special person to interview can accurately grasp the identity of the respondents. Whether on the phone or in face-to-face interviews, guests will be more willing to answer questions than using letter-based questionnaires. The interview results can come out quickly, usually on Monday and Friday.

Fourth, dress up as a mysterious guest

Sometimes, mysterious guests are professionals unknown to the respondents, who will make a survey report to the restaurant after posing as guests. This result is usually quite reliable.

However, this method will involve four issues:

1) cost is higher than other methods.

An interviewer can visit dozens of guests in a supermarket a day, but a mysterious guest can only talk to two or three guests at a time. Therefore, many restaurants can only hire a few mysterious guests to evaluate the service of waiters, so the statistics may be distorted.

2) The waiter may see through the mysterious buyer.

Smart waiters will certainly give special treatment once they see through the identity of the mysterious guest.

3) Mysterious guests may be biased.

It is necessary to carefully analyze and evaluate the reports made by a single buyer at different time periods or by different buyers at the same time period. The report of the mysterious guest must be compared with the statement of the real guest.

4) Even if the mysterious guest is fair and just, the waiter may be dissatisfied because he feels that his privacy right has been violated.