Interact with Customers

The restaurant is busy and all tables are full. One customer has a lot of questions regarding the wine selection. You can't spend any more time with this customer or you will fall further behind. Your initial thought is "I don't know much about wines. It's a matter of personal preference."

Instead you decide to respond by saying, "A good wine with supper is a great idea. I want to give you the best advice possible. Our head bartender does all the wine purchasing and was trained in France. I'll have the bartender come over in a minute. Would you like to order an appetizer while you are waiting?"

With this response, you have made the customer feel special, you have provided a distraction while waiting, and you may have increased your food sales.

The multiplex is a venue for many international events. You conduct tours of the facility to potential customers from around the world. It is important to make the customers feel welcome and highlight the quality services available at the multiplex. Today, you are conducting a tour for Chinese delegates and are unsure how to take into consideration the differences in culture during the tour.

You decide to research the Chinese culture by speaking with a friend who lived in China, contacting the local Chinese association, and searching the Internet to determine if you should adjust your tour in order to provide high-quality customer service.

After gathering information from these various resources, you make two lists: one of things you can do to make the delegates feel welcome, and another of things not to do.