Customer service (also know as client service) is the provision of service to customers before, during and after a purchase (Wikipedia, the free encyclopedia). In the case of Rostos Tavern, customer service meant letting the clients recognize the superiority and the high value that they maintain on space and quality including the meticulous details to all their services.
In a nutshell what management is doing is proving to the customer that they are indeed first class. However, the likelihood that customer go there out of curiosity only, or merely to find out if this is so, should not be discounted. Or the chance that a repeat customer bringing along some friends is an attestation that these are indeed loyal customers, might be an obscure interpretation because they might just want to substantiate what they tell their friends about the place.
Our study is to find out how to make clients come back not primarily because of the ambiance and the meticulous attendance to details (for that is what is expected from any so called first class restaurants), but because they are so attached to it from the satisfaction they get every time they visit the place.
Review of Related Literature
Dr. Stephen Covey (2003) is a hugely influential management guru who came up with seven habits of highly effective people
Be proactive- The ability to decide response to stimulus
Begin with the end in mind- Consider your aims
Put first things first- While the 2nd is mental this one is physical, organizing and implementing activities
Think win-win- A co-operative effort with others. Win-win