the service process of one real-time service moment

 

I went to a café which located in Main St. The staff of the café is friendly and greeted me with smile. He made me feel like he has helpful attitude. I’m not a native English speaker, so ordering at café is not so difficult, but I sometimes feel nervous. In this case, his attitude made me good first impression of the café. Greeting customer with welcome mind is a basic thing that I learned over and over through this hospitality course. As I experienced this, I think that it is easiest thing in customer service but having a big effect.

 At that time, I ordered matcha latte, but the staff said that matcha latte is not available now. Managing the stock is one of the important things for customer service. When I heard that, I was little disappointed. However, he asked me my favor and suggest chai latte. This respond shows his professional knowledge. Having enough knowledge about the beverage they serve is skill which is related to increase customers’ satisfaction. Also, I thought that he has two abilities which are the ability to communicate effectively and the ability to use empowerment thorough dealing with this lack of stock problem quickly and smoothly by suggesting another thing. According to Kevin Stirtz who is the author of more loyal customers: 21 real world lessons to keep your customers coming back, “Know what your customers want most and what your company does best.” Thus, whatever happened, trying to find best way whatever happened is related to make customer happy. This situation proved this is truth.

In addition, this café is really care about cleanness of their environment. After I got latte and took seat, people who have taken seat next to me left. there are some cups and plates on the table. It is a sight see well in café, but the staff clean the table as soon as they left. it didn’t busy time, so even though they don’t clean, no customer doesn’t need to wait. On the other hand, if the staff keep the place clean, the atmosphere of café is definitely better than left dirty dishes on the table. Making a clean eating area means that they care and want your customers to have a good time. If the area customer eating or drinking is dirty, it is easy to guess that kitchen sanitation is poor. Therefore, unclean space leads to questions of food safety and their management. In this point, the café manages the staff and environment well.

References

Integrity Services. (2018, November 9). 4 Reasons Why Restaurant Customers Value Cleanliness as Much as Food. Retrieved from https://integrityservicecompanies.com/2018/11/09/4-reasons-why-restaurant-customers-value-cleanliness-as-much-as-food/#:~:text=Cleanliness%20is%20an%20essential%20part%20of%20customer%20service.,have%20a%20good%20time%20while%20they%20are%20dining.