People are critical elements in the successful delivery of Services. Explain?

Absolutely yes. We know that in service based organization the main asset is People. Invest on people for better profitability, growth and revenue. 

Indeed very true statement.

without their

-determination

-dedication

- will to do things

- sincerity

few attributes i mentioned and lot more are there...without which the successful delivery is not possible. Thanks

Agree with all =====================================

Agree with the expert answers here

Customer service is part and parcel of our everyday existence, it should be the very reason for our existence and not a chore to be endured. Good businesses ENJOY giving great service...and they subsequently enjoy success. When we have satisfied our customers, they not only help us grow by continuing to do business with us, but recommend us to friends and associates as well.

Making your customers satisfied by the services you offer to them you have to note all this in your services; respect your customers, understand their needs,listen to them attentively, always respond positively and have an excellent services always.

I totally agree to this because first of all, people are the ones who conceptualized the delivery of service. Services are thoroughly analyzed and studied to meet and or exceed the expectations of customers. And of course they are the one who deliver it too. 

Successful organizations view customer service as a corporate responsibility. Ownership belongs its people or to all employees and is realized within a team-based and empowered organizational structure that supports associates in meeting customer needs.

1.  Broad empowered teams focused on external customers

2.  Teams measured and accountable for business results

3.  Performance incentives and rewards · ‘Menu’ of training and education opportunities

4.  Information, resources and power in hands of associates in direct contact with customer

5.  Horizontal team structure where management supports associate in satisfying the customer

6.  Team involvement in continuous improvement process .

The underlying people principles are based on developing and retaining customer contact associates who are valued, knowledgeable professionals that provide bottom-line benefit in both productivity and customer interactions.

First: Organized Associates

·        Cleary defined roles, responsibilities and career development

·        Effective work force management ·

Second: Skilled Associates

·        Hiring standards defined

·        Intensive multi-disciplinary training curriculum that includes formal customer relations, service offerings, technology, proactive selling and customer contact etiquette

·        Cross-functional team skills to ensure the ability to backfill and provide appropriate coverage at the customer interface

·       Investment in ongoing, new service training

·       Performance shortfalls addressed with counseling and further training

 Third: Motivated Associates

·        Energized via recognition, awards and bonuses for superior performance and suggestions

·        Accountability for end-to-end performance and customer satisfaction

Fourth: Empowered Associates

·        Act on customer needs and have the pre-defined level of authority to waive charges/fees to maintain customer satisfaction

·        Assume ownership for customer excellence

·        Supported by the appropriate knowledge management tools for consistent decision-making

·        placing information, resources and power in the hands of the associates that are in direct contact with the customer

The customer contact personnel are the most critical factor affecting success. An efficient structure supports associates in meeting customer needs – with the necessary investment in the environment, skills and knowledge of associates. 

Business Planning

This is the start of all activities. An effective plan defines "winning." The vision and mission of your company must be clear. Once written, an effective Action Plan must be developed. The Action Plan is an essential road map that guides you towards your Summit. Only through consistent and lasting implementation will you achieve your Summit. Our coaches guide you through the business planning process and then ensure successful implementation through regular followup.

Financial Management

Profitable, sustainable growth can only happen with a solid understanding of your numbers. More than just dollars, "Knowing Your Numbers," refers to the meaningful tracking and reviewing of the key financial and non-financial drivers of your business. Non-financial data often includes sales and productivity tracking. Once the driver are understood, a living budget can be created. Along with the Business Plan, the budget adds to your roadmap towards "winning." It provides the goals against which you will measure success.

Marketing

This is the driving force of your business. A business must have a constant flow of leads that will keep you in the public's eye, and will ultimately be the foundation of your growth. True success is achieved when a business is always marketing. And every employee, at every level is involved. Our coaching team is up-to-date on the latest marketing trends and can help you make sense out of a shifting business environment.

Building a Team

This is probably the most important and most overlooked aspect of running a successful business. Ask yourself this question: What do I do? Answer: hire people and teach them the systems that run the business. You must find great people and empower them to help you grow your business and satisfy customers (better than you can). Implementing systems to recruit, hire and train employees is a foundation to Reaching Your Summit.

Customer Service Strategy

"Moments of Truth," happen every day with your customers. Are you certain of what your employees are doing and saying in these moments? These events should be scripted and trained. If you write a script and practice it, you will achieve more consistent results. Your entire team must understand the importance of every interaction with customers as an opportunity to succeed.

Sales & Estimating

This is the cornerstone of profitability. Sales is not a complicated or mysterious process; nor is it random or irregular. Following a consistent process will bring more consistent results. Do you understand why your customers are buying? Are you able to quickly dis-qualify non-buyers? Can you bond well with them and build rapport so that dealing with objections is about more than price? Additionally, tracking the volume of leads and closing rates reinforces your planning and provides accountability for your team.

Continuous Improvement

You have reached the Summit when your business runs itself. Effective systems are reliable, repeatable, and deliver a consistent profit. In addition, formal implementation, management, and process improvement programs ensure continued success. Imagine every system working together in total perfection. The true value of your company is not grounded in its assets, customer lists or even its people. The true value of your company is in its systems.

Thanks for invitation

I think yes, because good service need to build good relation so it need human source to build this relation & serve the costumers.

yes offcourse dependent on good follow and service

Customers have a wide variety of options for ordering their take-out food, from phoning in an order to entering order information online. The following are the most common ordering methods:

• Telephone. In 2007, about 10% of all restaurant orders were made over the phone.2 Although this statistic appears small, the telephone is still the most common method of placing take-out and delivery orders orders.
• Online ordering. According to the National Restaurant Association, restaurant websites are typically visited by 48% of adults 3, and about 13% of consumers have used the internet to place an order for take-out or delivery. 4 This is convenient for people placing large orders and modern POS systems can often handle online orders with ease.
• Text messaging. Many restaurants are moving beyond traditional telephone orders. For instance, Papa John’s Pizza is now equipped to receive SMS or text message orders from personal cell phones or devices. For the young adult and teenage market, text message ordering is a fast and convenient way to order food. Advances in ordering technology can provide greater convenience and speed for hungry customers.
• Drive-thru. While drive-thrus are traditionally associated with fast-food chains, many independent quick-service restaurants, especially ice-cream shops, coffee joints and sandwich restaurants, are taking advantage of this popular ordering method.
• Walk-ins. The faster your take-out service, the more likely you are to find customers walking in for to-go orders. Try to accommodate your walk-in guests with speedy, friendly take-out services.

Accuracy is important in any restaurant, but even more so with take-out orders and delivery orders. Ways to ensure accuracy are listed below:

• Get it right the first time. With take-out or delivery orders, the waiter does not have the chance to run back to the kitchen and grab the side of mashed potatoes he forgot when he delivered the food. In fact, there are no waiters involved in take-out or delivery orders, even though a server or designated take-out staff member may deliver food to the car. There is only one chance to get it right, or else the customer’s meal might very well be a total disappointment.
• Have an accurate order-entry system. Be sure you have an accurate order-entry system, such as proper Point of Sale (POS) software, as well as a staff who understands how to complete their tasks correctly and efficiently the first time.
• Check for accuracy during preparation. There should be quality control checks as well as accuracy checks along the line of production before any food order reaches the customer’s hands, just as there would be for any food going to a guest within the restaurant walls. The customer expects every item to be present, including salad dressing, bread and sides.
• Hot food hot. Food service works often use the saying, “hot food hot, cold food cold” to maintain food temperature standards. This saying holds true whether the meal’s final destination is a table in the restaurant dining room or the customer’s table back home.