Cultivating a Positive Customer Service Attitude
Upcoming SlideShare
Loading in...5

Like this? Share it with your network

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads


Total Views
On Slideshare
From Embeds
Number of Embeds



Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

    No notes for slide


  • 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.