×
Request a Demo

Request a Demo

Look No Further. Get Started Today

 
 

Verification

The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

Dealing with Customer Complaints in Restaurant or in the head office – Which is better?

Dealing with Customer Complaints in Restaurant or in the head office – Which is better?

Should you be dealing with complaints at the restaurant or in the head office? Dealing with the problem at the right place in the right time can make a world of difference. The way a business deals with customer complaints says a lot about how serious they are about achieving their objectives. How do you record customer feedback? The manner in which customer feedback is recorded and complaints addressed makes a significant difference in the success or failure of a brand. Taking a systematic approach to feedback management and training members of the staff adequately is the key. When it comes to handling complaints, you can do it in a business set-up or in the head office. While both approaches have proven to be effective, the time taken to address issues certainly differ. Advantages of handling complaints in the restaurant Why should you look at feedback in the restaurant? Timely management of customer feedback remains an area of concern for most businesses in the hospitality industry. A common reason is that feedback in restaurants can easily be worked upon and in a quicker time. With managers made aware about the issue, they can determine what exactly needs to be done quickly. An on-spot apology can work wonders and show the customer that you wish to deliver better services. Solutions can be offered without any delays. Ensures that customers walk out of the restaurant without any grudge. Disadvantages of handling complaints in the restaurant While the advantages are apparent, you cannot rely on handling customer grievance at the…read more
5 Effective ways to deal with Negative Feedback

5 Effective ways to deal with Negative Feedback

Customer feedback is the oil that keeps companies and business in working order, as with any machine, it requires proper care and maintenance. For you, that means responding to all customer feedback, both positive and negative and ensuring that you are providing your customers with an experience that is far superior to your competitors. In order to do so, you need to handle negative feedback appropriately. Accept The Mistake Mistakes happen, and there is very little we can do to prevent it. Humans can accidently mistype a number, computers may glitch over a sale item, it happens, nothing is perfect. However, when a customer or employee expresses a concern over a mistake, it is important to accept it. It would not be the client's fault for a cashier or machine error, why try to blame them for purchasing your product? Respond Quickly and Efficiently Having a customer support team is essential for quick responses and making sure all the data that can be gathered can be. Your company should respond to all inquiries within 24 to 48 hours of receiving them. It may take time to resolve the problem, but ensure that you are doing as much as you can to provide the customer a feeling of importance. Many companies find that dedicating a particular agent to the ticket helps, that way there is no gap in communication. Investigate The Issue If an investigation was not conducted upon receiving the ticket, it is important to see where the problem happened, to prevent it in the…read more
Effective Listening to Voice of Customer (VoC)

Effective Listening to Voice of Customer (VoC)

Once you have established that customer service is paramount to successfully running your service business, the obvious next step is to devise systems and procedures that can help you effectively learn, combat and manage customer grievances and any shortfalls in service levels from customer expectations. This is a complex process, though not overly so, and can be succinctly summarised in the following points: Being concerned The very first step is to view each customer as a potential detractor, and thus being concerned about any untoward reviews from them. Studies have shown that a single negative review can offset 12 positive reviews. This puts an ever greater pressure on management and support staff to be actively involved with each and every customer, so that no customer leaves disgruntled. The caveat here is that being concerned alone won’t solve the problem, unless supplemented with the following actions. Installing effective feedback tools An effective listening to voice of customers would work only when effective tools to collect feedback are in place. While the definition of ‘efficiency’ in the context of feedback collection tools may be subjective, there are three things that any feedback collection mechanism must provide for it to be deemed worthy of consideration: Ability to capture vast amount of data - Only an innovative and unconventional feedback collection method will excite customers to leave their feedback. Ability to manage all collected data - A massive amount of data is meaningless if not stored in a format conducive to drawing business insights and trends of customer behaviour.…read more
add-icon