This document provides guidance on customer service excellence for employees. It emphasizes the importance of meeting customer needs, building good working relationships, and providing support across departments. Tips include always trying to help customers, giving positive first responses, following up on promises, actively seeking feedback, and maintaining professionalism and hygiene. Personal protective equipment should be properly used for safety. The goal is to enhance the guest experience through service standards like warm greetings and going above and beyond for customers.

1. SERVICE
EXCELLENCE
Enhancing the Guest Experience
A FRESH APPROACH

2. Contents
What does Good Customer Service Mean?
Practical Tips for Good Customer Service
Dress Code Policy
Personal Hygiene
10 Important Daily Tips to Remember
Service Standards
Your Health & Safety Responsibility
Top 10 English Phrases
Training History
Recommendations

3. What does Good Customer Service Mean?
Good customer care is about:
Meeting our customer’s needs
Knowing how to deal effectively with our customers in
all circumstances
Building good working relationships with our colleagues
Who are our customers?
External customers Client Employees, Visitors & Guests
Internal customers our Colleagues
We don’t all deal directly with external customers but those who do,
cannot provide a good service unless they are well supported by the
rest of us.

4. Question 1.
Can you give a short description of a time when you
received good customer service?
Question 2.
How did it make you feel?
Question 3.
Can you give a short description of when YOU provided
good customer service?
Question 4.
How did the customer respond to your service?
Question 5.
Why do you think good customer service is important?
(Give 5 reasons)

5. Practical Tips for Good Customer Service
Always try to help
Don’t give a negative answer to a customer by saying:
I can’t do anything
Not my problem
He/she isn’t here
Give solutions, options, or alternatives, always telling your customers what
is possible, not what you cant do. Don’t tell yourself that it’s not your
problem and there’s nothing you can do about it.
Don’t say ‘It was them / him/ her’.
Look at what needs to be done to correct the problem. And if it isn’t
within your job scope to deal with this problem, then make sure that it is
passed to the person who is able to deal with it, then feedback to the
customer that this is what you’ve done.

6. Always give a positive first response
In response to requests and questions always give a positive first response.
If your answer is “YES” then it’s easy to give a positive first response:
Yes, I can do that
No problem
If you’re not sure or your answer is a maybe, then try:
Let’s see how I can help you
I can look into that for you
If your answer is ‘no’ then try:
Let me get someone to help you.
Make realistic promises
Give your customer a realistic expectation of what you can deliver. Allow yourself
time when telling them how long it will take to get back to them.
Think how impressed they’ll be when you exceed expectations.

7. Remember to follow up
If you have to break up promise to a customer, then feedback to
the customer the reason; be up front and open about why you’ve
failed to deliver.
Do what you’ve agreed to do, by the time you’ve said and you’re
guaranteed a happy customer.
Having completed the task, check with your customer that they’re
happy.
Give them a call or go back and check they are happy, if you are a
manager you might send them an e-mail, etc…
Give them the opportunity to feedback
And if you can’t meet an agreed deadline let them know and give
them the reason why. Agree a new deadline.
Keep your customer up to date as to what is happening and why.
Remember, feedback is a two way process.

8. Actively seek feedback
Actively seek feedback on how we’re performing.
Make it easy for our customers to express an opinion
Don’t presume that if we have no complaints that we’re
doing it right
If we don’t give our customers a chance to complain, they
may walk away without giving us the chance to put things
right. If that happens we won’t know there’s a problem
And remember feedback isn’t always negative – it’s not
only our way of finding out we are doing it wrong, but
also our way of finding out we’re doing it right.

9. Dealing with complains
If you are dealing with people who are upset, angry or
have a complaint try this way of handling the situation:
“I’m glad that you have brought this to our notice”
“I’m sure that we can sort it out”
“I’m sorry that you have a problem”
Note: We haven’t said that we have done anything
wrong, we are acknowledging that the person we are
dealing with feels that they have a problem. If after
investigation we find we’ve made a mistake, we can
take responsibility for the mistake and apologize

10. Try not to make the situation worse
Some words and phrases actually can make the situation worse
rather than diffuse it. How many times have you told someone
to ‘calm down’ only to find them reacting badly to the
comment?
Some phrases/words to avoid
You must be mistaken
I can’t help you or I don’t know
Calm down or don’t shout
That’s never happened before
Watch your body language and tone of voice. If you show
boredom, talk to your associated when dealing with a
customer or adopt a patronizing tone of voice, then there is
the chance that this will also inflame the situation.

11. Dealing with difficult customers
If you’re dealing with a difficult customer and are in
danger of losing your temper or patience, ask for
time – out or involve another member of staff in
the situation.
Always ask for help if you are unsure what the
answer is or what to do in a situation. Don’t make
it worst by guessing or giving incorrect
information. And if you’re having a bad day and
finding it difficult to cope, don’t put a brave face
on it, let your colleagues know. They can help.

12. Dealing with students
Students are not always right, although they are still our
guests.
Good customer care is not about always saying yes.
When dealing with our students it is about giving them
professional service, even if it may not be what they want
to hear.
It is about dealing with them efficiently, about treating
them with respect and about delivering what we’ve
promised.
Make sure you know where or who to refer them to if
they have a problem which you can’t deal with.
Be available to them when you say you are going to be
available or at least them know if you aren’t going to be
there.

13. The cost of getting it wrong
Every customer who does not return means a loss
of income for AFOOZO.
The cost of getting it wrong doesn’t just apply to
getting it wrong with an individual customer. It
poor service damages our relationship with other
guests, we run the risk of:
Unhappy staff leaving – leading to increased costs in
staff recruitment and training
The time it takes to complete a job increases as
good will decreases along with staff shortages

14. You are a key person in the TEAM
All of us have a part to play in providing good
customer service. It’s a team effort and every
one’s contribution counts.
Remember, any of us might be the only contact
a customer has with AFOOZO and they will
judge the whole organization on that one
person’s performance

15. Dress Code Policy
Work uniforms create branding and help set an image in the mind of
customers. Customers will get their first impression of AFOOZO and see
the effort of the employees solely based on what the employee looks like,
and wearing work uniforms might just be the extra “something” that
makes that first, great impression.
In order to ensure a professional image at all times and to comply with
Safety & Hygiene Regulations, the following standards will apply to all
AFOOZO personnel.
Hair: Must be well groomed. Hairnets must be worn. This can be used in
conjunction with a scull cap or bandana. Hairnets must cover hair entirely
Facial: Subtle use of make up is permitted. Light use of perfume or
aftershaves is permitted. Males must be cleanly shaven daily or if breads /
moustaches are worn, they must be neatly trimmed.

16. Uniform: Current clean corporate uniforms as applicable.
No personal garments may be worn over uniforms or
protective clothing. Uniforms shall not be worn outside the
catering establishment or worn to or from work, as
uniforms are worn to protect the food from the individuals.
In addition to this, it is imperative for security reasons that
you do not wear your uniform to/from work.
Laundry: Uniforms should be washed separately from other
clothing as per recommended guideline. Soiled uniforms
should be kept separately from clean.
Nails: Must be kept short and clean. Nail varnish / false mails
are not permit.

17. • Jewellery: The only jewellery allowed is a plain
wedding band. All body piercing must be removed.
Watches are not permitted.
• Tights/socks: Navy or black socks are permitted when
wearing trousers. When skirts are worn,
tights/stockings should be flesh colored.
• Mobile Phones/ Pagers: Are not permitted in the
workplace unless issued/authorized by the company
for business use.

18. Personal Hygiene
Maintaining personal hygiene is necessary for many
reasons; these can be personal, social, for health reasons,
psychological or simply as a way of life. Essentially
keeping a good standard of hygiene helps to prevent the
development and spread of infections, illnesses and bad
odour’s.
Hand washing cannot be emphasized enough as this simple
action can prevent a variety of illnesses and disorders
developing. Many people 'forget' to wash their hands after
using the toilet or before handling foods; this can cause a
great deal of illness and even death.

19. Personal Hygiene
Where suffering from dysentery, typhoid,
viral hepatitis (including virus carriers),
active tuberculosis or skin disease it is
necessary to promptly stop direct contact
with food. You should contact your manager
immediately and seek treatment from your
doctor. You are not allowed to return to work
until you can provide proof that you have
cured been and are no longer infectious.

20. Top tips to remember

21. Good Personal Hygiene in Food Processing

22. Service Standards
It begins with the first contact a customer has with you at our account.
Warm, sincere greeting on first contact. Establish whether you have what
the customer needs (offer to help find it)-provide it or suggest better
alternative, to their benefit. Develop an easy, positive rapport with the
customer which lets them know they are respected and appreciated. Go
above and beyond. Then, provide an easy, efficient way to complete the
transaction. Sincerely and warmly thank the customer for their business and
invite them to come back if ever they need your help again (in whatever way
is appropriate in your case). Actually, that's excellent customer service- and
it keeps people coming back to you.
At AFOOZO we have created standards to set us apart from our competitors,
these are some of the minimum standards we expect our staff to observe
every day when interacting With customers, guests and clients.

24. What does Good Customer Service Mean?
Your Health & Safety Responsibility
You have a responsibility to take care of your own health and safety
and of others who may be affected by your actions. You should co-
operate with all AFOOZO procedures to ensure that a high level of
health and safety is maintained at all times.
Many accidents occur when staff members use equipment without
proper training. Due to the nature of duties in our accounts, staff and
jobs change frequently.

25. Basic Health & Safety Rules
BASIC RULES
Only trained and authorized staffs are permitted to clean and dismantle
equipment. Certain equipment such as a waste disposal machine, food slicing
machine, food mixing machine, must only be operated and cleaned by trained
personnel over the age of eighteen.
NEVER attempt to clean any equipment until it has been switched off and isolated.
Ensure that gas and electric supplies are turned off and isolated.
Ensure that equipment has cooled down before commencing cleaning.
BEFORE commencing any cleaning operation, ensure that you are wearing any
PPE that may be required for the task. Do not undertake any cleaning
operation if you are not wearing all PPE required.

26. Basic Health & Safety Rules
While carrying out cleaning operations, ensure that you adhere to your chemical handling
and manual handling training.
Ensure that wet floor signs are used to indicate cleaning in progress. If any spillages occur
during cleaning, ensure that they are cleaned up immediately.
Do not turn on the master switch or isolator if any cleaning or equipment maintenance is in
progress.
Caution must be exercised at all times while cleaning equipment. Never immerse electrical
appliances in water. Never immerse plugs or cables in water.
Ensure that equipment is correctly re- assembled following
When cleaning is completed, ensure that PPE is removed in the correct order and that it is
checked for any defects. Ensure that your hands are thoroughly washed and dried
and skin re-conditioning cream is applied.

27. Personal Protective Equipment(PPP)
Potential hazards: Chemical splash, risk of contaminating food by hair contact,
cuts, skin infection, slips, falling objects, toxic and harmful dusts, gases and
vapours, temperature extremes.
Control Measures: All staff is legally obliged to make full and proper use of PPE, take
reasonable care of it, and report its loss, destruction or any defect.
Only PPE as approved by the Health and Department is permitted. Consult
approved health and safety supplier list.
Only trained staffs are permitted to carry out tasks requiring the use of PPE.
Before performing a task, ensure that you have all the required PPE for that specific
task. Safety shoes must be worn at all times. Ensure that the PPE is clean and in
good condition and that it is the correct size and fit

28. Personal Protective Equipment(PPP)
Always put PPE on BEFORE commencing the task and wear it correctly as per your
training/ instruction.
If the correct PPE is not available- DO NOT carry out the task.
If PPE becomes damaged while carrying out a task, discontinue the task.
NEVER remove your PPE until the task is completed. On completion of the task,
wash your hands before removing any PPE (including protective gloves/ gauntlets).
Remove PPE in the following order:
Heavy-duty plastic aprons must be removed first- wipe clean and ensure that no
hazardous substance remains.
Wash & dry your hands thoroughly (you will still be wearing protective gloves).
Secondly, remove respirator mask- check mask and if damaged, discard it
immediately.

29. QUESTIONS???

30. SUGGESTIONS???

31. THANK YOU FOR YOUR TIME…