This training focuses on improving customer service culture by focusing on five key aspects: anticipation, acknowledgment, availability, adaptability, and atmosphere. The presentation follows a student customer, Jane, through various dining experiences to demonstrate both poor and good examples of these aspects. Poor experiences include an empty grab-n-go cooler demonstrating a lack of anticipation and an employee ignoring Jane's request for assistance due to a lack of availability and adaptability. A good experience occurs when an employee at the register apologizes for the empty cooler and offers to help find Jane's usual item, demonstrating acknowledgment and a welcoming atmosphere.

1. Customer Service Training Program ~ In accordance with Prezi Presentation
Introduction
 Say your name and a customer service skill that starts with the same letter as
your name
o Hi I’m Kyle, my skill is knowledge
The key to this training is to move away from customer service as a program and
make it a part of the culture in the workplace.
It is important to remember that as team members and supervisors of UW dining,
YOU are the top competitive advantage we have against other area restaurants and
dining services.
FIRST/SECOND SLIDE
Throughout this presentation we will be following Jane’s customer service
experience. Jane represents a student customer of UW dining halls.
THIRD SLIDE
Identifying the Customer: Who is our customer ~ What do they expect ~ How do our
products and services enhance their lives
-What do you think of when you imagine the UW Dining employee. What comes
to mind. Who are our customers. (activity/flip chart?)
Jane herself is a student, TA and employee at the library. She is busy and needs a
healthy and quick breakfast to get going.
FOURTH SLIDE
1.) Who is our customer? –
Students, like Jane, represent the majority of our customer base. Other frequent
customers include faculty and staff, conference members and cash customers from
surrounding businesses.
 They all value a quick, convenient and friendly experience
FIFTH SLIDE
“Give the customer service you would like to receive!”
Every customer wears a sign that says, “I am important,” treat everyone with the
best standard of service. Everyone has experienced a time that they walk in to a high
brow store and are ignored by the sales person because they think you are too
young or won’t buy anything. Don’t let anyone feel this way!!!
2.) What do they expect from your business? -
They expect a clean, comfortable, and friendly atmosphere. (work in some of the
points that were covered in their group brainstorm activity)
- For most customers these dining halls are taking the place of their kitchen at
home.

2. Fast, courteous service
- The marketplace concept is conducive to getting people in and out quickly,
but that doesn’t mean skimping on customer interaction. Since our
interaction with the customer is brief as they go about their day it is
important to always smile, greet and thank them for their business.
“Be the place they want to live and eat”.
Ways to increase/improve customer interaction
Employees should ask if students are looking for something in particular and be
able to advise them where they can get that product or something similar. Reaching
out to the customer will leave a lasting impression on them and improve their
perception of the food quality and experience overall.
3.) How do your products and services enhance their lives? –
Feed them! Offer them a convenient and affordable place to eat.
SIXTH SLIDE
5 A’s for A+ Customer Service
We have condensed the most important aspects of UW dining’s customer service
culture into 5 groups. The next slides will follow Jane as she encounters poor
customer service and how the experience can be turned from a negative one to a
positive.
Anticipate
Acknowledge
Availability
Adaptability
Atmosphere
SEVENTH SLIDE ~ Anticipation
The Grab ‘n’ Go station was not fully stocked when Jane arrived, throwing a kink in
her morning plans
EIGHTH SLIDE ~ Anticipation
Anticipating what your customer will need can only be done if you know your
customer.
Since we know that many of our customers are in a hurry and want to get in and out
of the marketplace, we know that the grab ‘n’ go station needs to be stocked at all
times
Examples of anticipation
 Setting out reference materials for team members at each station with the
allergens/food prep is a good way to prepare your staff for any questions
they might encounter throughout the day!
o Create a service plan for the day for your team members – Ensure
they know what they are serving **Create cheat sheets at each station

3. with that meal’s allergens and recipes if someone has a question about
an ingredient**
 People constantly ask where the salad dressing is – Be aware of this and
anticipate their needs. As they are going through the salad bar mention that
dressings are past the cashier as a friendly reminder
 When working the Global Kitchen you can mention to them that the sauces
are all listed before you ask them which one they would like. Most people
don’t read signage regardless of it being available
NINTH SLIDE ~ Acknowledgment
Continuing with Jane – She heads to Great Greens to ask where she can get some
Grab ‘n’ Go items or something similar. When she arrives, the staffer is leaning
against the counter and does not say hello or even look up when she comes to the
station.
TENTH SLIDE ~ Acknowledgment
The five-foot rule is a great guideline when it comes to working behind a counter.
As someone approaches the counter and they are within five feet, make eye contact,
smile and greet them
“Hello, can I interest you in __________”
“How are you today? Would you like some __________”
A smile can go a long way, just so they know they have your attention and can feel
free to ask questions or be served
Body language is key; not leaning against the counter and a smile are the main
components
ELEVENTH SLIDE ~ Availability
A staff member ignores Jane when she is looking for assistance. Whether this was
intentional or the staffer just didn’t see her is not the point. When you are on the
floor you must constantly be available for consultation and looking for ways to
assist the customer.
TWELFTH SLIDE ~ Availability
No casual conversations with co-workers when customers are present. This gives
the customer the feeling that they are interrupting which should never be the case.
Even if you aren’t at a set station, it is important to always be keeping an eye out for
customers that are in need of assistance in the marketplace and dining room. Often
times, people have questions but are too shy to seek out help, by making yourself
available by scanning the room and walking around you become a resource foryour
customer.

4. If you do not know the answer, be aware of who else is available on staff that can
answer the question quickly
THIRTEENTH SLIDE ~ Adaptability
Jane is brushed off by the employee because she is not directly in her “line of duties”
it is easy to get wrapped up in being responsible for a certain station or specific task.
THIS IS NOT THE CASE!!! We are all responsible for the customer first!!! The
customer is the reason we have a job not a hassle getting in the way of our job.
FOURTEENTH SLIDE ~ Adaptability
Every customer is YOUR customer. Just because they are not at your station does
not mean that you are not responsible for them and their experience.
 Know whom you can ask – A manager or a chef might know why there is no
peanut butter – is it out? Does someone have a severe allergy?
 Offer alternatives if a product is not available or find a way the customer can
have the sought after item - i.e. Peanut butter is unavailable on the line
because we have a customer with an extreme allergy, I can find you an
individual packet to take away if you would like to wait for me to run and get
it?
 You are responsible for every single customer’s overall experience – not just
those that come to your station
FIFTEENTH SLIDE ~ Atmosphere
A familiar staffer at the register greets Jane and asks her why she doesn’t have her
usual grab ‘n’ go item, Jane explains the empty cooler. The staffer apologizes and
asks if she would like him to find it for her quickly. Jane says she is all set but thanks
him. Jane finally has a good customer service experience; too bad it was at the very
end!
Atmosphere
Atmosphere will primarily fall into place when the other 4 A’s are taken care of –
 A clean environment contributes to the atmosphere – this also falls under
anticipation
 Fully stocked product – also falls under anticipation and adaptability – when
everything is ready and where it should be the customer doesn’t have to go
out of their way to find something making them much more comfortable in
their environment

1. Quality Assurance

5. a. Image – Body language, uniform, clean station all appeal to the
customer. These aspects can even influence how a customer perceives
the food quality and safety
b. Atmosphere – smiles and greetings are obviously important, but I
always look for a place where the employees seem to genuinely like
each other and they are courteous to each other. It’s a much more
welcoming environment for the customer.
2. Acknowledgment –
a. Greet – say hello the customer when they come within 5 feet of the
counter.
i. Discuss good greetings that don’t sound rehearsed or cheesy
b. Availability – if you see someone with the trademark “doe-eyed look”
reach out and ask if they have questions, a lot of times people are too
scared to ask. Especially insecure college freshmen. If you do not have
information for a customer always be aware of how you can make that
information available in the quickest way possible (headset, other
employee, manual?)
Post-presentation assessment:
Now that you have sat through this presentation:
-What do the “5 A’s” mean to you
-List each A and give them space to write