1. Provided by the LAUSD Food Services Division
2014 – 2015
Providing Excellent Customer Service
Satisfying Our Customers at Every Step
Provided by the LAUSD Food Services Division
Rev

2. Overview
This training will provide attendees with the knowledge and skill sets needed to satisfy our customers at every step.
This training will address the following areas:
What is excellent customer service
How to provide excellent customer service
Customers basic needs
How to professionally handle a customer complaint
Know how to handle a customer complaint by using the LAST model (Listen, Apologize, Satisfy, Thank)

3. Purpose and Benefits
Customer satisfaction or dissatisfaction can occur
anytime that a customer comes in contact with any part of your cafeteria.
Excellent customer service:
Shows your customers that you care
Lets your customers know they are important
Lets them know you’re going to help them
When you make people feel better about themselves, they are better customers
Know how to handle a customer complaint by using the LAST model (Listen, Apologize, Satisfy, Thank)

4. Goal Our goal is to: Develop excellent customer service skills
Satisfy our customers at every step
Understand that customer service is “the provision of service to customers before, during, and after a purchase”
Acknowledge the customer’s basic needs
Know how to handle a customer complaint by using the LAST model
Listen
Apologize
Satisfy
Thank
Know how to handle a customer complaint by using the LAST model (Listen, Apologize, Satisfy, Thank)

5. What Is Customer Service?
Customer service is the provision of service to customers before, during, and after a purchase
TELL:
Customer service is the provision of service to customers before, during, and after a purchase. Think about it. When you walk to the main office or around the campus, do you pass by students and teachers? Do you acknowledge them with a smile or warm greeting?
ASK: What do you do when you pass by students or teachers?
INSTRUCTOR: Solicit responses from 1-2 people. Thank your volunteers for sharing their ideas.
ASK: What does SERVICE mean?
TELL: The work performed by one that serves; the occupation or function of serving; the work performed by one that serves.
ASK: Is this what you provide?
INSTRUCTOR: Solicit responses from 1-2 people. Thank your volunteers for sharing their ideas.
ASK: Did you realize that this is what you applied, tested and interviewed for?
TELL: It is what you were hired to do! By the definition, customer service never stops, it never ends. We are always on call/on duty.
In addition to our number 1 goal of serving meals to your customers, you also provide service when you answer the telephone, respond to s, or as discussed earlier, you encounter people as you walk to the office to retrieve your mail and are stopped to answer questions; or merely going to retrieve the mail is a service and the list continues and continues.
CLICK TO REVEAL NEXT SLIDE

6. Exceptional Customer Service
Follow these keys to success:
Friendly
Smile, establish eye contact
Positive communication ask, “What can I do for you?”, “May I help you?”

7. How To Provide Excellent Customer Service
Excellent customer service requires interacting and communicating with your customers:
Greet your customers by saying, “Welcome to Café LA”
Establish a good rapport (greet them by name)
Get to know your new customers
Compliment them in a tasteful and professional manner
Offer suggestive sales, “Dawn, would you like to try the coffee cake? It was baked fresh this morning”
Show you care
Let your customers know you are happy they are there
Thank your customers
Invite your customer to come back

8. How to Provide Excellent Customer Service Cont’d
Pay attention to your customers and learn what is important to them
Ask questions, listen to their comments and solicit feedback about your services
Conduct preference surveys
Be attentive and responsive to their requests and complaints
Respond to your customers request by saying, “sure, right away”, “I’ll get started on that right now”
Always ask yourself, “What can I do to serve my customers better today?”

9. The Customer’s Basic Needs
There are seven basic needs that customers have universally come to expect during business interactions
Friendliness
Understanding and Empathy
Fairness
Quality
Cleanliness
Options and Alternatives
Information
TELL:
Customer’s have basic needs, they are friendliness, understanding and empathy, fairness, quality, cleanliness, options and alternatives, and information.
ASK: Are you meeting your customer’s basic needs?
ASK: Take a minute and write down what are your basic customer service needs. Don’t limit yourself to what is listed on this screen, add anything that is important to you.
INSTRUCTOR: Solicit responses from two to three participants.
TELL: Notice that several of the responses are the same as our list of customers basic needs. They are just that, BASIC NEEDS, these are the things customers (we) expect at each encounter with a service provider.
CLICK TO REVEAL NEXT SLIDE

10. The Customer’s Basic Needs, cont’d
Friendliness
It is associated with being greeted politely and courteously
Smile, establish eye contact
Provide positive communication
Ask, “What can I do for you?” or “May I help you?”
Understanding and Empathy
Customers need to feel that the person providing the service understands and appreciates them, their circumstances and their feelings
TELL:
Friendliness is the most basic of all customer’s needs. It is usually associated with being greeted politely and courteously. 70% of lost customers hit the road not because of price or quality issues but because they did not like the human side of doing business with that provider. Greeting you customer by name makes them feel important, acknowledged. CMS makes this effortless because you see their names pop up on the screen. Take this opportunity to greet them by name, thank them by name.
Customers also need to feel that the person providing the service understands and appreciates their circumstances and feelings. For example, if a parent comes in to question their child’s eligibility you can explain how meal eligibility is established. Often this resolves the question but if the parent still has questions you may offer to call the meal compliance team on their behalf to get more specific information. Go the extra step and provide the customer with the contact phone number.
CLICK TO REVEAL NEXT SLIDE

11. The Customer’s Basic Needs, cont’d
Fairness
To be treated fairly
Quality
Products
Services
Cleanliness
Clean environment
Organized service and display areas
TELL:
The need to be treated fairly is high on most customer’s lists of needs. For example at an elementary site if a student does not show up on the POS screen do not make them step aside and wait until the end of the line, take their name and let them get the meal, it takes only 3 seconds to write down a name but the customer service you just provided is priceless. Remember, our mission statement is “Nourishing Children to Achieve Excellence”.
Customers also, expect good quality products and services. Follow the recipes and don’t permit food to be held in warmers for an extended period of time, this will ensure that the quality of the product will be consistent and pleasing to the customer. Quality service is when the entire operation provides the customer with a warm and inviting dining experience.
Your entire operation needs to be clean, including the kitchen, service areas, mobile carts, restrooms, storage areas, and even your office. In addition, while your cafeteria’s equipment and floors may be clean and sanitary, clutter and disorganization gives the operation an unclean appearance.
CLICK TO REVEAL NEXT SLIDE

12. Options and Alternatives
Customers need to feel that they have:
Choices
Options
Alternatives
Information
Most customers want to be informed about:
Products
Services
Policies and Procedures
TELL:
Customers need to feel that they have a choice, that there are other options and alternatives available to them that will meet their needs. For example, a teacher requests that you store a cake in the walk in refrigerator. Explain to the teacher in a caring tone that it is unfortunately against FSD policy and violates Health Department regulations. Inquire what type of frosting is on the cake, often cakes are frosted with buttercream frosting that does not require refrigeration. If the cake needs refrigeration you might suggest that they store it in the faculty refrigerator or if the cake will be consumed within two to four hours the cake will be safe for consumption even if not refrigerated. Customers want and need to be educated and informed about the products, services, policies and procedures they receive when dealing with your company. Are your employees educated and informed in all of those aspects? Do your employees know what is inside the Burrito? Is it beef and beans or just beans? Does it contain? To provide the best service they will need to be able to answer questions that may arise.
CLICK TO REVEAL NEXT SLIDE

13. Using Requests/Complaints To Your Benefit
Do You Want Customers to Complain?
Yes you do! You can find out what people need by acknowledging your customer’s complaint and correcting the situation, you maintain and increase the number of students/faculty who make Café LA their dining choice
If a customer does complain, he/she is more likely to come back if the problem is solved. The act of complaining can actually increase customer loyalty if you handle it well

14. Using Requests/Complaints To Your Benefit
Customer satisfaction or dissatisfaction can occur
anytime that a customer comes in contact with any part of your cafeteria.
Word of Mouth Spreads Quickly
Dissatisfaction spreads more quickly that a customer’s satisfaction.
Did you know it takes 30 seconds to lose a customer, but 30 days to gain a new one?

15. Why Customers Complain
Because they did not get what they were promised
Because someone was rude
Because no one went out of his/her way to serve them as a customer
Because no one listened to them
Because someone projected a "can't do" negative image

16. The LAST Model Satisfy Thank Listen Apologize TELL:
Don’t forget your customers. No matter how well we do, we will make errors. Whoever brings in a complaint, accept it with an open mind.
Follow the LAST model. How do we do that? First, we need to listen to the customer. It sounds easy, but can be difficult if we regress into a defensive mode, resist the temptation!
Next, we need to apologize for the mistake, whether you personally made the mistake or not. It doesn’t matter to the customer whose fault it was own the mistake. Speak from the heart, your customer will know if the apology is sincere or not.
The next step is to satisfy your customer. Do not immediately offer a solutions, rather ask the customer for a solution to the issue. If you cannot grant what the customer has requested, suggest an alternative and decide on a solution.
Finish by thanking the customer for bringing the complaint to your attention, letting the customer know you appreciate them for expressing their concerns and for giving you the opportunity to correct the issue. By using the LAST model, we can make a lasting impression with the customer!
CLICK TO REVEAL NEXT SLIDE

17. Handling Customer Complaints
Always remain to be:
Open Minded
Honest
Professional- it is never acceptable to hang up on a customer!
Courteous
Respond in a timely manner
TELL:
Nobody likes to handle customer complaints, and listen to disgruntled customer, telling (yelling?) you in no uncertain terms what they dislike about your company, products and services.
But when customers do complain, respond rapidly when your customers have a problem. A timely response gives the customer a renewed faith in your organization. Unfortunately, sometimes due to regulatory issues, we need to draw limits. When it is not possible to give the customer what they would like, it is still possible for a customer to feel that he or she has been heard and has been treated fairly. A number of techniques convey concern--calling customers and telling them the District understands; giving the customer the best explanation they can; and being open and honest with customers concerning laws and policies of the organization. Being professional and considerate of customers enhances their view of the organization--even when the customer may be disappointed with the outcome.
When handling customer complaints always remain open minded, do not be defensive. Remember that the burrito is not made with a beloved family recipe you hold true to your heart, it is a frozen burrito produced in a factory. There is no need to defend the product, if the customer does not care for it, they simply don’t care for it, offer an alternative. But be honest in what you can offer, false promises can undermine the trust your customers have in you. Be professional and courteous at the same time. Responding in a timely manner can take an issue from becoming a powder keg into a extinguished flame. How can that be done? The more time you give a customer to think about an issue the more they can let it escalate creating a bigger issue that it originally was. Also, more time provides them with an opportunity to tell their friends about their dissatisfaction, nip it in the bud. By handling customer complaints using the skills listed we can be sure that the customer feels validated and has left satisfied that their concerns were addressed.
CLICK TO REVEAL NEXT SLIDE

18. Customer Relations Tips
Give the customer your full attention, listen to them
Make eye contact, look interested and alert
Smile and nod your head
Hear the feeling
Don’t take it personally
Really try to understand their dissatisfaction
Put yourself in your customers’ shoes
Show you care
Apologize

19. Follow Up
With customer to ensure customer satisfaction
Lets customer know you care
Prepares for future challenges

20. Self Assessment
Did you handle the situation in a prompt, professional and courteous manner?
Can you improve and did you do what you said you would?
Share challenges/solutions with peers/administration/supervision
Builds relationships and trust

21. Welcome Greeting
The following greeting is required whenever a customer comes in or calls Café LA State: In Person: “Thank you for coming to Café LA! How may I assist you?” Phone Call: “Thank you for calling Café LA. This is (state your name), how may I assist you?”
READ SLIDE:

22. Telephone Greetings, cont’d
When ending the call
Inquire if the caller is satisfied by asking “Did I answer your question?”
Ask if they would be willing to participate in a customer service survey by saying “We would appreciate if you would take a short survey about your customer service experience.”
Finish with a positive note, such as “Have a great day
TELL:
When ending the call inquire if the caller is satisfied by asking “Did I answer your question?” Ask if they would be willing to participate in a customer service survey by saying “We would appreciate if you would take a short survey about your customer service experience.” Finish the call on a positive note, by saying “Have a great day”.
CLICK TO REVEAL NEXT SLIDE

23. Telephone Courtesy
Speak clearly and courteously. Smile as you’re speaking to the caller
This works! The caller will “hear” your smile through the conversation
Speak at a natural pace
Speak in a clear, calm, upbeat, non-hurried, professional manner
Use proper grammar
Avoid slang and endearing terms
Avoid chewing gum or eating while speaking on the telephone
TELL:
Speak clearly and courteously. Smile as you’re speaking to the caller. This works! The caller will “hear” your smile through the conversation. Speak at a natural pace; not too fast or too slow. Use proper grammar and avoid slang and endearing terms such as “honey,” or “sweetie.” Avoid chewing gum or eating while speaking on the telephone.
CLICK TO REVEAL NEXT SLIDE

24. Telephone Courtesy, cont’d
Provide training
For substitutes, and new employees if you assign them to answer your telephones
Be knowledgeable
If a caller asks a question, take the time to give him or her a clear answer or response
The more knowledge you have, the better you are able to assist callers and not have to transfer them unnecessarily
TELL:
Provide training to substitutes, students, and new employees if you assign them to answer your telephones. If a caller asks a question, take the time to give him or her a clear answer or response. The more knowledge you have, the better you are able to assist callers and not have to transfer them unnecessarily.
CLICK TO REVEAL NEXT SLIDE

25. How To Be Great at What You Do
Remember that great service starts with a great attitude.
Enjoy helping people.
Remember that every customer is different, so is every conversation.
Care about customers.
Create opportunities.
Anticipate problems.
Gain knowledge.