Customer Service in the Blackshop Restaurant Case Study

Customer Service in the Blackshop Restaurant - Case Study Example Faced with the challenge of abandoning the manual system of managing reservations for the electronic one Alec Cerny had quite a tough decision to make. Â  The CHG was handling a good number of customers on a daily basis and in terms of operational efficiency, this required a very sophisticated system of managing reservations. The main problem to be tackled by the management at HCG was having a very efficient way of managing reservations in order not to lose customers while at the same time avoiding piling of pressure on available resources. The Backshop restaurant and affiliates were still using the manual way for making reservations where the customer could make phone calls and negotiate check on time and table choices with managers. One disadvantage of the manual system was that the information captured was inconsistent and was not easily transferable from day to day. Its transferability required extra labor and as such often was not done. another disadvantage arose especially when there were many customers calling in that anyone could step in and assist the managers; staff taking the reservations sometimes could bow to the press ure of customer when fixing check-in times causing bottlenecks to the bar& kitchen and limiting the restaurant's ability to turn the tables an extra time. Â  Procuring the reservations management software from OpenTable would assure consistency in customer information captured. Going electronic also meant keeping up to date with trends in business and customer service management as the future lies in technology. More people will do their things online in the future and as such it a worthy course. The system will assist the restaurant to save on time, cut costs, improve service, increase efficiency and ultimately attract repeat customers. The software also presents a unique opportunity to develop a good customer database, and allow sharing information between the restaurants.