Distinction Through
Excellent
Customer Service
Sponsored by:
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Learning Objectives
By 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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Introduction
Here’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 You
 Customers 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:
Service
Attitude
Consistency
Teamwork
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Video
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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 Want
 Giving away pickles means:
 giving customers what they want.
 offering your special touch to exceed customers’
expectations.
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The Key Principles
 Service
 How would you define customer service?
 How would you define outstanding customer service?
 Attitude
 How 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.
 Teamwork
 How do we fit in the Customer Service Wheel?
 How do we keep the wheel rolling together?
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Video
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Assessing Your Service Efforts
 Service Assessment
 looking at your service/facility as a whole.
 Self-assessment: Front-line
 asking each employee to think about his or her personal
strengths and weaknesses.
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Action Planning
 Using 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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Wrapping
Things Up
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