Excellent Customer Service In Malta
15/01/13 08:09 Filed in: Customer Service Training
Excellent Customer Service In Malta
Lets take a look at how the really great companies deliver Excellent Customer Service.
Excellent customer service is hard work but valuable, target your teams to simply be better then your competition, Easy!
I get a lot of questions from clients about improving their customer service here in Malta. I find the best way to explain how good you have really got to be is by looking at the percentage that you are better then your competitors in your clients eyes.
Clients make a mental note of the service they receive and how it compares to their previous experiences, we all do.
Lets look at an example, a restaurant visit.
5% Better Customer Service ( Means your operations work)
We are out looking for somewhere to dine. We pass a number of restaurants and may make a decision based on their shop front, the look, we may peer through the door and take a scan inside, glance at the menu.
If all looks fine we may enter and get a table.
We would dine and as long as the food, wine and service were OK we would probably describe it as good if asked by a friend or work-mate the next day. 5% EXTRA CUSTOMER SERVICE is the mark simple as nothing went wrong.
10% Better Customer Service (You have invested in staff training)
We are out looking for somewhere to dine. We pass a number of restaurants and may make a decision based on their shop front, the look, we may peer through the door and take a scan inside, glance at the menu.
But this time the nice waiter Claude comes across and greets us, “Welcome to ABC Restaurant, I don’t believe you have been here before, may I help you?” He then explains the choice of tables and gives us options to make us comfortable.
As we are new he explains the menu and specialities and helps with wine options. The wine and food are well matched and we try items that we would not have found on our own.
We would dine, and have a special experience which included great human interaction and help, we would probably make a point of telling a friend or work-mate the next day. 10% EXTRA CUSTOMER SERVICE is the mark as we had great help and advice
20% Better Customer Service (You are building loyalty and brilliant client interactions)
We are out looking for somewhere to dine. We pass a number of restaurants and may make a decision based on their shop front, the look, we may peer through the door and take a scan inside, glance at the menu.
The nice waiter Claude comes across and greets us, Welcome to ABC Restaurant, I don’t believe you have been here before, may I help you? He then explains the choice of tables and gives us options to make us comfortable.
As we are new he explains the menu and specialities and helps with wine options. The wine and food are well matched and we try items that we would not have found on our own.
But this time as we are leaving he thanks us for our kind words and complements and asks if it would be possible to have our contact details or business card. Some time later 4 to 6 weeks, he makes contact by phone, reminds us who he is, and that we had a great experience at the restaurant, he tells us that they are having a special evening with dishes from his chefs home village in Italy. He asks us if we would like to attend and maybe bring some friends. When we accept he lets us know that there will be a free bottle of wine for us waiting on our table, it was the wine we enjoyed last time.
We would dine, and have a special experience which included great human interaction and help, we would definitely make a point of telling a friend or work-mate the next day we would spread the word. 20% EXTRA CUSTOMER SERVICE is the mark as we had great help and advice, And they kept in touch with us and showed us we were valued. He gave us a great reason to return and rewarded us for our loyalty.
The restaurant gained a loyal , repeat customer, who has a great reason to introduce his friends, who can also become loyal over time. Cost? A phone call and a bottle of wine at cost price! and the wish to make a client feel valued and cared for.
Set up a customer service strategy today, this time next year you will wish you had!
For ideas and training please contact us, we help Individuals and businesses with affordable training and help. We have training to move you forward and grow your business.
We have regular Sales and Customer Training Courses including Saturday mornings in Malta.
Lets take a look at how the really great companies deliver Excellent Customer Service.
Excellent customer service is hard work but valuable, target your teams to simply be better then your competition, Easy!
I get a lot of questions from clients about improving their customer service here in Malta. I find the best way to explain how good you have really got to be is by looking at the percentage that you are better then your competitors in your clients eyes.
Clients make a mental note of the service they receive and how it compares to their previous experiences, we all do.
Lets look at an example, a restaurant visit.
5% Better Customer Service ( Means your operations work)
We are out looking for somewhere to dine. We pass a number of restaurants and may make a decision based on their shop front, the look, we may peer through the door and take a scan inside, glance at the menu.
If all looks fine we may enter and get a table.
We would dine and as long as the food, wine and service were OK we would probably describe it as good if asked by a friend or work-mate the next day. 5% EXTRA CUSTOMER SERVICE is the mark simple as nothing went wrong.
10% Better Customer Service (You have invested in staff training)
We are out looking for somewhere to dine. We pass a number of restaurants and may make a decision based on their shop front, the look, we may peer through the door and take a scan inside, glance at the menu.
But this time the nice waiter Claude comes across and greets us, “Welcome to ABC Restaurant, I don’t believe you have been here before, may I help you?” He then explains the choice of tables and gives us options to make us comfortable.
As we are new he explains the menu and specialities and helps with wine options. The wine and food are well matched and we try items that we would not have found on our own.
We would dine, and have a special experience which included great human interaction and help, we would probably make a point of telling a friend or work-mate the next day. 10% EXTRA CUSTOMER SERVICE is the mark as we had great help and advice
20% Better Customer Service (You are building loyalty and brilliant client interactions)
We are out looking for somewhere to dine. We pass a number of restaurants and may make a decision based on their shop front, the look, we may peer through the door and take a scan inside, glance at the menu.
The nice waiter Claude comes across and greets us, Welcome to ABC Restaurant, I don’t believe you have been here before, may I help you? He then explains the choice of tables and gives us options to make us comfortable.
As we are new he explains the menu and specialities and helps with wine options. The wine and food are well matched and we try items that we would not have found on our own.
But this time as we are leaving he thanks us for our kind words and complements and asks if it would be possible to have our contact details or business card. Some time later 4 to 6 weeks, he makes contact by phone, reminds us who he is, and that we had a great experience at the restaurant, he tells us that they are having a special evening with dishes from his chefs home village in Italy. He asks us if we would like to attend and maybe bring some friends. When we accept he lets us know that there will be a free bottle of wine for us waiting on our table, it was the wine we enjoyed last time.
We would dine, and have a special experience which included great human interaction and help, we would definitely make a point of telling a friend or work-mate the next day we would spread the word. 20% EXTRA CUSTOMER SERVICE is the mark as we had great help and advice, And they kept in touch with us and showed us we were valued. He gave us a great reason to return and rewarded us for our loyalty.
The restaurant gained a loyal , repeat customer, who has a great reason to introduce his friends, who can also become loyal over time. Cost? A phone call and a bottle of wine at cost price! and the wish to make a client feel valued and cared for.
Set up a customer service strategy today, this time next year you will wish you had!
For ideas and training please contact us, we help Individuals and businesses with affordable training and help. We have training to move you forward and grow your business.
We have regular Sales and Customer Training Courses including Saturday mornings in Malta.
- If you need any help to plan your training call us +356 999 777 59 or +356 2374 2390 or simply Email Us