According to vocabulary.com a pet peeve is a an opportunity for a complaint that is seldom missed. Whether it's in the office, with a vendor, at a restaurant, or in the airport, customer service can build or tarnish a brand.
As a new business owner, I am becoming more cognizant of how important it is to develop a positive image. Lately, when I experience good customer service, I show appreciation by saying, "thank you for such great customer service." On the other hand, when I experience poor customer service practices, I become greatly annoyed.
Last night I called a restaurant to place a takeout order. The waiter who answered the phone asked if he could help me. When I said that I wanted to place an order, he put me on hold and never came back. After about five minutes, I hung up and called back to explain what happened. I did not receive an apology but I was told that my order would be ready in fifteen minutes.
When I arrived at the restaurant, I paid the waiter for my food and gave him a tip. He went into the kitchen and came back out with two pieces of my large order. He then went back on the phone between his several trips back-and-forth to the kitchen, but not to check on my order; he ignored me for twenty minutes. I had to ask someone else to get the manager and as are result, one-half-hour later than scheduled, I received my order.
Who was at fault in this situation; was it the waiter? He was handling takeout by himself and apparently the restaurant had lots of patrons. Was it the manager for not realizing that customers were complaining and that if customers are unhappy they might not return? Was it the restaurant owner for not providing training on proper telephone etiquette? According to the BYUI Telephone Etiquette & Service Guide, before you place someone on hold you should ask permission. If permission is granted, someone should respond within 45 seconds. All things considered, perhaps there was enough blame for everyone.
How would you have handled this situation differently? Please share your experience.
As a new business owner, I am becoming more cognizant of how important it is to develop a positive image. Lately, when I experience good customer service, I show appreciation by saying, "thank you for such great customer service." On the other hand, when I experience poor customer service practices, I become greatly annoyed.
Last night I called a restaurant to place a takeout order. The waiter who answered the phone asked if he could help me. When I said that I wanted to place an order, he put me on hold and never came back. After about five minutes, I hung up and called back to explain what happened. I did not receive an apology but I was told that my order would be ready in fifteen minutes.
When I arrived at the restaurant, I paid the waiter for my food and gave him a tip. He went into the kitchen and came back out with two pieces of my large order. He then went back on the phone between his several trips back-and-forth to the kitchen, but not to check on my order; he ignored me for twenty minutes. I had to ask someone else to get the manager and as are result, one-half-hour later than scheduled, I received my order.
Who was at fault in this situation; was it the waiter? He was handling takeout by himself and apparently the restaurant had lots of patrons. Was it the manager for not realizing that customers were complaining and that if customers are unhappy they might not return? Was it the restaurant owner for not providing training on proper telephone etiquette? According to the BYUI Telephone Etiquette & Service Guide, before you place someone on hold you should ask permission. If permission is granted, someone should respond within 45 seconds. All things considered, perhaps there was enough blame for everyone.
How would you have handled this situation differently? Please share your experience.