Modern Market Eatery announced its new internal guest relations department. The new team is a one-stop shop for all guest needs and enables individual restaurants to offer enhanced customer service within their four walls.
“Hospitality is our focus,” says Tammy Haselhorst, guest relations manager, Modern Market. “Bringing customer service in-house creates a better guest experience across the board. Guests speak to knowledgeable Modern Market employees who offer faster, more convenient and more authentic resolutions. Now the Modern Market experience is present at every touchpoint.”
To help route guest communication to the internal team, Modern Market turned to Five9, provider of the leading cloud call center software. Five9 queues every channel for the brand, including calls, voicemail, email and website chat, and provides robust reporting.
“Five9 is proud to partner with Modern Market Eatery to assist their agents in providing extraordinary customer experience,” says Dan Burkland, president, Five9. “Today, customer expectations are at an all-time high. To meet these heightened expectations, companies need to deliver exceptional customer service that transforms customer experience into customer loyalty and trust.”
After extensive in-restaurant and guest service training, the team, based in Denver, Colo., resolves guest issues in real-time Monday through Friday 5:30 a.m. – 9:30 p.m. and Saturday through Sunday 6:00 a.m. – 9:30 p.m. MST. They service all of Modern Market’s locations, including those in Arizona, Colorado, D.C., Maryland and Texas.
Investing in guest relations has supported the company’s overall goal of increasing off-premise presence. With call volume exceeding expectations, the guest relations team has captured exponential phone-in and catering orders.
Prior to developing the guest relations department, Modern Market utilized third party vendors and other internal teams to manage some of its guest relations needs.
