Customer Experience Warriors

Dear Team Member, once you have Read and Understood the following information please complete the Form and the bottom of the page so I can know you have seen this information and agree to it! I really appreciate your time! Justin

As a valued Team Member at Miss Claudes, we would like to further enhance our service, and we invite you to be as not just Customer Service member, but become part of our our dedicated team of

CUSTOMER EXPERIENCE WARRIORS!

The customer experience is the central focus point and the most important aspect of our business, and by ensuring that ALL our customers have an outstanding time with us, it is a sure way for them to return, and bring along more family and friends to enjoy not only our unique and delicious cuisine, but will experience our first class hospitality.

Below is a list of points which are supremely important and that we would expect from our Customer Experience Warriors to perform as part of your role here. Ignoring these basic principles will only leave our guests with a lack-lustre impression and reduce our chances of them coming back!

1: BE SUPER ATTENTIVE - THIS IS THE NUMBER 1 PRIORITY!

Always be aware of customers as they arrive and ensure they are ALWAYS greeted with a warm smile , and assist them in being seated, provide menus, water etc. It is not acceptable to leave customers waiting while you are engaging in a conversation with other team members. Follow the script when seating guests

2: KEEP THE PRESENTATION OF THE PLACE IMMACULATE

Clear and Clean Tables immediately when customers depart, ready for our next guests. It is a good practice to clear tables as much as possible BEFORE guests leave. Ensure the Table Caddies are replenished and the table is properly wiped. Walking in with dirty tables is unsightly and shows laziness and a lack of respect for the business and our guests.

3: TABLE CHECKS ON CUSTOMERS EXPERIENCE

It is essential to routinely ask customers while they are seated “How was everything?” and if you can clear any of their finished plates and cups. Ask them if “They would like anything else?”. Your interaction with our guests shows them that they are valued

4: COUNTER ORDERING PROCEDURE

When customers order at the counter, ALWAYS repeat their order back to them before finalising.

Upselling is important to our success, and if they haven’t ordered drinks or sides, suggesting this to the customer is compulsory. Always ask if they are part of our Loyalty Program.

5: LOYALTY & REWARD PROGRAMS

It is essential that you familiarise yourself with our new Loyalty Programs, and inform EVERY customer that it is available to them, and be able to answer any questions they may have. We have installed new programs to simplify the process for both Staff and Customers.

For Counter Ordering we have our StampMe App, and encourage customers to sign up.

Let Table Ordering Guests know there is a new Loyalty Program for our Online Orders.

6: COMPLAINTS HANDLING

Any complaints should be addresses without any defensiveness. Most customers with a complaint only want to be heard. If it is reasonable complaint, just fix or replace it! If not, get the customer details and pass it on to your Manager or myself if necessary!

7: ALWAYS THANK OUR GUESTS FOR COMING IN

It is such a great habit to Thank our guests when they are leaving, and let them know that you look forward to seeing them again soon!

8: YOU WILL BE REWARDED

In my experience, providing and outstanding experience and interaction with every customer makes me feel great and boosts my own energy! As the saying says, you get what you give! So embrace the energy of being a motivated Customer Experience Warrior!

Being a Customer Experience Warrior is not limited to Front of House Staff, but to ALL Staff members, as everyone on the team is just as important to a satisfied experience, from consistent and well presented food, fast turnaround service, sparkling clean dishes, team work etc.

As our acknowledgement to recognise outstanding performance, we will be implementing a Customer Experience Warrior of the Month, and a staff member from each store will be Awarded a $50 Gift Card or something equivalent!. This will be decided by you, our staff, our managers and myself! We will look at reviews, loyalty program sign-ups, upselling skills, and I will be making random visits to the stores.

Thank you all again, and look forward to seeing you all in store! Justin