Empowering Your Restaurant Staff for Great Customer Service

Your staff is in the front lines with customers, so involve them in a restaurant customer service program. Educate and empower them to make customer friendly decisions and to deal with unhappy customers. Give them a monetary amount that they can use at their discretion to deal with customer issues (anywhere up to a $50 value is permitted, for example). A staff member should be instructed that if a customer is unhappy for any reason he is not to argue with him or find excuses, but offer him a money off coupon for the customer’s next visit, no questions asked. Most importantly make sure that they feel personally responsible for great customer service at your establishment.