RESTAURANT AND CATERING MANAGEMENT TRAINING

DIARY DATES:

2007
30-31 October, FIA Trade Show, Coffs Harbour Racing Club, Coffs Harbour,
tel: 02 9899 7661

2008
9-11 March, Fine Food Queensland and Hospitality Queensland, Brisbane Convention and Exhibition Centre, DEA: 03 9261 4500.

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ARTICLE:
Service expectations of customers

The following points were identified of what the service expectations of customers are in relation to service providers both face-to-face and over the phone.

It is highly recommended that service provides take appropriate action to meet the needs of customers today and the opportunity to develop long term customer loyalty.

72% of respondents feel that customer service is very important

Only 4 out of 10 customers will complain if they are dissatisfied with service

8 out of 10 customers will never do business with that provider again

72% of customers, on average, spend less than 2 hours shopping per visit

25% of customers are put off from entering retail stores that have entrance displays

79% of female customers expect staff to wear name badges or corporate identification

99% of customers expect staff to have clean hands and nails

90% of customers would prefer fresh food handlers to use tongs when handling or preparing food

5 out of 10 customers will purchase an additional product/service if one is suggested

9 out of 10 customers expect service personnel to know their products and where they are located within the store

91% of customers expect sales personnel to explain the benefits of different brands and styles of products, merchandise and/or services

8 out of 10 customers wish to be approached and offered service after browsing

96% of customers expect a pleasant and confident attitude to be demonstrated

6 out of 10 customers when telephoning a business expect the service provider to identify themselves by their name

8 out of 10 customers wish to be thanked for calling a business

9 out of 10 customers expect service providers to ask appropriate questions to determine their exact needs

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Want to know more?

Download our online guide ‘Earn More Dollars with Customer Service’

A la Carte Training announces the launch of a new on-line eBook 'Earn More Dollars with Customer Service'. This orginal eBook provides winning techniques, everyday tips and real life examples to help hospitality and restaurant management to generate a more positive word of mouth, to keep existing customers coming back, to maximise the value of each visit transaction, to win more customers and to increase the frequency of customer visits and transactions.

For more information regarding this 'Earn More Dollars with Customer Service' Guide check out the A la Carte Training website at http://www.alacartetraining.com/

Whilst visiting A la Carte Training website, why not have a look at our other hospitality guides - they are all very practical guides for use in the restaurant and or catering business - and whilst on our site why not download our free articles.