How to nail your customer service role

How to nail your customer service role

If you’ve ever had an unpleasant customer service experience, chances are you haven’t forgotten it. One bad experience can taint a customer’s view of a restaurant and the people it employs and thus create a ripple effect. Customer service is a solid building block for an exceptional business, so it is important to get it right. 


So, what exactly is good customer service? 


Good customer service means providing seamless assistance to customers before, during and after their interaction with the business. It’s about meeting customers’ needs at all touchpoints and ensuring you perform in an efficient, respectful and empathetic manner.


With so many competitors in the market, the one thing you can control is the way you treat the people that support and keep your business afloat. After all, great customer service helps drive revenue, increase brand awareness, generate positive word-of-mouth and create a sense of community. 


Whether you’re entering the working world for the first time or have been working for several years, there are always skills to learn and opportunities to grow so you can excel in your role. When it comes to customer service, you’re in the driver’s seat. 


If you’re eager to nail your customer service role, we’re exploring some of the best practices and tips to help you thrive. 


Be Proactive instead of Reactive 

It’s as simple as taking all necessary steps to ensure possible customer issues are resolved before they have a chance to run into them. This could be having a thorough understanding of the menu in anticipation of questions guests could ask, to checking the food before bringing it to the table, especially when there are special requests involved.  



Ensure you’re across your company’s policies

Being across the policies and guidelines at your work doesn’t mean studying a large document full of big words and procedures. Think about the frequently asked questions you’d want to know about a product, its source. If you can confidently handle a question, it will help reassure a customer. 


Body Language

Understanding body language cues can set the tone for a customer’s experience. When they enter your restaurant, do they look around for assistance or avoid eye contact? Knowing how a customer feels from the get-go can help guide your verbal and physical actions with them. At a minimum, greet them with eye contact, a friendly smile and let them know you’re there to help if required. 


Show attentiveness

Regardless of the type of restaurant, every customer wants to feel important. Showing them they’re valued means being attentive and offering a personalised service. This ties in closely with the first step of being pre-emptive of their needs before they ask.  Being accommodating of their requests and regularly checking on the customer to ensure their needs are met.   


Know your product 

It is imperative that you can confidently answer questions relating to meals and drinks served by the restaurant Your reassurance and insight into top-selling items, benefits and features of a product or personal recommendations can positively influence the final decision on a sale. 


Remain cool, calm and collected

Despite popular belief, the customer isn’t always right, but that doesn’t mean you can lose your cool with them. Regardless of whether a customer disagrees with a store policy or is being unreasonable, it’s important to remain professional and level-headed throughout the situation and use your emotional intelligence. A mature or appropriate demeanour can help de-escalate a strained situation. 


Looking to find a customer service role with a business you love? Check out available jobs here and don’t forget to follow your favourite brands to be the first to know about new opportunities here.