This document discusses the importance of providing excellent customer service at Chowgirls catering. It emphasizes that everyone, both internal and external customers, should be treated well. The 10/4 rule is introduced, which recommends making eye contact and smiling from 10 feet away and verbally greeting customers within 4 feet. Tips are provided for engaging politely, accurately, timely, and enthusiastically with customers to deliver more than expected. Going the extra mile and handling complaints well are also discussed.

6. WHY DO WE GIVE GREAT SERVICE?
● Good vibes – Make people feel good
● Reputation — an empowered and happy staff differentiates
us from the competition
● Ease — makes life easier for ourselves and our customers
● Hospitality — creates a pleasant experience for ALL,
including yourself and your co-workers!
● Attraction — attracts great staff and great customers
● Karma — what goes around comes around
● Growth
○ personal — Know you’ve done your best
○ professional — Develop skills work everywhere
○ business — Learn how to improve, adapt, and
change

7. Q: WHO IS YOUR CUSTOMER?
A: EVERYONE!
At Chowgirls, we consider customer service both internally and
externally. With every interaction, we offer service to each other as
well as our clients, their guests, and anyone with whom we have
contact.
If you’re working for Chowgirls, you represent the whole company —
whether you’re at an event, driving a van, stopping at the store, or
making a deposit at the bank. Giving genuine, heartfelt service
wherever we go builds upon our great reputation and makes folks
feel good.
Who are your customers?

9. USE THE 10/4 RULE
● When you’re 10 feet away from a customer, make friendly eye
contact and smile
● When you’re within 4 feet, greet them verbally. This is an
opportunity for open engagement and dialogue.
○ Make eye contact
○ Smile
○ Talk

10. ENGAGE
Actively engage in finding an answer. Confidently
assure them you’ll return with a solution.
○ READ body language
○ WATCH for anyone struggling
○ LISTEN for what they may need
○ ASK them questions to assist you in
problem-solving

11. ● POLITELY
● ACCURATELY
● TIMELY
● ENTHUSIASTICALLY

12. POLITELY
● Demonstrate a positive attitude
● Make eye contact
● Say “Thank you” or “My pleasure”
Don’t reply with “No problem” or “No worries”

13. ACCURATELY
● Be familiar with our products and services
● Be resourceful
Do detective work to find the right answer
● Get it right the first time

14. TIMELY
● Ask for deadline
if not obvious
● Manage expectations
Let them know how long it will take
● Avoid distractions
Stay focused and keep your cool
● Follow through
Don’t leave them hanging
● Check back
Make sure they are satisfied

15. ENTHUSIASTICALLY
● With sincerity
● Leave the customer feeling recognized

16. ALWAYS DELIVER MORE THAN
THEY EXPECT. THIS IS NOT
SOMETHING THEY ASK FOR.
What are other examples of creative ways to thank
our co-workers and customers?

17. EXTRA MILE IDEAS
● Front of House
○ Pack up leftovers (and label them!)
○ Leave a Thank You note
○ Extra cleaning
● Bar
○ Offer samples for undecided guests
● Sales & Admin
○ Offer alternative caterers if we can’t fill the order
○ Recommend additional vendors
○ Thank You notes
● Back of House / Around HQ
○ Extra cleaning
○ Help with loading and unloading
○ Take someone’s dirty dish to the dishpit

19. ● Don’t be nervous about taking a complaint. This is an
opportunity to show a guest how much you and Chowgirls
care. Think of yourself as the solution, not the problem.
● Don’t take things personally. Check your ego.
● Hold space for the customer. That’s part of your job.
Prepare to let them say what they need to say and fully
express their concerns.

20. MINDSET TIPS
Find your way to yes
● Always look for an answer
● Avoid the “I’m right, you’re wrong” attitude
● Honor others’ perspectives and experiences
● Steer customers toward trusted solutions for
successful outcomes
● Do your best

21. MINDSET TIPS
Engage
● Use the 10/4 Rule
● Actively communicate
● Spend as much time as they want, not as little
as necessary
● Everyone gets busy. Slow down and listen

22. MINDSET TIPS
Avoid preconceived notions
● Don’t be judgemental
● Don’t make assumptions
● Not all people have the same experience
● Your truth is not everyone’s truth

23. ● Let the person know you’re listening
● Make eye contact
● Repeat their concern/complaint back to them for any
clarification.
● Spend as much time as they want, not as little as
necessary.

24. ● Use language and phrases that acknowledge you are
listening with empathy and understanding.
● Assure them you want to provide a solution.
● Allow the customer their dignity, even if you think
they’re wrong.
● Instead of talking about how it went wrong, talk about
how you can make it right.
Repeat steps 1 and 2 as necessary

25. USE THIS AS AN OPPORTUNITY TO ASK:
● WHAT it is the client wants
● HOW you can best accommodate them (within reason.)

26. ● Say, “Thank you for sharing this.”
● Leave the situation with a sense of having done the
right thing
● This gives us a chance to make it right – for them, for
us, and for our future customers
● Remind yourself that solutions for customers today
can be opportunities for future training and system
improvements.

27. ● Immediately report to your Event Manager.
● If you’re an Event Manager, include the
incident in your report and contact your
Sales Person.

33. ”

34. Final REview

35. The end