The Three Phases of Customer Service
Many people look at good customer service as being nice and courteous to the customer. But you must take it much deeper to understand its true influence in whatever occupation you’re in. It holds even more clout in the occupation of bartending. Once you do see the overall aspects of it, you will have a busier establishment and have a bigger influence in the type of people who come into it.
There are three phases of customer service that are the foundation of whatever you do.
1. Perception - To give good customer service, you must first get people in the door. To pursuade people to give you a try, you must give them the perception that they want to come into your establishment in the first place. You do this with advertising, word-of-mouth reviews from friends who liked your establishment, and social marketing.
Many will argue that this is not customer service. However, any type of influence you have with the customer, or potential customer in this example, is important to the overall experience. Without the perception that they will like what their coming in for, you would not have a customer in the first place.
2. Actual Experience - Now it’s time for you to meet or exceed the perception. After you have won them over with your fantastic marketing, you better be able to back it up with an experience that will match that perception. You do this by knowing what is being offered in these advertisments and always being in “A” form when dealing with those who walk into your place of business.
3. Aftermath of the Experience - Have you followed up to make sure everything was satisfactory with their visit, or are you just happy that the experience is done? Just like selling a car or closing a deal with a client when buying a house, the sale is not the end of your relationship with this client. You must ensure future dealings with this individual by making sure everything was met to their satisfaction. Just asking and showing you care about their experience goes a long way.
You have a great chance to win over even more customers by following up. You will win over the friends and family of this client who will “perceive” that doing business with you is a good thing. This will bring in more people for your bar and will help you build a strong and loyal clientele.
These three phases are cyclical! It starts all over again once they know that the last experience they had with you was a good one. It will be up to you to ensure that these experiences are always positive ones!
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Category: Bartending
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