Customer Service DAD.

3. AT DIAL A DELIVERY WE HAVE DEVELOPED A
UNIQUE WAY OF DOING THINGS. OUR PRIMARY
FOCUS IS OUR CUSTOMER NEEDS. OUR
CUSTOMERS HAVE THESE NEEDS:
1.KNOWLEDGEABLE CUSTOMER SERVICE REPS
2.ACCURATE ORDER TAKING
3.CLEAR COMMUNICATION
4.SPEEDY DELIVERY
5.HOT FOOD

4. • Knowledgeable customer service reps – Know your products, Know prices, provide
accurate information to the customer.
• Accurate order taking – Be clear in your communication, repeat the order to the
customer. Make sure you are on the same page with your customer.
• Clear communication – be audible, don’t eat or drink anything when talking to the
customer. DO NOT LIE to the customer
• Fast Delivery - Food must be delivered within the promised time frame, no one
wants to eat cold food.
• Hot food – No one wants to eat cold food. We aim to make sure customers get
their food while hot.
OUR GOALS AT THE CALL
CENTER

5. WHO PAYS
YOU?

7. TYPES OF CUSTOMERS
INTERNAL CUSTOMERS
• SITE AGENTS
• SHOPS
• RIDERS
EXTERNAL CUSTOMERS
• THE END USER

8. CUSTOMER SERVICE IS BUILDING A RELATIONSHIP
WITH A CUSTOMER, A RELATIONSHIP THAT, THAT
INDIVIDUAL CUSTOMER WOULD LIKE TO PURSUE.
WHAT IS CUSTOMER
SERVICE

9. BECAUSE WHEN WE HAVE A RELATIONSHIP WITH THE CUSTOMER
THEY WOULD WANT TO COME BACK AGAIN AND AGAIN TO OUR
BUSINESS. THEY WON’T HAVE COMPLAINTS ABOUT OUR BUSINESS
OR IF THEY DO HAVE COMPLAINTS, RATHER THAN GO ON SOCIAL
MEDIA THEY WILL APPROACH US, BECAUSE WE HAVE A
RELATIONSHIP.
WHY WOULD WE WANT TO
BUILD A RELATIONSHIP WITH
THE CUSTOMER?

10. WHAT IS EXCEPTIONAL CUSTOMER SERVICE
•IT IS GOING ABOVE AND BEYOND THE CUSTOMERS
NEEDS AND EXPECTATIONS
PROVIDING EXCEPTIONAL
CUSTOMER SERVICE
WE CANNOT STRESS ENOUGH THE IMPORTANCE OF DELIVERING
ON OUR PROMISE.
SPEED – QUALITY - SERVICE

11. YOUR WILLINGNESS TO HELP YOUR CUSTOMERS ARE STEPS
AWAY FROM A SATISFIED CUSTOMER.
BEING FRIENDLY IS THE FIRST STEP IN CREATING GREAT
RELATIONS WITH YOUR CUSTOMERS, WHEN YOU GREET YOUR
CUSTOMER WITH A SMILE IT HELPS BUILD A BOND .
PROVIDING EXCEPTIONAL
CUSTOMER SERVICE

12. •FIRST IMPRESSIONS – ATTITUDE
•CHARACTERISTICS OF HIGH PERFORMING CALL CENTER
AGENTS
•BEST PRACTICE CUSTOMER SERVICE TECHNIQUES
•ACTIVE LISTENING SKILLS
•PROPER ANSWERING PHONE TECHNIQUES
TO PROVIDE EXCEPTIONAL SERVICE YOU MUST DO MORE THAN
FOLLOW A SCRIPT, YOU MUST HAVE A SINCERE WILLINGNESS TO
PLEASE PEOPLE.
WHAT IS EXCEPTIONAL
CUSTOMER SERVICE FOR A CALL
CENTER ASSOCIATE

13. • PROFESSIONALISM - USE "THANK YOU" AND "PLEASE", AND DON’T
USE OFFICE-SPECIFIC JARGON OR ACRONYMS
• SPEEDY RESPONSES - PREDICT FOLLOW-UP TIME, DON’T PAD
CONVERSATION WITH IDLE CHATTER
• ACCURATE INFORMATION - USE EASY-TO-UNDERSTAND EXAMPLES, DON’T
BLAME OTHERS, DON’T USE DATED INFORMATION(CHECK FOR NEW PRICES
AND MENU ITEMS)
• GENUINE CONCERN - USE EMPATHY, DON’T JUDGE CALLER’S FEELINGS,
DON’T LET ONE NEGATIVE CALL “BLEED” INTO ANOTHER
• RELIABLE FOLLOW-UP - RESPONSIBILITY TO CARRY OUT PROMISED
ACTION (IF YOU PROMISE TO CALL BACK THE CUSTOMER, DO AS
PROMISED)
DIMENSIONS TO CUSTOMER
SERVICE

14. •SATISFIED CUSTOMERS
•INCREASED PROFITS
•BRAND LOYALTY
•OPENING OF MORE STORES AND
HIRING MORE PEOPLE
TO THE BUSINESS

15. •YOU RECEIVE MORE TIPS FROM CUSTOMERS
•YOU GET MORE REFERRALS OR MENTIONS FROM
THE CUSTOMER ABOUT YOUR SERVICE
THEREFORE GETTING MORE RECOGNITION
•YOU BUILD A GOOD RELATIONSHIP WITH YOUR
CUSTOMERS AND KEEP THEM COMING FOR MORE.
TO YOU

16. 1.CALLS MUST BE ANSWERED PROMPTLY WITH A, “THANK YOU FOR CALLING
DAD, MY NAME IS KUDZI, WHAT WOULD YOU LIKE TO ORDER TODAY?” OR
“DIAL A DELIVERY KUDZI SPEAKING”…..
2.ONCE THE CUSTOMER ANSWERS AND USES THEIR NAME, USE THEIR NAME FOR
THE REST OF THE CALL. (SOME CUSTOMERS PREFER TO BE REFERRED TO AS
MR., MRS., DR., ADVOCATE, ETC.)
3.PROCEED TO GET THE CUSTOMER'S ADDRESS AS YOU VERIFY DELIVERY STATUS
TO THEIR LOCATION. YOU SHOULD ALSO GET ANY SPECIAL DELIVERY
INSTRUCTIONS
4.GET ORDER DETAILS ( YOU SHOULD BE AWARE OF PRODUCTS IN STOCK OR OUT
OF STOCK)
5.REPEAT THE ORDER TO THE CUSTOMER AND ENSURE ALL IS ACCURATE.
6.LET THE CUSTOMER KNOW THE TOTAL AND FIND OUT THE MODE OF PAYMENT.
IF THE CUSTOMER IS PAYING ON LOCATION, NOTE THE ORDER.
7.LET THE CUSTOMER KNOW THE ESTIMATED TIME OF ARRIVAL.
CALL CENTER

17. RIDER

19. CHALLENGES HAPPEN AND THEY CAN HAPPEN AT ANY TIME. HOW
YOU DEAL WITH EACH CHALLENGE HELPS YOU COME OUT
VICTORIOUS AND WITH REDUCED STRESS.
REMEMBER IF YOU HAVE A CHALLENGE IT WILL HAVE RIPPLE
EFFECT THAT AFFECTS YOUR CURRENT CUSTOMER AS WELL AS THE
ORDERS THAT STILL HAVE TO BE PICKED UP.
DEALING WITH CUSTOMERS SHOULD BE AN EXCITING
EXPERIENCE , HOWEVER IF THERE IS SOMETHING WRONG WITH
THE ORDER OR IF THE ORDER IS DELAYED YOU WILL POSSIBLY
FACE CHALLENGING CUSTOMER SITUATIONS .
DEALING WITH CHALLENGES

20. • DEAL WITH FEELINGS FIRST.
• LISTEN AND RESPOND WITH EMPATHY.
• ASK QUESTIONS TO GET SPECIFICS ABOUT THE COMPLAINT
• SUMMARIZE CALLER’S PROBLEM TO GET AGREEMENT
• OFFER A CHOICE OF ALTERNATIVES TO FIX THE PROBLEM
• LET THE CUSTOMER DECIDE WHICH ALTERNATIVE TO USE
• FOLLOW THROUGH ON WHAT YOU AGREE TO DO, WHEN
POSSIBLE, DO SOMETHING EXTRA
THINGS TO DO WHEN FACED
WITH A CHALLENGE

21. • YOU MAY GET INTO A SITUATION WHERE THE CUSTOMER IS
DRUNK. IN THIS SITUATION KEEP YOUR COOL. IF YOU ARE
NOT ABLE TO NAVIGATE THAT SITUATION LET THE CALL
CENTER KNOW OF YOUR EXPERIENCE.
• YOU MAY ENCOUNTER CUSTOMERS THAT ARE RUDE AS WELL. THE
IMPORTANT THING IS TO UNDERSTAND IT FROM THE
CUSTOMER’S PERSPECTIVE. AS A GENERAL RULE, THE
BUSINESS TRIES TO ENSURE THAT ITS ASSOCIATES WORK IN A
VERY SAFE ENVIRONMENT HOWEVER AT TIMES, YOU MAY BE
PLACE IN A PRECARIOUS POSITIONS.
HANDLING CHALLENGING
CUSTOMER SITUATIONS

22. • YOU MAY GET INTO A SITUATION WHERE THE CUSTOMER IS
DRUNK. IN THIS SITUATION KEEP YOUR COOL. IF YOU ARE
NOT ABLE TO NAVIGATE THAT SITUATION LET THE CALL
CENTER KNOW OF YOUR EXPERIENCE.
• YOU MAY ENCOUNTER CUSTOMERS THAT ARE RUDE AS WELL. THE
IMPORTANT THING IS TO UNDERSTAND IT FROM THE
CUSTOMER’S PERSPECTIVE. AS A GENERAL RULE, THE
BUSINESS TRIES TO ENSURE THAT ITS ASSOCIATES WORK IN A
VERY SAFE ENVIRONMENT HOWEVER AT TIMES, YOU MAY BE
PLACE IN A PRECARIOUS POSITIONS.
HANDLING CHALLENGING
CUSTOMER SITUATIONS

24. THE CUSTOMER WHO WANTS MORE THAN YOU CAN
OFFER. THEY ARE NOT EASILY SATISFIED.
• BE FIRM YET POLITE
• BE PROFESSIONAL
• AVOID BEING TOO DOCILE BUT NOT RUDE
SCENARIO 1

25. AN ABUSIVE CUSTOMER IN A CALL CENTER
•A CUSTOMER WHO GOES BEYOND EXPRESSING ANGER ABOUT A
PROBLEM AND BEGINS ATTACKING THE PERSON HANDLING HIM/HER
OFTEN INCLUDES CUSSING AND PERSONAL ATTACKS.
•“ALTHOUGH A CUSTOMER IS ALWAYS RIGHT”, AT SIMBISA WE DO
NOT TAKE THE ABUSE OF OUR ASSOCIATES LIGHTLY. DO NOT RUSH
TO CALL THE MANAGER BEFORE EXHAUSTING EVERY EFFORT TO
RESOLVE THE ISSUE. STAY CALM, YOU’RE NOT THE TARGET
•GIVE CUSTOMER WARNING “EXCUSE ME SIR/MA’AM ?” “I DON’T
APPRECIATE THE LANGUAGE YOU ARE USING.” “ IF YOU AREN’T
ABLE TO TALK WITH ME WITHOUT SWEARING, I WILL HAVE TO END
THIS CALL.”
SCENARIO 2

26. WAITING FOR A NON-RESPONSIVE CUSTOMER.
•YOU ARRIVE AT YOUR LOCATION AND RING THE BELL OR KNOCK
AT THE GATE AND THE CUSTOMER DOES NOT COME OUT. LET THE
SITE AGENT KNOW THAT YOU ARE ON LOCATION AND THE CUSTOMER
IS NOT RESPONDING, THE SITE AGENT WILL TELL YOU HOW TO
PROCEED- WAIT FOR INSTRUCTIONS. MAKE SURE YOU ARE AT THE
RIGHT LOCATION.
SCENARIO 3

27. YOU HAVE BEEN INVOLVED IN AN ACCIDENT
•ACCIDENTS DO HAPPEN FROM TIME TO TIME. YOUR
SAFETY IS OUR CONCERN WHEN YOU ARE ON THE ROAD.
RESIST MULTI-TASKING WHEN YOU ARE ON YOUR BIKE.
PAY ATTENTION TO YOUR SURROUNDINGS. WHEN YOU DO
GET INVOLVED IN AN ACCIDENT FIND A SAFE PLACE
AND CALL THE CALL CENTER. DO NOT GET INTO ANY
AGREEMENTS WITH THE OTHER PARTY YOU GET IN AN
ACCIDENT WITH. CONTACT THE CALL CENTER AND WAIT
FOR THEM TO LET YOU KNOW WHAT TO DO.
SCENARIO 4

28. BIKE HAS BROKEN DOWN
•WHEN YOUR BIKE BREAKS DOWN ON YOUR WAY TO MAKE
DELIVERIES, CALL YOUR SITE AGENT AND LET THEM KNOW OF A
POSSIBLE BREAKDOWN, EXPLAIN THE DETAILS OF WHAT HAS
BROKEN DOWN. YOUR SITE AGENT WILL THEN COMMUNICATE WITH
THE CUSTOMER. WAIT FOR ASSISTANCE FROM THE CALL CENTER
AND STAY VIGILANT OF YOUR SURROUNDINGS AND MAKE SURE YOU
ARE SAFE - ESPECIALLY AT NIGHT.
SCENARIO 5

29. • DO NOT BE INDIFFERENT TO THEIR FEELINGS. IF FOR
EXAMPLE YOU ARRIVE VERY LATE WITH A CUSTOMER’S ORDER
AND THE CUSTOMER BECOMES IRATE AND BELLIGERENT DO NOT
ADD FUEL TO THE FIRE AND SAY “IT’S NOT MY FAULT I’M
JUST A DRIVER”. EMPATHIZE WITH THE CUSTOMER,
ACKNOWLEDGE THEIR CONCERNS AND HELP PROVIDE A
SOLUTION. OF COURSE WE EXPECT YOU TO SMILE AT THE
CUSTOMER BUT IN THIS SITUATION IT’S NOT A THE TIME.
• DO ACKNOWLEDGE YOUR CUSTOMERS' ISSUE. PROVIDE A
SOLUTION AND SAY ‘LET ME SEE WHAT I CAN DO FOR YOU.’
NEVER SAY THERE IS NOTHING I CAN DO FOR YOU. DO NOT
BE RUDE.
DO'S AND DON’TS

30. • IF A CUSTOMER IS UPSET DON’T SMILE, SMILING CAN
ACTUALLY ADD FUEL TO THE FIRE.
• DO ACKNOWLEDGE THE CUSTOMERS DISAPPOINTMENTS AND
SINCERELY APOLOGIZE.
• DO NOT ATTEMPT TO OPEN THE DOOR OR GATE WITHOUT THE
CUSTOMERS PERMISSION
• DO FOLLOW THE DELIVERY INSTRUCTIONS NOTED BY THE
CUSTOMER
DO'S AND DON’TS

31. • DO NOT ASK FOR TIPS FROM THE CUSTOMER. THIS CAN BE
SEEN AS RUDE.
• IF TOU HAVE DONE A GOOD JOB CUSTOMERS WILL NATURALLY
TIP YOU WITHOUT YOU ASKING.
• DO NOT MAKE ADVANCES TO THE CUSTOMER OR TAKE THEIR
PERSONAL DETAILS FOR YOUR OWN USE.
• DO KEEP THINGS PROFESSIONAL
DO'S AND DON’TS

32. • DO NOT SHOW FRUSTRATION WHEN DEALING WITH THE CUSTOMER
• ALWAYS BE COURTEOUS AND POLITE, GREET YOUR CUSTOMERS
BY NAME AND WITH A SMILE.
DO'S AND DON’TS

33. • WHAT IS COMMUNICATION?: IT IS SHARING OR
EXCHANGING OF INFORMATION.
COMMUNICATION
COMMUNICATION TIPS?
• PAY ATTENTION TO THE PERSON YOU ARE TALKING
TO
• DON'T BE EMOTIONAL
• LISTEN CAREFULLY AND FOLLOW INSTRUCTIONS
• YOUR POINT OF VIEW IS NOT THE ONLY WAY
• OTHERS MAY HAVE A DIFFERENT PERSPECTIVE THAT
YOU HAVEN'T THOUGHT OF SO LISTEN AND
UNDERSTAND WHERE OTHER PERSON IS COMING FROM.