In an industry where customer service is often the most important element of success, a top-down approach to customer interaction has been increasingly popular.
While a customer service consultant can help an individual or small business manage their own needs, it is often more effective to have a company’s own customer service specialist, or “navigator,” that will help manage their experience and provide support to customers.
While these navigators can provide a service in the restaurant itself, they can also be helpful in navigating the restaurant’s various menus, including the menus of the chain restaurants that serve it.
Popeyes has a Navigator, but not many people know that, according to Dr. Robert J. Barchard, a food safety expert at Columbia University.
“It’s important to remember that you don’t need a Navicer to help you navigate,” Barcharard says.
“You need a good navigator to help manage your experience.”
When it comes to the restaurant, one key area that navigators must take into account is customer service.
“The key to great customer service, and especially the key to a successful restaurant, is to be responsive,” Banchard says, “and be prepared to provide good customer service.”
Barchart points out that customers can expect a variety of things from a restaurant.
For instance, “The goal is to have as many customers as possible,” Bancard says “You want to give them the best possible experience.”
Banchart says a restaurant can use a variety from simple customer service calls to a full-blown restaurant tour to help its patrons navigate the restaurant.
“Navigators are a great tool for that,” he says.
Navigators help guide the customer to their desired experience.
When it is time to leave a restaurant, Bancart recommends a restaurant manager to inform customers that their reservation is being canceled.
The restaurant manager will explain that they need to change their reservation to something that is more convenient and allows them to complete the meal quickly.
In addition, the manager will remind customers to check in with the restaurant manager and the restaurant before they leave.
For some restaurants, the customer will be provided with a receipt and the receipt will allow them to make a cash payment to their credit card.
The credit card is not charged until the check is deposited.
“If a restaurant is paying for the service and then it’s canceled, that’s when they need a navigator,” Banchett says.
To ensure the restaurant is prepared to make that payment, Bancharards recommends ordering food from the restaurant that is closer to home.
“When you have food in your home, it’s going to be easier to make the payment,” he explains.
“Because you’re going to have that more in your back pocket.
And because you can bring the food in with you.”
The navigator will also be able to help make sure the restaurant has food available in the future, if they decide to open up a restaurant in the near future.
Bancar’s recommendations include providing your customers with a prepaid debit card, such as a Visa card, and providing a credit card that allows you to make payments for the restaurant using that card.
He recommends using a debit card that is a “signature” type of card that can only be used at the restaurant for certain purposes.
This type of cards, called “signatures,” are issued by companies such as MasterCard and Visa that provide customers with access to a range of benefits, such a access to their card balance, a debit-card-like payment option, and more.
A more advanced Navigator will be able handle more complex and complex tasks like setting up reservations and paying for food.
When a Navitor is on call, they may be required to contact the restaurant to ensure they have all of the required paperwork.
“What you have to do is take the credit card, the receipt, and everything else that has to be done,” Barge says.
When the restaurant does not have time to prepare the meal, the navigator should inform customers the food is ready to eat.
“I think the navigators are the most effective people you can have on your staff,” Barcard says in his article.
“They really are.”
Navigators are also able to assist with any problems customers have with the restaurants food, such with food safety, or with the staff.
“Your customer service person is going to help,” Barancard adds.
“Whether it’s a restaurant or a chain restaurant, if you have a problem, you have someone on staff that can help you.”
Bancars article in the New York Times provides more details about the importance of a navigators skills, and the importance Navigators have in the health care industry.