There are two principal ways a restaurant increases profits. It attracts more new customers to come and book a table, and it increases the spend of each customer - by getting them to come more often as well as spend as much as possible when there. Its much, much, cheaper and actualy easier to do the later - increase your profits from your current customer base.
Excellent Customer Service is critical. If customers enjoy the service that they receive they feel more relaxed, they enjoy the atmosphere, they visit more often and spend more money. Inteligent Customer Service extends into subtle "Upselling" and "Cross Selling" techniques and processes that encourage further client spend, and on the right products.
It is essential that Front of House staff undertsnad the importance and role of Excellent and inteligent Customer Service and are trained in the latest techniques and practices.
However, traditional Customer Service training can often be time and cost prohibitive to many independent restaurants due to the downtime associated with numerous training days and on-site assessments required to acheive formal qualifications such as NVQ level two. With the added knowledge that many front of house staff are not in long-term employment it often does not make comercial sense to undertake a full training programe.
With this in mind RestaurantSolution have developed an online Customer Service Excellence Training Portal that provides restuarant owners with a full online facility for them to use with their staff as they wish - current staff and new starters can view all (or a selection) of the training topics in their own time or in your specified time periods, completeing the necessary feedback areas to your own schedule.Allthough not an NVQ course the online Training Portal covers the full NVQ course content....
- Delivering Customer Service Within the Company Rules
- Cross selling Additional Services
- Upselling Customer Orders
- Maximising Customer Spend
- Dealing With Difficult Customers
- Handling Customer Complaints
- Turning Negative Customers into an Opportunity
With videos to illustrate the main points and podcast downloads to make the whole learning experience more entertaining, the website is bespoke to your company and your employees, with each employee having a secure password and username so they can return whenever they, or you, want them them to.
A course book is also provided which is completed as each attendee makes their way through the course content and can be used by you to monitor their progress...and level of understanding.
Being online it is also a tool for you to use as much as you like and is regulalry updated. Use it for all your existing staff and when you recruit, ask all employees to complete the course before they start. Making sure all your front of house staff have the required level of Cutomer Service understanding and are consequently upelling, crosselling, and maxmising the profit opportunity of each customer.
