Restaurant Customer Service | 4 mins read

4 Ways to Deliver Top Tier Restaurant Customer Service

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Mary Kate Morrow

By Mary Kate Morrow

How to Improve Restaurant Customer Service

Customer service is defined as the advice and assistance that a business offers its customers. Any large corporation or small business employee must make sure to recognize the importance of customer service for success. Similarly, supplying good customer service should be a high priority for both large and small business owners.

While good food might draw in new patrons, an excellent service experience keeps loyal customers coming back regularly. A successful restaurant incorporates great customer service into restaurant operations and management tips administered. Thankfully, there are many customer service best practices that every restaurant can adopt including-

1. Greeting

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The service experience must be considered from the moment the dining experience begins. Good food is not always enough, good customer service is also required for successful restaurant operations. Good customer service best practices include wait staff greeting customers immediately and practicing active listening. Restaurant staff must make sure to take time to address any customer questions or concerns.

Different restaurant industry establishments will necessarily have different etiquette. Customer service etiquette appropriate for a small business fast food restaurant manager may be very casual and friendly. Alternatively, customer service etiquette appropriate for the wait staff at a fine dining restaurant may be very formal and proper. However, there are universal customer service etiquette best practices that are universal. For example, every restaurant can make sure to serve any guests of honor first. Dining experience best practices also suggest wait staff serve and clear food from the left and drinks from the right.

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2. Speed

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Every restaurant knows how critical wait times are to any service experience provided. Wait times include wait staff seating customers, restaurant staff serving food, and even a restaurant manager addressing customer feedback concerns. No matter how good food is, excessive wait times sabotage customer satisfaction and the dining experience overall. In fact, restaurant industry social media reviews mention their wait time almost always. Restaurant business professionals must make sure to address wait times in all speed of service conversations.

Restaurant staff can mitigate longer wait times negatively impacting customer satisfaction and the service experience through open and honest communication. For example, if a food item requires restaurant staff to take time additionally to prepare. The menu should indicate longer wait times expected and wait staff can make sure to remind customers as they order.

3. Request

Requesting customer feedback is a proactive stance that every restaurant should adopt. People feel validated when staff members take time to ask them how their customer experience is and was. A good service experience should incorporate asking how people feel throughout the dining experience and at its conclusion. A successful restaurant acknowledges that positive customer feedback can encourage loyal customers to come back.

From management tips to online ordering suggestions, customer feedback can be as extensive as necessary. Areas for improvement should not be neglected, good food and good customer service can always be enhanced. A successful restaurant recognizes that neutral or negative customer feedback is an opportunity to improve customer service. Negative customer feedback received and acknowledged immediately is less likely to be posted on social media publicly.

4. Acknowledge

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Even successful restaurant industry businesses receive negative customer feedback from time to time. If every restaurant receives negative customer feedback occasionally, how do successful restaurant businesses address it? Great customer service best practices for handling customer feedback includes addressing it immediately and proactively. Every restaurant staff member, from a restaurant manager to the wait staff employees has a role to play.

Best practices for addressing negative customer feedback include restaurant staff listening to how people feel and validating their feelings. Restaurant staff must make sure to take time to hear customer feedback fully without interrupting the customer. Additionally, restaurant staff should go the extra mile to make sure their body language is appropriate. Appropriate restaurant staff body language will make sure to maintain eye contact and nodding when relevant. When the customer is finished talking, the restaurant staff should acknowledge the problem and apologize.

The restaurant staff can offer a solution that will hopefully improve customer satisfaction, like a discount or coupon. When appropriate, employees can inquire how to improve customer service and the customer experience next time they serve the customer. If necessary, the restaurant staff can request the restaurant manager or small business owner for further assistance. Ultimately, a good customer service response will make sure to limit drama and solve any customer feedback issue quickly.

Online employee scheduling software that makes shift planning effortless.
Try it free for 14 days.

Key Takeaways for Restaurant Customer Service

  • Restaurant customer service is a top priority for business success and profitability.
  • Best practices for restaurant customer service range from proper wait staff etiquette to customer feedback opportunities.

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