Customer Service

Customer Service

Customer service is a great way to build a reputation within a company along with marketing. Customer service is providing support to customers. It is about answering questions, and helping when needed.

In any business, customers are everything. It is important to build relationships. Customers want to buy from a company that has quality products. Customers want to be valued. This is why it is important to respond to customers in a timely manner. Their complaints need to be taken seriously. The benefit of building relationships with customers is gaining a positive reputation. Providing great service encourages customers to continue doing business with the company. It gives a reason for previous customers to refer their family

and friends to the business. Without customers, a business cannot be successful.

Smart Goals
As a brand new company, it is important that we focus on customer service in order to grow.

We have multiple goals for our customer service department. Many of the customer services goals pertain to training our employees. This includes calling customers by names, showing enthusiasm when talking to customers, following up with the customers, and showing empathy when dealing with complaints. Another part of our plan deals with providing a functional website with FAQ that is easy to access. Our smart goal will be to respond to all customers that walk through the door within a minute. Customers online should get responses within a day. All customer issues should be solved within an hour. Another goal is to get over 50 likes on the bar's facebook page within 3 months.

Training

Training is all about teaching people in order to improve their performance in a certain area. We will be focusing on engaging our learners. We want them to have hands on experience. Our training will have specific goals. That is measurable and attainable.

Hiring

For hiring, the bar will use various sources. The sources that will draw applicants include CareerBuilder, LinkedIn, Facebook, and employee referrals. What source is determined by the qualifications needed to complete the job? For example, if the bar were hiring a supervisor they would go through LinkedIn, and referrals. If the company needed to hire a server, they would go through CareerBuilder, Facebook, and employee referrals. Referrals are

a great option that requires little advertising.

Training Program
Our training program will be teaching employees through three primary sensory receivers.

This includes visual, auditory, and kinesthetic. Even if employees have previous job experience, they will be trained using the same methods. Employees first week on the job will be devoted to training. It does not matter what position they have they will be trained on customer service. Every 6 months employees will spend a day of retraining. This is for quality assurance. A lot of policies and procedures change this is to assure employees are up to date. Prior to the first day employees, will receive an information packet. This will provide contact information if they have any questions, and will tell them they need to bring forms of identification the first day. On the first day, employees will be introduced to the business. The employee will be familiarized with fire and emergency procedures. Employees will be assigned a mentor if they have any questions after the training week this is the person to ask. During the first week, it will be focused on doing everything in a particular manner in order to maintain consistency. During this week, feedback will be provided consistently each day. Every 6 months employees will work with trainers again for a day and receive feedback. In order to measure our employee's performance random checks will be done. Mystery shoppers will give feedback every 4 months. Other employees will give anonymous feedback about their co-workers every month. Every 6

months a trainer will evaluate the employees. The employees will be judged on quality of work, professional appearance, and punctuality, and attitude.

Coaching
The bar will be coaching employees throughout their employment. It is important to inform others on their job performance. There is various ways to motivate employees. This consists of individual respect, challenging work, encouragement, financial security, opportunity to express creativity, and opportunities for advancement. With a wide range of people, it is hard to find a happy medium to motivate employees. The solution is to offer multiple types of motivations. As a bar, the motivation that will be used is respect, encouragement, opportunities for advancement, opportunities to express creativity, along with financial security. Respect is important. It is necessary that as team everyone be respected. There will be consequences for inappropriate behavior towards co-workers. The team will support one another in the training process people from a higher level will know how important it is to encourage employees. The bar will be as financial competitive as possible. If employees have ideas, they are encouraged to bring them up. Employees are a great source for new marketing ideas, or innovative or better ways to run the business. Employees will be encouraged to speak up. If an employee wants to learn, a new area that is awesome having an employee climb the ladder is ideal for management. The employee gets advancement and the company gains a more qualified player.