The Principles of Great Customer Service PT2
Continuation from Part 1. See for the whole list.
These are basic examples of good customer service in a cafe setting. You might be able to identify these behaviors and traits in your favorite establishment. You might also notice how the absence of these basic principles detracts from your experience. Use these principles as guidelines for creating a training list with your staff, and remember that it is also helpful to make a list of very specific DO’s and DON’T’s. The clarity and specifications makes it much more likely they will comply.
Friendliness
When a customer enters the establishment, they should be made to feel welcomed and appreciated for their visit. This could look like eye contact, acknowledgement, a smile, a welcome, a greeting, or any combination above before a service action, such as seating or taking an order.
Empathy
If a customer expresses dissatisfaction with their drink, for example, saying their latte is too cold, the staff should listen attentively and respond with understanding. A thoughtful reply like, “I’m really sorry to hear that! Let’s get you a fresh one that’s just the right temperature,” shows that the staff values their judgment, and wants to protect their experience at the business.
Fairness
When addressing a customer complaint, the staff has a responsibility to resolve the issue fairly. Even if the latte was served at the correct temperature, saying, “I understand your concern! I can definitely remake it for you,” demonstrates a commitment to customer satisfaction. Remember, it’s not about “winning” — at this point, it’s about giving customer service. Many businesses fall apart here. It’s easier to remake a $5 latte and retain a customer than find a new one, and risk said customer expressing their negative feedback about your business to the community.
Control
Customers want to feel in control of their experience. When a staff member says, “Here’s your fresh latte! If it’s not quite right, just let me know. You can even try an iced version if you’d prefer!” it empowers the customer to influence the outcome of their visit.
Alternatives
Providing customers with choices enhances their experience. For example, while taking an order, a item on the menu is unavailable, a staff member should recommend alternatives immediately. There should be no room for a customer to guess, and staff member should be able to guide them in taking a choice. A staff member might say, “We also offer a delicious chai latte or matcha if you’re interested!” This shows that the café values customer preferences and wants to provide options.
Information
Customers appreciate receiving relevant information about products in a timely manner. A barista might share what the cafe’s specials of the days are before taking an order, for example.
Time
Respecting customers' time is critical in providing excellent service. Staff should process orders promptly while maintaining a friendly demeanor to ensure the customer feels valued. In situations where an order is delayed, taking proactive steps can make all the difference. Offering a complimentary drink, a discount, or an extra side dish as a gesture of goodwill not only meets but exceeds customer expectations, turning a potentially negative experience into a positive one. This thoughtful approach can quickly rebuild customer satisfaction and reinforce loyalty.