I would like to share an experience I had with a customer today. Give everyone a different point of view. I am a manager at a very busy restaurant, not going to say where. Today was a typically busy Sunday, customers lined out the door waiting for service for a good part of the afternoon. My shift was coming to an end, I was in the back doing my paperwork. An employee knocked on my office door saying there was a customer that wanted to speak to a manager. I asked him where the other manager was, he told me she was busy with customers. I went out to speak with the man. He was nowhere around, I went back to my work. A few minutes later my employee told me the customer was back. I went to the dining room table where he was seated with his daughter. He would not speak to me because he was very upset. His daughter explained that her order was incorrect, she tried explaining the situation to the other manager but the order was still incorrect. I apologized and offered to give them a gift card for their next visit, by this time the gentleman was calm enough to join the conversation. He explained that they were traveling and would not be back in the area anytime soon to use the card. I refunded his order and brought dessert to his table. They didnt want a refund or anything free. All he wanted was an apology and to be spoken to like he was a person. He left satisfied and telling me that I should teach a class on customer service. After a long busy day, I left work with the satisfaction of making an unhappy customer smile. As a manager, this is what its about for me.
Posted on: Mon, 04 Aug 2014 02:47:56 +0000
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