To me it’s something over and above, or at least I think it should be, but now I’m wondering whether in some instances we’ve got so used to poor service, that when something just comes up to scratch we’re so surprised that we think it’s more than that.
Let me give you an example concerning a well known restaurant chain that’s been around on the high street for years (you know the one – modelled on something from across the Channel!). It’s been my experience over the years, that whichever one of them I use the service has been pretty poor – not coming back after serving you your meal to see if it’s ok, or if you need anything else etc. I’ve lost count of the times in those establishments that I’ve had to leave the table and go to look for someone to ask for salt/pepper, a glass of water or even the bill!
So when I last visited and had an attentive server I was initially impressed with the ‘good customer service’. Later, upon reflection, I realised that it was only normal service that anyone should expect to receive when they go out and pay for a meal. I started to wonder whether my expectations have dropped so much that I think normal service is ‘good or outstanding’?
My question to you – What is good customer service?
