Consider this example, you are in a restaurant. A waitress shows you to your table and says you can order and pay for your food at the bar. You do as you are asked and return to your table.
Scenario A: The waitress comes over to you. She explains that there was a mistake when your food was ordered, she undercharged you and needs you to pay another £5.00.
Scenario B: The waitress realises the mistake but does not come back to you.
Scenario C: As in Scenario A, the waitress comes over but explains in this instance she will not ask for any further payment, but she wanted to make you aware so that when you returned to the restaurant you wouldn't be surprised by the change in price, she hopes you have a pleasant meal.
Which Scenario shows the best level of customer service?
Most people would say scenario C, the actual answer is Scenario D (I know, not fair!).
Scenario D is where the customer's order is taken using a tablet or an app from their own device and the information is displayed directly to the chef. The payment is also taken by the technology. As there is no human element in the taking of the order, there is no room for human error. Scenario A, B and C are all ways to deal with errors, but the best customer service is where no error is made in the first place.
Hold on, you say, what about the poor waitress? She's out of a job. No, of course she's not. The technology didn't show you to your table, it didn't explain anything, it didn't imply you would return to the restaurant, it didn't wish you a pleasant meal. Even if it did, it wouldn't feel the same. You would know it's just programmed that way; you wouldn't feel special. Using technology, saving the waitress the time entering your order into the computer, gives her more time to focus on making you feel special. Using technology means she has more time to spend welcoming you, talking to you, making sure you're happy, and giving you any extra advice that might help make your day. It gives her the chance to be more than someone who takes your order and brings your food, which is why scenario D shows the best level of customer service.
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