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Kichi-Kichi is a system of hotpot bar restaurant which appeared in 2009 on Ha Noi market. Its freshness and originality make it successful.
Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 NATIONAL ECONOMICS UNIVERSITY English for Business Department Faculty of English for Economics CAO THI THUY LIEU CUSTOMER SERVICE RECOMMENDATIONS TO INCREASE SALES FOR KICHI-KICHI HOTPOT BAR ON 61 MA MAY STREET, HA NOI Field: Marketing Code: Supervisor: Ms PHAM THUC ANH MBA Hanoi, May, 2010 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 ACKNOWLEDGEMENT The writer would like to show thanks to Ms Duong Hoa Mai, Customer Service Executive and Ms Le Bich Diep, Marketing Executive and other staff at Golden Gate Trade & Service Joint-Stock Company for their help during internship The writer has the honor of expressing deep gratitude to Ms Pham Thuc Anh who whole-heartedly gave directions Due to limited time and ability, this report is inevitable to be present of mistakes and inappropriate aspects So the writer is looking forward to all comments from readers to improve the writing better Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 TABLE OF CONTENTS EXECUTIVE SUMMARY INTRODUCTION CHAPTER 1: INTRODUTION OF THE COMPANY WITH THEIR PROBLEM Golden Gate Trade & Service JSC and Kichi-Kichi system .5 Problem statement .7 Research methodology Research scope 10 CHAPTER 2: THEORETICAL FRAMEWORK 11 Customer care or customer service definition 11 The importance of customer service to business 11 Requirements on customer service 16 CHAPTER 3: ANALYSIS AND FINDING .19 Real state of using customer service activities at Kichi-Kichi Ma May – Customer satisfaction evaluation 19 Reasons for sales decrease 28 CHAPTER 4: RECOMMENDATIONS TO INCREASE SALES 32 Satisfying customers by suitable product, price and promotion policies 32 Finding new target groups and satisfy them .33 Training for employees .34 Saving marketing budget by investing in selective channels 35 CONCLUSION 36 APPENDIX 37 Comment card 37 “Eat Free 1” leaflet 38 Result of the survey in January, 2010 .39 ` .39 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 The result of survey in April 2010 40 REFERENCES 41 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 TABLE OF FIGURES Table: Table 1: Revenue of Kichi-Kichi in first months from flotation .8 Figure 1: Reasons for Switching to another Vendor 13 Table 2: Effect comparison 21 Table 3: “Eat Free 1” effect .22 Figure 2: Result of survey in week 4, January, 2010 23 Figure 3: Result of survey in week and week 4, April, 2010 24 Figure 4: Result of survey in week 4, January 2010 25 Figure 5: Result of survey in week and week 4, April, 2010 26 Table 4: Competitor analysis: Ha Noi – F1 .28 Figure 6: SWOT model .30 EXECUTIVE SUMMARY Kichi-Kichi is a system of hotpot bar restaurant which appeared in 2009 on Ha Noi market Its freshness and originality make it successful However, a unit on 61 Ma May Street (Kichi-Kichi Ma May) is an exception with its decrease in sales This problem can be caused by many reasons but in this study on the topic “Customer service recommendations to increase sales for Kichi-Kichi hot pot bar restaurant on 61 Ma May Street, Ha Noi”, the researcher just focuses on reasons that belong to customer service section In this study, the researcher uses primary data from customers’ opinion poll results and observation at restaurant and secondary data provided by Marketing and Accounting Department from Golden Gate Trade & Service Joint Stock Company Primary data: • Survey: The survey is carried out daily after customers’ meal Each customer will fill in a comment card which consists of both closed and opened questions The answers for closed questions will provide researcher with customers’ data including their personal information such as name, gender, age, and communication information such as telephone number and e-mail address; customers’ evaluation to restaurant’s product and service Through these answers, the writer will also know what advertising channels are most effective in marketing restaurant’s image as well as what features can attract most customers to restaurant Besides, opened questions’ result voices the feelings and expectations of customers to restaurant at present and in the future • Observation: The researcher studies its major competitor F1by having lunches at F1 five times including two times in off-peak hours and three times in peak hours The quality of product and service of F1 will be exposed, so the researcher can evaluate its competitive power and then compare with Kichi-Kichi competitive ability In order to find out reasons that caused the decrease in sales at Kichi-Kichi Ma May, the researcher directly comes to restaurant and observes purchasing behavior and feelings of customers and service manner of employees After two weeks observing in both off-peak hours and peak hours at weekdays and weekend, researcher can know the strengths that need to be upheld and weaknesses that should be improved Secondary data: All the data about each restaurant turnover and result of promotion programs are provided by Marketing and Accounting Department from Golden Gate Trade & Service JSC The writer will collect and analyze these data According to the study result, the writer recognizes reasons of sales decrease: • Strong competitors Rivals of Kichi-Kichi exist on both Ha Noi and Ho Chi Minh City market On Ha Noi market, F1 is the strongest competitor with similar products, similar concept and similar payment procedure Direct competitors of Kichi-Kichi Ma May are restaurants and old make shift shops in the Old Quarter • Wrong place Placing in the Old Quarter, a famous tourist area, the restaurant is far from its target customers: office staff There is no car parking around the restaurant site This is a reason that makes it difficult for car-driving customers to come to Kichi-Kichi Ma May • Lack of employee With its medium size, Kichi-Kichi Ma May used to be short of human resource at peak hours English level of all the staffs at Kichi-Kichi Ma May is too low to serve foreign travelers After defining sources of sales decrease, the researcher proposes recommendations to increase turnover for Kichi-Kichi Ma May: • Strengthen competitive power: Improving product, price, and promotion policies to fit with conditions in the Old Quarter, to satisfy existing customers • Adjust to the Old Quarter environment: Finding new target customers such as children and foreign tourists and satisfy them • Attach special importance to employees training as well as the recruitment • Saving marketing budget: by cutting off ineffective advertising channels such as radio along with promoting effective channels including advertising on hoarding and on internet INTRODUCTION Eating out is popular every day in every country Consequently, restaurants mushroom in all kinds and forms Alone in the United State, it is expected that this kind of business can reach return at about USD 577 million in 2010 Viet Nam is not an exception Several years up to now, the mushroom growth of restaurants can surprise anybody Because of profit objective, businesses try to attract customer by all means Thus, restaurant business is now more competitive than ever Thus, to get success in this hard industry, it asks for the combination of many factors and among them, customer service plays an important role In the service sector, customer satisfaction is a decisive factor with the existence of a business Golden Gate is a typical company in restaurant business, and customer service is its priority care Thus, in this study on the topic “Customer service recommendations to increase sales for Kichi-Kichi hot pot bar restaurant on 61 Ma May street, Ha Noi” the writer will focus on analyzing and evaluating the effects of customer service activities used in Kichi-Kichi hot pot bar restaurant on 61 Ma May street from Golden Gate from flotation up to now, and from that point of view, the writer will offer some recommendations in order to improve customer service policy of the company To these tasks, descriptive method will be used to collect all information, and then statistic method will be used to analyze them This essay will be divided into four main chapters: Chapter 1: Introduction of the company with their problem Chapter 2: Theoretical framework Chapter 3: Analysis and Finding Chapter 4: Recommendation Art of restaurant business, Entrepreneur www.tailieu.vn CHAPTER 1: INTRODUTION OF THE COMPANY WITH THEIR PROBLEM Golden Gate Trade & Service JSC and Kichi-Kichi system Golden Gate Trade & Service Joint Stock Company is the international name of a company in restaurant business which is called Cong Ty Co Phan Thuong Mai va Dich Vu Cong Vang Situating on the 4th floor in Anh Minh Building on 36 Hoang Cau Street, Ba Dinh District, Ha Noi, Golden Gate Trade & Service JSC consists of more than 500 staffs Golden Gate Trade & Service Joint Stock Company is a foreign invested company operating and managing luxury restaurants They are proud of unique products, beautiful restaurants and hospitality service Golden Gate is one of the first companies in restaurant business with its famous brand name Ashima Ashima is a restaurant system specializing in Mushroom Hot Pot Currently there are units throughout the country centered on Ho Chi Minh and Hanoi with one unit in Haiphong The first Ashima Restaurant opened for business on the 3rd November 2005 on 44 Phan Dinh Phung Street, Hanoi Ashima mushroom hotpot is considered to be not only the first but also the best chain of restaurants in Vietnam specializing in mushroom hotpot The chain now has restaurants in total and can be found in all the major cities of Vietnam, such as Ho Chi Minh City, Hanoi and Haiphong Ashima mushroom hot pot was opened with the intention of bringing to the Vietnamese people a new concept of eating, combined with specialized service This has created a “mushroom wave” in Vietnam In 2009, company started running a new kind of drinking and service: Kichi Kichi hot pot bar with target is fast food market segmentation With price at about USD each person and the slogan “eat as much as you can”, Kichi-Kichi receives warmly welcome from urban customers 27 A joyful signal is that Kichi-Kichi six broth tastes satisfy 80% of customers, and no one scores them at “need to improve” level The result from open question part tells the restaurant what customers want and expect it to The majority of opinions (about 80%) suggest restaurant to publish member card like Ashima system, discount for groups over ten and frequent customers, and enlarge and cool the room, promote drinks or add more fresh drinks, and diversify fresh food, etc They all satisfy with service manner of Kichi-Kichi waiters and want restaurant to hold by that high quality 28 Reasons for sales decrease Kichi-Kichi faces with follower’s competition As showing in Table 1, the quantity of Kichi-Kichi customer is about 100,000 people per month, accounts for 3.6% market size Possibility of market penetration is still very high, as long as Kichi-Kichi continues to open widely and guarantee to what Kichi-Kichi has committed to customer Product Price Place Average check Good location for Combine between fine 119,000 VND/ business and dining and conveyor person (included advertising, Hanoi hotpot Pay attention VAT) city to all you can eat concept in conveyor hotpot Strength: As a follower, F1 does not take time to open new market Promotion Free dish of New Zealand beef for a month of opening Not have to spend expense for R&D, marketing Weakness: Also as a follower, customer would notice that and brand F1 would be very hard to reach the leading position Brand identity is not clean, not elegant Source: Marketing Department Table 4: Competitor analysis: Ha Noi – F1 In Table 4, you can see strengths and weaknesses of major competitor of KichiKichi on Ha Noi market – F1 F1 has advantage of price – 119,000 VND each person (included VAT) - 10,000 VND lower than at Kichi-Kichi Besides, as a follower, F1 doesn’t take time to open new market and doesn’t need budget for R&D and marketing as Kichi-Kichi Being the first-mover, Kichi-Kichi makes conveyor hotpot and “all you can eat” concept familiar with Vietnamese consumers The follower F1 which develops with similar products and concept can easily penetrate the market 29 Researcher made a research in order to understand more about Kichi-Kichi major competitor in Hanoi – F1 After five times go eating at F1, researcher find that F1 room is cooler and the price is more attractive The price at F1 - 119,000 VND per person included VAT - sounds more attractively than the price - 118,000 VND per person excluded VAT at Kichi-Kichi The design in F1 is inspired from the idea of F1 race-track with black and white checked floor that is paved under seats In two times go eating at off-peak hours on Tuesday and Sunday, the researcher sees that customers are served quite well Waiters and waitresses give customers great care However, they seem not to be professional when asking the writer for drinks three times just within ten minutes while the quantity of customers there is not so crowded In other time, the researcher has to wait them 20 minutes for drinks The environment at F1 is boring without music Furthermore, customers cannot find any handmade dish such as sushi, sausage, shrimp tempura, etc like at Kichi-Kichi Other food here is not diversified as at Kichi-Kichi, customers have fewer choices when eating Moreover, while the representative of Kichi-Kichi is an image of dynamic youth, F1 has no special image Customers coming to F1 have the same feeling like any other hotpot restaurant In fact, marketing activities such as advertising and promotion of F1 are much less than Kichi-Kichi It has no other sales promotion but a free dish of New Zealand beef for a month of opening that is imitated Kichi-Kichi sales promotion policy which provides customers a free dish of Australian beef for the month of opening From all these features, it can see that Kichi-Kichi can be confident on its competitive power Brand positioning of Kichi-Kichi is “non-stop moving”, expresses an image of modern, active and friendly youth Kichi-Kichi builds impression of differences: Conveyor of Kichi Kichi is started from sushi bar idea, but hotpot value added; focus on conveyor as center of restaurant; eating hotpot, but buffet paying Developed by Ashima, a leading brand name in hospitability business, along with its core competitive advantages including delicious food; convenient place for travelling; comfortable space; affordable price; enjoyable style and promotion; and professional service, Kichi-Kichi is confident of its ability to give customer the convenience and an enjoyable cuisine style 30 You can know more about Kichi-Kichi position on market and development ability by studying SWOT model below: Strengths Positive Opportunities Create and lead the trend of all you can eat conveyor hot pot in VN Officer has high demand of place for lunch and dinner outside of working place Consistence in branding development Focus on conveyor hot pot Style of all you can eat is popular in modern society Despite of the world economic crisis, demand of eating out is still high in cities Chain of many restaurants in VN System of menu controlling New product adding up fast Fast speed of opening outlets External Internal Short timing on the market (10 months), not enough for brand’s strength yet, especially in Ho Chi Minh City – only months Competitors appear and penetrate KK market share Appearance of new style that more attractive than hotpot conveyor Model is easy to be copied Low cost limits quality of food Lean on the conveyor too much: in case of broken, everything will be stopped Restaurants require strictly controlling system, otherwise the brand identity will not be unique Weaknesses Negative Threats Source: Marketing Department Figure 6: SWOT model 31 Being the first-mover, Kichi-Kichi has advantage of a leader of the trend of all you can eat conveyor hot pot in Viet Nam Fast development speed of Kichi-Kichi on large scale sticks its image to a large quantity of customers Although being the leader of the conveyor hotpot trend, Kichi-Kichi just is a newcomer in the Old Quarter – a well known area for its diversified eating and drinking culture In order to strengthen its competitiveness, Kichi-Kichi needs sound marketing strategies Kichi-Kichi Ma May fails to retain existing customers and attract new customers because of the wrong place and the lack of employees Firstly, Kichi-Kichi Ma May place, the most important factor to the success of a restaurant, is wrong The Old Quarter is famous for traditional and modern eating and drinking culture and streets always crowded with tourists This is favorable condition to restaurant business However, it seems not to be suitable with Kichi-Kichi Firstly, target customer of Kichi-Kichi is office staffs circle while buildings and offices in the Old Quarter is quite far from Ma May Street Consequently, that potential group doesn’t even know the restaurant existence If they want to have lunch at a KichiKichi restaurant, they will go to Kichi-Kichi on 1A Tang Bat Ho Street Besides, there is no car parking near the restaurant Thus, car driving customers have to pass a long distance from car parking to have meal Merchants, tourists and local people have custom to eat at old, small, make ship shops on the sidewalks Secondly, a subjective source of this fall is the lack of employees Kichi-Kichi Ma May is a medium size restaurant with 112 seats However, it just consists of 25 employees while each restaurant needs at least 30 employees on standard Therefore, the restaurant used to be short of waiter at peak hours Most of customers there are foreign travelers, so English is compulsory requirement to all employees or to receptionist at least According to researcher’s observation, English level of KichiKichi workers is very low, so they are often embarrassed whenever a foreign customer appears Sometimes, employees witness customers’ leave just because of language difference 32 CHAPTER 4: RECOMMENDATIONS TO INCREASE SALES Satisfying customers by suitable product, price and promotion policies A good customer care activity needs support and combination of many factors such as product, price, and promotion policies Product policy: The company needs to process new flavors along with uphold delicious taste of hotpot broths to meet various demands of customers Vegetarian hotpot can be a good idea with its vegetarian dishes Carry out food diversification More fresh food and drinks need to be added Mushroom is various but vegetable is still limited Cabbage, mustard green, and water dropwort are not enough for a hotpot Many customers including the writer not like fizzy drinks, what they want can be orange juice, coffee, or even ice tea Customers’ feedbacks are the grounds for Kichi-Kichi cooks make new dishes Do not ignore customers’ complaints because restaurant can make opportune modification and innovation to improve product quality by studying these complaints Price policy: A new product can successfully penetrate a market or not depends apart on its price, especially in inflation environment today All the customers just want to pay the price on menu No one wants to give extra cost for VAT when paying the bill So company should fix the price that included VAT (VND 129,800) on all banners, leaflets, advertisings, and other channels Moreover, a new dish that wants to be warmly welcomed needs to let people try it first A special offer for a new dish can encourage customers buy it Then whether it 33 can make customers continue to pay out their pocket is conditional upon cooks’ talent Besides, price policy must be unified on the whole system Promotion policy: In general, there is less sales promotion program apply to Kichi-Kichi than to Ashima There is no fixed promotion policy for Kichi-Kichi The company should encourage customers to come to restaurant by below the line communications or promotions like giving freebies with goods, trade discounts given to dealers and customers, reduced price offers on products, giving coupons which can be redeemed later etc A discount for a group consisting people and over or a reduction, for example 5% below normal on holidays, are effective methods to draw customers’ attention Finding new target groups and satisfy them After two weeks (from 15th March to 28th March) observing in both off-peak hours and peak hours at weekdays and weekend, the researcher at last finds one thing: conveyor and individual style at Kichi-Kichi win children’s favor because KichiKichi makes them feel confident and mature, and not depend on parents anymore when allowing them choose menu themselves Thus, the restaurant should issue some special policies for children only such as provide higher seat, give particular price to children ration, or promote ice cream for dessert Our objective is children’s accompanies such as their parents, brothers and sisters, and other relatives As mentioning above, the Old Quarter’s most crowed elements are merchants and tourists (both domestic and foreign), so Kichi-Kichi Ma May needs new policies to aim at these potential customers With merchant circle whose income is not too high, the restaurant can give them sales promotions, especially below the line promotions, a free dish each Tuesday for example, to stimulate their consumption With domestic and foreign tourists, the restaurant cannot just wait for them without doing anything It needs to find customers itself by communicating to tourism agents 34 These agencies will bring customers to Kichi-Kichi and in turn the restaurant will pay them commission An introduction and advertising from the tour guide seems much more effective than any others come from restaurant employees With each tourist party, the tour guide will get 5% commission, for example, on everything that tourist party consumes This commission will not be in the bill but in deposit slip published by Accounting Department The preference or commission towards travel agencies will be paid monthly This project can bring restaurant a big source of revenue Tourists are people who have big passion on Vietnamese culture Thus, KichiKichi Ma May can attract them by building a special image that can nowhere but Kichi-Kichi Ma May Developing new traditional food such as green rice flakes, rice ball with sesame and salt, etc beside those that are familiar with Kichi-Kichi customers will make them pleasant Company may base on suggestion of eating and drinking experts to add suitable food with each broth style In addition, dealing with foreign customers requires staffs that are good at English The lack of good English speaking employees is the weakness of Kichi-Kichi Ma May presently To win foreign customers, the company has to concentrate on recruitment and training activity Training for employees English is the compulsory requirement for every business in the Old Quarter including Kichi-Kichi Training activity at Kichi-Kichi is not effective because of occasional density while the key to learn a foreign language is the regular and constant study and practice These training courses need to be carried out more often, two times a week, two hours each time after lunch and relax time for example Besides English, the trainer has to provide employees with detail information about products such as name of food and its ingredients, etc to answer customers when they ask to Waiters and waitresses need to know thoroughly all the price and promotion policies of restaurant such as their contents and mechanism to announce them to customers 35 Saving marketing budget by investing in selective channels In 2009, marketing budget for Kichi-Kichi spent 81% on above the line advertising because Kichi-Kichi hotpot bar was a new brand at that time and need to attract first trial from customer and position Kichi-Kichi brand name on market Cost for advertising on internet accounted for 58% total budget Company should continuously boost e-marketing activities because Kichi-Kichi target customers are paper work staffs who often spend time on internet The second expensive advertising channel is radio, cost for advertising on Xonefm and VOV3 alone occupied 26% However, the survey showed that customers know Kichi-Kichi by radio just makes up 1%, so company should consider forthcoming marketing plan if reject this advertising channel In the last week in January, 2010, 38% of customers go eating at Kichi-Kichi because they see eyes catching hoarding and banner of the restaurant This number increases to 60% and 74% in week and week in April, 2010 Therefore, the restaurant should pay more attention to this form of advertising For example, marketers make opportune replacement for banners that are tattered or lost color 36 CONCLUSION In the strong competitive environment today, a high quality good is not enough for a business’s development From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue From that perspective, customer service should be included as part of an overall approach to systematic improvement An excellent customer service must be accurate, prompt, polite, and convenient for customer Good customer service means profit because once customers satisfy with customer service quality they will ready to pay more for that added value Being a part of Kichi-Kichi system, Kichi-Kichi Ma May helps company expand market share to one of the most important area to restaurant business: the Old Quarter The company solves the sales decrease problem at Kichi-Kichi Ma May by applying a sales promotion program “Eat Free 1” After the program, company expands Kichi-Kichi brand name and image Turnover at Kichi-Kichi Ma May rocket up afterward In order to maintain this sales, the restaurant needs to adjust itself to the Old Quarter condition and environment Product, price, and promotion policies are the first factors that need to be adjusted Then, it’s necessary for restaurant to find out new target customers and use suitable policies to satisfy them The labor force of restaurant needs to be trained carefully not only on English but also on knowledge about the restaurant’s product and other programs, so they can answer all the questions of customers Reducing marketing cost is a way to increase profit The marketers have to define what channels are effective methods and what channels are the wastes to make suitable adjustment in marketing policy for budget saving 37 APPENDIX Comment card 38 “Eat Free 1” leaflet 39 Result of the survey in January, 2010 Kichi-Kichi assessment Freshness Suitable taste Variety Restaura Week Total nt Good KichiKichi Ma May Need Avera to ge impro ve Good Avera Need to ge improve Good Reason for coming Kichi-Kichi Hospitality & courtesy Avera Need to Goo ge improve d Average Food on Need to conveyo r improve Variety Delicio Friend Reasona Suitab of food us gatherin ble price le style food g 36 26 11 36 45 0 20 19 21 11 80% 11% 0% 58% 24% 2% 80% 9% 0% 100 % 0% 0% 44% 42% 13% 47% 20% 24% 45 ` 40 The result of survey in April 2010 Gender Restaura nt Wee k Total KichiKichi Ma May 91 23 Age Male Femal e Unde r 18 36 53 27 21 40% 35% 58% 14 61% 5% 4% 30% 10 43% 23% 17% Variety Restau rant Wee k Tot al KichiKichi Ma May 91 23 Goo d Avera ge 66 73% 13 57% 19 21% 30% Need to impr ove 7% 13% Good 65 71% 13 57% 1825 2630 Know Kichi-Kichi by 3145 Over 45 Internet Leaflet Radio Tivi Friends 24 2 55 21 26% 22% 8% 4% 7% 30% 1% 9% 2% 9% 2% 4% 60% 17 74% 23% 12 52% 0% 4% Kichi-Kichi assessment Freshness Suitable taste Need Need Avera to Goo Avera to ge impro d ge impro ve ve 16 67 18 18% 4% 74% 20% 0% 10 14 43% 0% 61% 26% 0% Hospitality & courtesy Need Avera to Good ge impro ve 89 98% 2% 0% 22 0 96% 0% 0% Pass by Food on convey or 44 48% 16 70% LC D Ot her 11 12 % 0% Frequency of visiting Kichi-Kichi Once Once First per per Other time weeks month 29 24 23 14 32% 30% 26% 9% 25% 11 48% Reason for coming Kichi-Kichi Varie ty of Delicio Reasonab Suitab food us food le price le style 50 55% 12 52% 21 23% 17% 51 56% 39% 40 44% 22% 15% 9% Friend gatheri ng 26 29% 13% 41 REFERENCES Books: Kotler, P (1996), Principle Marketing Peppers, D., Rogers, M Ph.D (2008), Rules to Break and Laws to Follow The Chartered Institute of Marketing (2009), 10 Minutes Guide: Customer Service Program Entrepreneur review, Art of restaurant business www.tailieu.vn Articles: Ban da quan tam den chinh sach san pham? http://www.bwportal.com.vn/? cid=4,4&txtid=1934 rules for good customer service - By Susan Ward, About.com Guide http://dddn.com.vn/5486cat45/8-buoc-trien-khai-chien-dich-xuc-tien-banhang.htm www.ashima.com.vn www.wikipedia.com 10 www.iec.org 11 www.eDigitalPhoto.com 12 2009, http://EzineArticles.com/?expert=Angela_Marino 13 www.scandmedia.com 14 Series of Kichi-Kichi article on sites: www.dantri.com.vn, www.ngoisao.net, www.24h.com, www.vnexpress.com ... topic ? ?Customer service recommendations to increase sales for Kichi-Kichi hot pot bar restaurant on 61 Ma May Street, Ha Noi? ??, the researcher just focuses on reasons that belong to customer service. .. and customer service is its priority care Thus, in this study on the topic ? ?Customer service recommendations to increase sales for Kichi-Kichi hot pot bar restaurant on 61 Ma May street, Ha Noi? ??... This is a reason that makes it difficult for car-driving customers to come to Kichi-Kichi Ma May • Lack of employee With its medium size, Kichi-Kichi Ma May used to be short of human resource