Designing and Implementing an Effective Customer Service Program

Article

The Fundamentals of an Effective Server Training Program

The Magic Behind the Experience. Full-service dining is coming back strong. But if you're increasing your menu prices to absorb rising inventory and labor costs, no menu is good enough to assure repeat patronage. Your front-line staff needs to provide a great experience. And that requires training.

Article

How Secret Shoppers Can Help You Create a Better Guest Experience

You can't see, hear or control everything that goes on inside your restaurant. Secret shoppers – also called mystery shoppers – provide independent and objective data on your independent concept's efficiency and quality.

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Mystery Shopper Reports

Surveys reveal that over 90% of dissatisfied customers don't complain. All too often they leave and don't return. Do you really know what your restaurant looks like from the eyes of a guest? One way to find out is to employ mystery shoppers. Use this 70-point shopper report to evaluate your restaurant's ...

Training Video

Setting Job Performance Expectations

Does your staff clearly understand the job performance expectations at your restaurant? It sounds like a simple question that should have a simple answer.

Article

Build Repeat Business by 'Mapping' and Improving Your Guests' Journey from Start to Finish

Drive repeat business by implementing a program of quality improvement that looks at every step of your guests' experience, and improving them in ways they might not even consciously be aware, but leaving them with a positive emotional state.

Four Steps to Develop an Extraordinary Staff in Your Restaurant

Providing "adequate service" is no longer enough to give you a competitive edge. This article suggests ways to help your staff deliver an outstanding level of service and discusses cutting-edge web-based training solutions featuring automated assessment and test grading to quickly measure strengths ...

Article

Up to Par Defining and Communicating Your Customer Service Standards

Mark Twain is quoted as saying “Everyone talks about the weather, but nobody does anything about it.” Restaurant people talk about the guest experience, but are you doing what it takes to have a consistently good guest experience? Consistency is everything in this business. Guests return because they ...