Tuesday, April 26, 2016

Tech support shouldn't say, "We'll get back to you in 24 hours"

You are in the middle of a very busy Saturday night service with guests trying to get on the waiting list and every table seated. Then your FOH system has a technical issue and you freeze. The last thing you want to hear when you call tech support is a recording saying to leave a message and your call will be returned within 24 hours. You need help NOW!

Better yet, you don't want to be on the phone at all. It's poor customer service to be seen by guests to have a phone up to your ear while continuing to talk to them. Not only is it rude, but if they can tell it's tech support, they get frustrated as well knowing something is wrong and they might get lost in the shuffle.

The better way to go is via online chat. You can discreetly hold a conversation with tech support without the guest ever knowing. You can talk to the guest, take their name, even seat them, all while tech support is quietly waiting for you to return to continue your conversation.

Tech support should also be able to access your machine in order to diagnose and fix the issue. These days there are remote access services which allow the tech support adviser to access your machine and "drive" it. Tech support should be able to remotely watch you perform the actions and then show you steps to take as they fix the issue from hundreds of miles away. 

Rezku offers live customer service by chat or by phone when you need it. Our tech support is available from 7am to 10pm Pacific every day. 

Our customers love our service...

"Best of all, Rezku provides you with unparalleled customer service that is immediately reachable at any given moment of need." The Boundary House

"Everyone at Rezku that we encounter is ready willing and able to help us day and night. They want to help us make the system work best for us.  Customer service gets an A+!" Taste Restaurant

Contact us at 844-697-3958 to find out the best products and prices for your restaurant(s).




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