ATLANTA,GA. - ServiceCheck is a leading customer service experience management company, and it provides a variety of programs that enable restaurants to improve retention, loyalty and overall guest satisfaction. One of these programs is CustomerLink, an around-the-clock customer feedback and recovery service.
The competition between restaurants is huge due to a tight profit margins and how selective people have become about their discretionary spending. If a diner has a poor experience, it is essential that a restaurant has a recovery program is in place to resolve the guest's issues and document whatever problems they encountered. However, an obstacle to doing this exists, which is that fewer than 10 percent of diners will complain about a problem when it occurs.
With ServiceCheck, restaurants are able to provide diners a variety of ways to reach out to a company representative 24/7/365, including via live agents, the web, social media, comment cards and email. By offering people a variety of contact options that are always available, dissatisfied diners are much more likely to reach out to a business to have their issues resolved, increasing the potential for customer retention.
Another benefit of CustomerLink to restaurants is that all communications are tracked. This ensures that customer issues are resolved in a timely manner, and it also enables an organization to determine if there are common issues, such as long wait times, poor food quality or inattentive staff at particular locations or times of day.
In addition to all that CustomerLink offers, as an outsourced customer service solution, it is far less expensive than creating an in-house department to handle guest concerns. Even large chain restaurants will run into a variety of obstacles when developing their own contact centers. Along with the cost of setting up facilities, there is also the expense and time it takes to develop policies for handling unhappy customers and training staff to implement them.
By using ServiceCheck's CustomerLink program, restaurants and businesses of all types are able to immediately take advantage of customer retention services without the upfront costs and lead time associated with in-house projects. The much lower cost of outsourced customer service can also provide a return on investment in a much shorter time frame.