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.
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.”
Customers Expect To be treated kindly To have their needs met To receive a consistent product
Customer Impressions Greet Customers Dining Room Atmosphere Personal Dress Basic Customer Service
Greet Customers Greet with a smile Make eye contact Greet customers by name, if possible, to make experience more personal Be open and friendly
Dining Room Atmosphere Try to see it from the students’ perspective Scan the room for ◦ Appearance ◦ Cleanliness ◦ Overall Order
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
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
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
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.
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.
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?