GOALS. To treat every customer as if it is their first Pizza Boli s purchase. To become a part of the community

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2 GOALS To treat every customer as if it is their first Pizza Boli s purchase. To have consistent products To become a part of the community 8-1

3 THE CUSTOMER The customer is the most important person in any business. The customer is not dependent on us, but rather we are dependant on them. The customer is not an interruption of our work; he is the reason for it. The customer does us a favor when they call; we are not doing them a favor by serving them. The customer is a part of our business, he is not an outsider. The customer is not a cold statistic; he is a human being with feelings and emotions just like our own. The customer is not someone to argue or match with. The customer deserves the most courteous and attentive treatment we can give him. The customer is the life and blood of this business. YOUR IMPORTANCE Any food service operation can do everything right and still lose the customer. How? by telephone. Surveys have shown that most customers are lost through poor service. Pizza Boli s service starts when you pick up the phone and first speak to the customer. The entire relationship with the customer is totally up to you. You can, with goodwill and courteous treatment, create a lasting bond between the customer and Pizza Boli s. Always remember this; you are the most important first impression of our company. 8-2

4 PROBLEMS YOU MAY HAVE -CUSTOMER OUT OF YOUR AREA- If an order is taken, then discovered later to be out of the delivery area, call the customer back right away and suggest another Pizza Boli s store that could serve them. If there is no Pizza Boli s store, then recommend someone else. You could also offer a discount if the customer could come and pick the order up. -CUSTOMER COMPLAINTS- Refer all complaints to the manager in charge. -COMPLAINT OF ORDER NOT YET RECEIVED/LATE- Tell the customer the truth about the whereabouts of their order and give them your best guess as to when it will arrive. 8-3

5 Customer Concern Procedure Upon receipt of the concern, the customer will be asked if they contact the store first. If not, they will be asked to do so and if a satisfactory result could not be obtained, they are to call PSI. Any customer concerns about late orders will automatically be directed back to the store. All pertinent information will be obtained from the customer and entered into a database. The various types of concerns and complaints have been assigned a number. Cold food=1 Rude service=2 Foreign Object in food=3 The database will track the concerns by the following criteria; customer name, phone number, address, complaint #, store #, date, employee involved (if any). This is an attempt to track customer complaints to help weed out chronic complainers as well as to identify problematic areas in our service and employees. The store manager will be contacted and interviewed when necessary. All documentation will be placed in a folder in the store s file. This will be available to the franchisees by request. This is an attempt to handle all of our customer problems immediately and efficiently to improve the quality of our service. Any questions or concerns should be directed to PSI. 8-4

6 CUSTOMER COMPLAINTS The customer is number one to us. One unsatisfied customer has a multiplying negative effect on our business. The following procedures are to be used to handle customer complaints. Use a copy of the complaint form as a guide. When a complaint call is received it needs to be handled by the Manager or Assistant Manager. Fill out the form completely while talking to the customer. Be patient and understanding even if you are very busy. Speak with the utmost courtesy and respect while doing your best to satisfy the customer. If a complaint call needs to be returned then use the following: Good afternoon, this is. I understand you have a complaint. Could you please tell me how I can help? Let the customer finish is explanation. Try not to interrupt. You as a Manager are authorized to do whatever is necessary to please the customer. If you have a customer you cannot satisfy, tell the customer Your business is very important to us and we would like to turn your complaint over to the Pizza Boli s corporate office. Would it be alright if they call you back within two business days? Leave the conversation on a pleasant note. Call your area manager or call the corporate office and inform them about the situation and they will take it from there. The office handles customer complaints to save your customer, not to undermine the store employees. 8-5

7 CUSTOMER COMPLAINT CODES The following are the codes attached to each customer complaint that is called into the Complaint Hotline: 1. Wrong Order 2. Poor Food Quality 3. Rude Service 4. Gift Certificate not Honored 5. Cold Food 6. As/Special not Honored 7. Overcharged 8. Miscellaneous 9. Order Late 10. Poor Portioning 11. Illness 12. Store Closed 13. No Door-Hanging 14. Foreign Object 8-6

8 CUSTOMER COMPLAINT POLICY Managers and/or Shift should be the only people handling complaints. If you are neither a Manager nor a Shift Supervisor, politely tell the customer(s) you will need to get your superior. ALWAYS apologize to the customer and assume they are telling the truth. You are not conducting an interrogation; you should LISTEN to the customer, not judge them not argue with them. Empathize with your customer, let them know that you know how they feel and share their concerns. Remember customers are your business, without them you would have to income. Complaints should be handled IMMEDIATELY. The longer you wait, the harder it is to produce outstanding customer service. Follow up with your customer as quickly as possible, preferably the same day, but in any event within the timeframe you originally gave them. If a customer wants replacement of a missing or poorly made item, it should not have to turn into an ordeal for you to replace it. If more than 30 minutes goes by without that item being replaced, the whole entire order should be replaced free of charge without any questions asked. Complaints that have first been addressed the store should never have to reach the PSI Franchisor Office. If they do reach the PSI Franchisor Office, the complaint shall and will be resolved within a 48 hour period. If we are unable to get a hold of the store Manager /Owner or come to an agreement, a Gift Certificate will be issued for what we deem fit. If a Gift Certificate is issued from this office, it is to be honored in the full value stated on the certificate with no questions asked. NEVER refuse to give your name. This will not be difficult if you are wearing your required name badge. NEVER refuse to give them the number to the PSI Franchisor Office ( BOLI). 8-7

9 CUSTOMER RELATIONS Always keep in mind that a customer can walk through the door at any moment. It is our responsibility to do whatever we can to make that customer s experience a pleasant one; one that will ensure a return to our restaurant. Throughout your shift keep the following factors in mind: 1. Smile often, be pleasant 2. Stay neat and clean 3. Keep your work station clean 4. When a customer walks through the door and you notice they aren t being quickly acknowledged, please say hello with a big smile or at least a friendly nod. 5. If you see something in the front of the store which could be unpleasant to a customer, take the initiative to remove it or make arrangements to have it cleaned. Examples: A. Broom/dust pan lying around B. Dirty towels in customer s view C. Drink cans in view D. Personal items lying around 8-8