Restaurant Customer Service Stats/Tips from New York Times best-selling author, Jay Baer
Jay Baer, who argues that today’s customer service is a “spectator sport” and that companies who do not answer every customer complaint across every channel do so at their own peril.
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To dominate the online customer service game, Jay recommends that restaurants take on the following habits:
- Answer complaints everywhere
- Embrace complaints as feedback
- Reply fast – in less than 24 hours
- Don’t take negative complaints personally
- Understand who complains, and why
- Communicate with clarity
- Nudge diners for reviews – even negative ones
- Treat feedback as a gift.