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Cultivating a Positive Customer Service Attitude

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  • 1. Cultivating a PositiveCustomer ServiceAttitudeRoanna MartinGraduate Dietetic InternSeptember 21, 2012
  • 2. Outline Introduction Customer Impressions Handling Complaints Conclusion
  • 3. What is “Customer Service” ? “A series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective.Prentice Hall.
  • 4. WVU Dining MissionStatement“We are committed to providingbalanced, nutritious meals in a pleasantand welcoming atmosphere andeducating our customers about nutritionand the benefits of a healthy lifestyle.”
  • 5. Customers Expect To be treated kindly To have their needs met To receive a consistent product
  • 6. Customer Impressions Greet Customers Dining Room Atmosphere Personal Dress Basic Customer Service
  • 7. Greet Customers Greet with a smile Make eye contact Greet customers by name, if possible, to make experience more personal Be open and friendly
  • 8. Dining Room Atmosphere Try to see it from the students’ perspective Scan the room for ◦ Appearance ◦ Cleanliness ◦ Overall Order
  • 9. Personal Dress Take pride in your appearance Shower daily & keep fingernails clean Do not use perfume or cologne Keep hair neat, clean, and away from face and eyes Do not wear loose jewelry that may fall into food
  • 10. Basic Customer Service Treat all customers equally and with respect & courtesy Show a positive attitude of care, concern, and helpfulness Take initiative and anticipate the customer’s needs Provide timely service without making the customer feel rushed Demonstrate good language and communication skills
  • 11. Basic Customer Service,cont’d. Be flexible to the customer’s needs, allowing them to make the decisions Be sensitive to the customer’s point of view and give them a sense of control Be willing to take responsibility and avoid blaming anyone else Always have a pleasant attitude, letting the customer know that you’re happy to serve them
  • 12. Handling Complaints Complaints may be verbal or non-verbal Verbal: ◦ The customer uses words to tell you that they are unsatisfied with the service they are receiving Non-verbal: ◦ The customer uses body language to tell you that they are unsatisfied with the service they are receiving  i.e. A student at the sandwich line crosses arms and taps foot when panini maker takes too long.  Rolling of eyes.
  • 13. Helpful Tips  Actively listen to the customer to find out how to resolve and fix the problem. Ask questions to help identify solutions.  Manage stress in your personal and work life to avoid projecting negative attitude towards customers.Schieltz, Matthew. “How to develop a positive customer serviceattitude.” E-How Articles.
  • 14. Conclusion and Discussion Good customer service is an essential part of operating a dining hall. What customer service experiences have you observed? ◦ What went well, and what didn’t?
  • 15. Questions?
  • 16. Sources Unless otherwise noted, information taken from: Reinhart Food Service, Dietary Employee Training Program, Customer Service- General. 04 April 2012.