Customer service skills matter just as much, if not more, than computer skills

Wednesday, July 7th, 2010

Technology is everywhere – The Ipad and Smart Phones, Twitter, Facebook, Cloud Computing, Software-as-a-Service, new versions of this, expanded versions of that. It’s overwhelming – and very exciting.

Technology has proven to be a valuable resource to the hospitality industry.  Customer facing technologies like kiosks and online reservation systems, as well as front-of-house software applications are helping venues better manage their businesses from the hostess desk to the floor to the kitchen. Businesses using the right technologies the right way are seeing efficiencies, productivity and revenues at levels they haven’t seen before.

One study from the Center for Hospitality Research at Cornell University called Customer Preferences for Restaurant Technology Innovations highlights the impact customer facing technologies like kiosks, pager systems and online reservation systems can have on customers, as well as restaurateurs. http://www.hotelschool.cornell.edu/research/chr/pubs/reports/2009.html.

Here’s a twist – technology, if implemented without thorough examination or simply used incorrectly, can hinder a business’s ability to grow and properly service customers. More time spent troubleshooting software or staff relying too heavily on the tool rather than spending face time with customers can be a detriment that compromises the integrity of your business.

Regardless of the latest technology tools and trends, it’s important to look at your selection from a customer service standpoint. Tools that detract from customer care will hurt you in the long run. Tools designed to help you service your customers and treat them like VIPs is a worthwhile and smart investment for the long term.

And it’s also important to remember that your customers don’t always know, or necessarily care, what technology tools you’re using. Ultimately, they care if the food is good, the price is right and the service is spot on.