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How Restaurant Customer Service Evolved This Past Decade


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Restaurant customer service evolution has evolved this past 10 years. The rise of technology, the advent of smartphones and online platforms, restaurant customer service has become more digitalized. Customers can now make reservations, place orders, and even give feedback through mobile apps and websites. Additionally, many restaurants have incorporated self-service options like touchscreen kiosks, reducing the need for traditional in-person interactions.


Emphasis on personalization:

Restaurants have started focusing more on providing personalized experiences to customers. With the help of customer relationship management (CRM) systems and data analytics, they can gather information about customers' preferences, dietary restrictions, and past orders to offer tailored recommendations and promotions. This personal touch enhances overall customer satisfaction.


The influence of social media: Social media has become a powerful tool for customers to express their opinions and experiences. Restaurants now actively monitor and engage with customers through platforms like Facebook, Twitter, and Instagram, responding to reviews, answering queries, and addressing concerns promptly. Social media has amplified the impact of customer feedback on a restaurant's reputation.


Increased dietary awareness and customization: Over the past decade, there has been a significant increase in dietary restrictions and preferences, such as vegetarian, vegan, gluten-free, and allergy-conscious diets. Restaurants have adapted to these changes by offering more diverse menu options and being transparent about ingredient sourcing and allergen information. This flexibility and customization have become crucial aspects of good customer service.


Employee training and empowerment: Many restaurants have recognized the importance of well-trained and empowered staff in delivering excellent customer service. In the past 10 years, there has been an increased investment in employee training programs, focusing on soft skills, product knowledge, and conflict resolution. Empowering employees to make decisions and solve customer issues independently has also become more common.


Contactless experiences and safety protocols: The COVID-19 pandemic has drastically changed the landscape of restaurant customer service. Contactless experiences, like digital menus, touchless payments, and curbside pickup, have gained popularity to minimize physical contact. Restaurants have implemented strict safety protocols, including frequent sanitization, mandatory mask-wearing, and social distancing, to prioritize customer and staff safety.


Overall, the past 10 years have seen the restaurant industry adapting to changing customer expectations, technology advancements, and the impact of external factors like social media and the pandemic. The focus has shifted towards more personalized experiences, digitalization, and ensuring the safety and well-being of customers and staff.

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