Case Study: Service Excellence for a Singapore Restaurant

Problem

The increasing demands and sophistication of the customers coupled with the challenges of the labor’s productivity and skills in the Food and Beverage industry have prompted Organization to develop a Customer Focused Strategy that will shift from the product-based to experience-based selling, and consistently delight every customer within whilst attracting and retaining positive and talented workforce.

Solution

Through series of workshops, group discussion and training sessions designed to provide the workforce with the knowledge and tools necessary to implement and maintain the service standards.

It involves:

• Mystery Shopping and Dining at the targeted customers;
• Conduct of transfer learning through workshops on the importance of service standards for the Singapore Business Excellence Niche Standards for Service Excellence Framework;
• Benchmarking study of direct and indirect competitors and world class organizations;
• Facilitation of Group Discussions on incorporating best practices and redesigning the core process;
• On-site training and coaching of the kitchen and service staff; and the conduct of Service Audits.

Results

The Smart Service program has assisted Organization to heighten the awareness for Service Excellence amongst her workforce, identity touch points, set service standards, improve staffs’ skills and knowledge, and increase customer satisfaction and sales performance. It has indeed been rewarding as it raises the workforce awareness about Service Excellence.

Every interaction with customers is crucial and we’ll strive to deliver the unique customer experience. Service standards were improved and Customer Satisfaction Index was tracked.

The overall score for Pre-Mystery Dining Audit and Post-Mystery Dining Audit showed an improvement of 18.5%. The Ratio of Customer Compliments/ Complaints tracked showed a significant improvement of 374% from 1:3 prior to 1:0.6 after the Smart Service Program.