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Sponsored by:

Learning ObjectivesBy the end of this program, you should be able to:

understand the importance of serving your customers’ needs.

recognize the significance of a positive attitude to achieving excellent customer service.

understand the value of consistency in fulfilling your customers’ service expectations.

recognize the critical nature of teamwork for attaining excellent customer service.

motivate employees to improve their customer service.

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IntroductionHere’s a promise for the program:

You’ll begin thinking about service from the customer’s perspective.

You’ll discover at least one simple way to personally improve the level of service you offer customers.

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Customer Service and YouCustomers constantly judge your store’s

interest in and concern for them by:every person they speak with.every visit they make.every phone call.every communication received.

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Making Your Customer Feel Like a Guest

To treat customers like guests:

1. Welcome them.

2. Use their names.

3. Take care of their needs.

4. Thank them.

5. Invite them back.

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What is “Give ‘em the Pickle?”Bob Farrell

more than 30 years in the hospitality and service industry.

opened over 150 restaurants without a single failure.

Farrell will discuss the four principles of customer service:

ServiceAttitude

ConsistencyTeamwork

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“You’ve seen the video. Now what?”

Use these ideas in your everyday work by:asking each other questions and discussing

ideas.reinforcing the concepts with activities or role

plays.pointing out each others “pickle” behavior!

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Giving Customers What They WantGiving away pickles means:

giving customers what they want.

offering your special touch to exceed customers’ expectations.

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The Key PrinciplesService

How would you define customer service?How would you define outstanding customer

service?

AttitudeHow would you define attitude?What does that mean with regard to serving

our customers?

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The Key Principles (cont.)Consistency

Meeting expectations every time.

TeamworkHow do we fit in the Customer Service Wheel?How do we keep the wheel rolling together?

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Assessing Your Service EffortsService Assessment

looking at your service/facility as a whole.

Self-assessment: Front-lineasking each employee to think about his or her

personal strengths and weaknesses.

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Action PlanningUsing the information from the self-

assessments, work with your employee to create an individual action plan.set goals and follow-up dates.

address specific strengths/weaknesses.

reinforce the customer service goals of the facility.

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WrappingThings Up

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