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customer service

Operations

How third-party deliverers stack up on service

A test by 1,400 mystery shoppers shows some definite differences in wait times and the management of expectations.

Operations

This week’s restaurant nightmares: Sick and tired

The pain foisted on restaurants this week wasn't always deserved—just ask Chipotle. But that's what made those predicaments so nightmarish.

The updates include changes in the chain's catering program, new digital enhancements, and a contribution from a Starbucks veteran who's been brought onboard.

Gift card programs are beneficial for top-line revenue, but at the same time, they can become a drain on accounting resources and add friction to franchisee relationships.

The most celebrated success with a no-tipping model says the transition wasn't as easy as it expected.

The most celebrated success with a no-tipping model says the transition wasn't as easy as it expected.

Consumers say these restaurant chains provide the best guest pampering.

Only a stretch can explain this week's blunders, mishaps and cons.

Complaints are unavoidable in restaurants. But how operators handle issues often dictates consumers’ brand perception, as well as their willingness to return.

Most of us don’t need to lick an electrical outlet to realize it’s dumb. But that class of assumptive learning often escapes people who work and eat in restaurants.

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