Customer Service at its Best

Last weekend I enjoyed a Pizza party thrown by a friend of mine at a Pizza restaurant. It was a first time I visited the place on J M Road. I found the place very cozy with quite cheerful staff. I reached there so early and before the schedule time; I came to know this when I made an enquiry with the attendant. I decided to wait for other party men. The staff made me comfortable with playing good music and offering a nice soft drink.

I just took a manual laid on the dining table assuming it was a menu card, in fact, it was a questionnaire-manual used for conducting interviews of new employees to the restaurant. I was curious to know the contents. It was a set of two tests comprised of sixty-eight attitudinal questions and a mathematical test. First few lines were basic instructions for the candidate as to know objectives of customer service. The instructions explained that a new joiner was supposed to answer all questions and the evaluation was to be done on the basis of judging attitude of the person towards customer satisfaction and a general ability to process calculations. The particular questionnaire was meant for each prospective new joiner who would work as to take and serve orders to customers. It was a set of probing questions on general awareness about customer satisfaction as a sole objective of the service, and communication skills, etiquettes, punctuality, and an ability to handle tricky and uncommon situations. I felt it very interesting that such a screening test is applied for every new joiner. I had a chat with the manager of the restaurant by taking prior permission and asking to excuse me for reading the manual without prior permission. He expressed, “Our success is largely depending on the overall experience we aspire to create for our customers. You can see each activity of our business process is directed to create a pleasant experience for our customer; from reception to send-off and from serving delicious food to playing favorite music, we all aim to retain our customers forever. In the whole process, our each and every staff plays very important role as to make customer feel happy to be here with us. We suppose the food is only a reason for our customers and the rest experience of spending a very good time with us at our restaurant is what meant all for them. Hence, we ensure that each new joiner is aware of this fact and wishes to actively participate with us in this process.”

Later, all party-men came and we had a nice treat served with great care and comfort. It was really a good experience resulted out of a very good designed and implemented customer service.