Top 5 Customer Services In Malaysia

Each café has their distinctive practice of customer service. Some maybe similar to the other and some can be totally distinguished oneself from the others.

Somehow or eventually it may become one of the marketing tools to the café itself.

However, here’s a list of essential services which may be well recommended to start the vibe and improvised from –

Initially ‘greetings without fail’, is the first ever gesture to be practised in every retail business, be it in café, apparels or beauty stores worldwide. Even luxury retail stores put very much attention on whoever walks into their store. (Include scanning and judging customer’s possibility of bringing sales to their store. Well, I have yet to walk into any of the kind of retail however it’s been what everyone says.)

Each of us was once a customer, walked into a retail store or a café, being annoyed or felt delighted the moment we stepped in or during the consuming or shopping experience and finally out of the premise. Why are we not relating these related insights into our service preference?

There’s no wrong putting ourselves in customer’s shoe and think from their perspectives. Just not putting our view in customer’s perspective too much, as that might turn out to be not an insightful observation to us.

Yes it’s one of the crucial service is to greet when a consumer walks in. The vital point to win a customer attention is to give him or her, the attention – to indicate an acknowledgement of his or her existence in your premise meanwhile initiating your appreciation by welcoming him or her to your ‘house’.

This is why at the greeting point of time, your face expression and eye contact for as long as 10 seconds at the minimum is the winning point to every customer.

Little did they know, customer love attentive listeners, not just to reply to their questions but because they really don’t know what to eat! Unconsciously. So just give em a name! or another! Until they say, ‘ok let’s try this!’

Somehow, you really need to take note if this is a particularly sensitive-to-certain-ingredients type of customer. This is crucial – reason is you don’t want to be highlighted next, negatively on social media or news, do you?

Meanwhile, you are able to portray your attentiveness to your customer like a piece of cake!

So if you’re not busy, don’t just chuck out the menu and walk away! Cause that’s falls under rude, in a blacklisted-customer-service-list. Or better – stand there awkwardly for order. At least, say, ‘Do you need recommendation or you have something in mind yet?’, ‘May I / I shall get back to you in a while if you need any suggestion?’ when you’re busy.

Regular customers usually simply need us to remember-by-heart their consuming habit – name, occupation, hobby, most important, their order! It’s ok to forget at times, it’s exceptionally forgiveable. However, most of times, make a practise to write down or keep a copy of their receipt to relate it to their names or allergies, in order to remember.

Since my previous blog I’ve stressed on attention. Never the less, very few but there are times they do mind if we give too much attention. Depends if you are aware of what type of customer you’re gaining.

Of course at times we shall leave customer at their own so we do not annoy them. At times, it still depends if they are bringing a laptop, a book, a tablet, a girlfriend or boyfriend, wife or husband, friend(s), pet(s)… you list it.

Otherwise, some might need your time to socialise. That’s where you shall smartly delegate attention as a team to your customers. If you do not have tricks up your sleeve, find the one who’s better than you, and exchange task with them. If you’re the one, don’t get too cocky and forget to attend to other customers.

Working in service for more than 3 years, there’s ever one thing that for sure I wouldn’t do at other cafes. Unless things really bad happening on me. Giving feedback.

Of course! Everyone welcomes compliments! Now feedback, is neither complimenting nor complaining. It’s either helping each other to improve or maintaining what’s really good in your café.

Be, well, positive to any feedback. Encouraging your customer to say their feedback is one hell of a service that will keep your customer coming back. Imagine they planted some thoughts in your café, they’ll feel belonged to your café. Either you’re performing as they say or not, isn’t important at all, cause in the end, it’s the matter of if you want the improvement or not.

Some customers thought they shouldn’t say too much and some might say too much. However, it’s crucial to handle it positively and professionally. We’re all adults, not kids that will upset or crying when things didn’t go what they expected. We must learn to take it in and change it to a positive impact in return.

Each feedback shall be greeted with acknowledgement and encouragement. Reward? If it really benefiting in your marketing point of view, why not? Learn to be thankful is one of the humanity manner in customer services.

Last but not least, this one little gesture that I love to do most when customer is leaving the café – seeing them off. I love cater time for customers instead of looking at my phone. Building rapport is more important or self time while at my duty hour? Of course building rapport, who doesn’t want some recurring sales?

During my service in one of my best friend café – it’s a small premise and rich of warmth and joy, keeping the door closed is crucial at the location. Otherwise, we might have unnecessary company like fly visiting in.

Instead of reminding customer to close the door, I’d love to walk em out and seeing them off with closing greetings like how we say goodbye to our friends – Be safe! Drive safe! Wait for your good news! Etc.  Then, I could keep the door closed.

For new customers walking in, I could simply welcome and greets them and then closing the door.

People say little gestures of courtesy helps to build bonding with our friends and family. Little did they realise, customer is as good as our friends and family. Having this mindset, we can do more than basic services to our customers meanwhile we knew exactly how to delegate our attention them too.

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