...TRAINING & DEVELOPMENT PROGRAMME

Transcription

1 CUSTOMER SERVICE STANDARDS......TRAINING & DEVELOPMENT PROGRAMME

2 THE ESSENTIALS CHECKLIST CUSTOMER SERVICE STANDARDS: THE ESSENTIALS CUSTOMER SERVICE STANDARDS: THE ESSENTIALS [Pick the date] The following points form The Essentials Checklist and will be discussed with you by your Manager before your first shift working with customers. You will be expected to consistently demonstrate these points from your very first shift onwards - please ask your Manager if you have any questions. THE ESSENTIALS WHENEVER WORKING WITH CUSTOMERS 1. WHY IS CUSTOMER SERVICE SO IMPORTANT? Our success as a Company directly depends on our customer service The more smiles we give and the more friendly we are, the more successful we will be 2. GREETING Greet all of our customers with a smile as soon as they enter the café Good morning/afternoon! 3. EYE CONTACT 4. SMILE Always make eye contact with customers as you walk past them and as you serve them Whenever making eye contact with any customer, you should smile 5. FRIENDLY TONE Your tone must sound happy and you should always be cheerful when speaking with our customers 6. CUSTOMER ALWAYS FIRST If you are busy doing something & a customer needs help, you must stop what you are doing immediately and rush to look after our customers The customers ALWAYS take priority over other jobs 7. EXTRA MILE o o Try to offer help before you are asked, for example: Ask parents if they would like you to get a highchair for their child Ask vulnerable customers if they would like some help carrying their tray to their table if you think they may struggle 8. GOODBYE Always say Goodbye & Thank you to our customers as they leave the café Customers love to hear the words No problem! when you are responding to their requests 2 Try to make eye contact with every customer, then smile this costs nothing yet makes a huge difference

3 FUNDAMENTAL STANDARDS FUNDAMENTAL STANDARDS Customers will only visit us over another café is they think it s worth it we must appeal to them more than our competitors! It is every team member s job to make it worth it at Boswells and ensure that every customer has an excellent experience. The following are the very basics that all customers should experience every time they visit: Friendly greeting Genuine smile Appropriate eye contact Quick service Be served in turn Be listened too Thank you! as they leave VIP treatment (Very Important Person) Be given the right of way Be served by a caring, passionate & enthusiastic team member 3 Eye contact is key to all of the above - always try to catch our customer s eyes then smile

4 THE CUSTOMER JOURNEY THE CUSTOMER JOURNEY Providing a fantastic customer experience requires PASSION from our Team Members it is much more than just producing the customer s order for food and drinks perfectly (though this is very important too!) To deliver an unbeatable customer experience, we must firstly understand the customer journey Pre-arrival & Anticipation Arrival Ambiance Departure Before the customer arrives at the café, they often have needs, wants and expectations already. For example, A working customer on a lunch break will need a fast service, so they have time to eat their lunch A regular customer may expect a conversation, and wish to be referred to by name When the customer arrives, they form their first impression of the café. They may make decisions based upon the appearance of the café and what is available on the displays Is the café clean? Are the team members friendly? Etc After entering the café, the customer experience can be influenced by many factors. These include The speed and quality of the service being provided The quality of the food and drink being served The atmosphere in the seating area etc. We can create a lasting impression by capping the customer journey with a thank you, and inviting the customer back Thank you very much! See you soon! Enjoy the rest of your day, ladies! See you again! 4 Always try to see things from the customer s point of view This will help us to look after them the best we can

5 THE CUSTOMER JOURNEY THE CUSTOMER JOURNEY At each stage of this customer journey, it is crucial that we fulfill all of the basic customer service requirements from page 3 (smile, eye-contact etc.) as a minimum. In order to deliver an UNBEATABLE customer experience however, we must strive to go the extra mile and exceed our customer s expectations. In other words, we should do much more than just these basic customer service requirements. Below are some examples of how this may be achieved Customer Enters Greet immediately, remembering regular customer's names If you are the customer side of the counter as they enter, greet them with a tray Food Orders Draw the customer's attention to any new menu or promotion Make appropriate suggestions & recomendations If the customer has a baby/young child, offer to heat up any baby food and offer a highchair Sweets and Drinks Offer a tray if the customer doesn't have one already Offer to take the tray to the customer's table if you think they may need help Make appropriate suggestions and recommendations Till Explain the loyalty card system and offer one Show the customer where to find napkins, milk, cutlery, sugar etc... At the end of the transaction, end with a passionate "Thank you" - say this with conviction Delivering Food Anticipate the customer's needs... Offer sauces and ensure the customer has cutlery where appropriate Think about what the customers may need... If they don't have it, offer it Saying Goodbye Thank our customers as they are leaving & invite them back "Thank you very much, Valerie! See you soon!" 5 Try to remember some of these examples so that you can go the extra mile today

6 CUSTOMER S POINT OF VIEW CUSTOMER S POINT OF VIEW There is much we can do to ensure that our customers consistently have a fantastic experience at our cafes It helps if we know what our customer s expect from us. When surveyed, the vast majority of customers pinpointed the following eight areas (in no particular order), which they said defined great customer service Acknowledge me... "Good Morning!" Smile at me Talk to me before I talk to you Listen to me Anticipate and understand my needs Thank me Remember me and my likes & dislikes Invite me back... "See you soon!" Why? 6 Customers WANT to see these eight things let s be the café which demonstrates them! This will help us to achieve our vision and become the BEST café experience in town

7 DELIVERING AN UNBEATABLE EXPERIENCE DELIVERING AN UNBEATABLE EXPERIENCE A key factor to delivering a great customer experience is the customer waiting time. We aim to deliver a high speed, quality service to all of our customers. Waiting times can become an issue in a number of areas; for example, Queue times for food and drinks Time taken to deliver a customer s food order Time taken to deliver a drink to a waiting customer Time taken to resolve a customer problem To give the best possible customer experience, we must keep waiting times to a minimum, whilst still maintaining a very high standard of service. Why? Nobody likes standing in a queue for a long period of time if we cannot serve our customers quickly, they are likely to leave the queue and not return Waiting longer than 10 minutes for food means the hot drink will be cold by the time the food arrives 7 Communicate well with teammates the Team Member making drinks should tell the person on the till what is being prepared. Asking the customer again means more questions will have to be asked; this will take time and is likely to annoy the customer also! React to bottlenecks quickly. For example, if there is a large queue for food orders but a small queue for drinks, ask your Manager if they d like you to help take food orders Acknowledge queuing customers as soon as possible, even if they cannot be served immediately Hi there! We ll be right with you!. Then, they know you are doing your best to get to them and will be happier to wait!

8 DEALING WITH COMPLAINTS DEALING WITH COMPLAINTS Customers should receive their food and drink order perfectly, first time. If a customer is not 100% satisfied with their Boswells experience, we must try and recover the situation and ensure the customer leaves happy, with a view to return. In these situations, try and follow the procedure which follows (3): Apologise (4): Find a solution (5): Check (2): Listen (1): Take ownership (1): Take Ownership: If a customer approaches you with a problem, you should try and deal with it yourself. (Note that any complaints regarding product quality should be referred to the Manager immediately). Look out for people who may be unhappy and check they re okay Don t wait for them to come to you! (2): Listen: Listen carefully to the customer; don t interrupt them whilst they re telling you about the problem (3): Apologise: Apologise for the error/issue on behalf of the entire team I m sorry your coffee was not up to our usual high standard 8 (4): Find a solution: If you re unsure on an appropriate solution or think a refund may be necessary, you must speak with your Manager first. Be sure to tell the customer what you are doing Let me just go and speak with my manager for you ***Be careful not to over promise and under deliver*** If you think you can find a solution, you still need to tell your Manager afterwards we want to ensure that it doesn t happen again (5): Check: Go back and see the customer a little later make sure everything is okay now Sorry about before! I just wanted to check that everything is okay now?

9 DEALING WITH COMPLAINTS DEALING WITH COMPLAINTS The key thing to remember is that, complaint or not, you are still dealing with a customer. You cannot disagree with the customer, even if you think they might be wrong Sorry is a very powerful word, and goes a long way If you disagree, put your feelings to one side and remember what we are trying to achieve an unbeatable customer experience Make sure our customer leaves happy with a view to returning next time! Why? If a customer has a bad experience at Boswells that we do not handle well, they are unlikely to return this goes against our loyalty value and hence our vision will not be achievable These people are also likely to tell their friends and family, so we will lose more than just this immediate customer Keep calm and react appropriately Try and take a complaining customer out of earshot of other customers If you are struggling to deal with the situation, do not muddle through explain to your Manager what has happened and ask for help; be sure to let the customer know that this is what you are doing, or they will think you are leaving them Perhaps my Manager can be more help, let me just go and get him/her for you 9 If you are understanding and caring towards the customer and respect their point of view, they will respect you also Nothing is gained by winning an argument but losing a customer!

10 FLEXIBILITY & MAKING IT YOUR WAY FLEXIBILITY & MAKING IT YOUR WAY One thing that sets Boswells apart from our competitors is our flexibility. Being one of our values, flexibility is important in all aspects of the café, Team and customers. We are passionate about offering an unrivaled level of flexibility with all of the food and drink menus we make it the customer s way. All Team Members should strive to promote this making it your way ethos and a no problem attitude should be adopted for customers who do wish to make the most of this flexibility. Why? Few places are able to offer such flexibility with their menus; it is a key selling point for us and is another way of impressing our customers! Being flexible with the menus helps us to work towards our vision and become the BEST café experience in town There are a number of ways of promoting our making it your way ethos. For example, 10 If a customer is looking at the menus: If it s any help to you, we are very flexible with what we offer the menus are just ideas! If you can t see what you d like, please let us know and we may be able to make it to order for you! If a customer asks for a weak coffee No problem! I can make you a latté with only one shot of coffee if you d like!? If it is a quiet period and a customer asks for something we do not have, it is not unheard of to rush to the local supermarket to get some for the customer. This really is going the extra mile and when explained to customers, they love it! (Please check with your Manager first we do not want to over promise and under deliver!)

11 VERY IMPORTANT PERSONS VERY IMPORTANT PERSONS To deliver an UNBEATABLE customer experience, we must make the customers feel like VIPs (very important persons!) In order to do this, we must show them that we care, and be passionate about the service which we are providing. There are a number of ways we can do this, including Greet our customers as soon as they enter the café & thank them as they leave Seek our customer s feedback about our products These flatbreads are new to the menu, so we d love to hear what you think of them once you re finished! Holding a tray out for customers as they enter the café Being aware of when a drink is taking longer to make, so taking it to the customer s table instead of them waiting at the counter Why? Greeting our customers as soon as they enter the café helps us to create a great first impression. Even if you are busy and are not able to serve the customer immediately, you can still greet them, with a smile and eyecontact! Good afternoon madam, someone will be with you in just a second! This demonstrates passion and shows that we care we value our customers and have acknowledged that they are waiting! The same can be said for thanking and inviting our customers back as they are leaving Thanks very much gents! Enjoy your day and we ll see you soon! 11 A greeting is a friendly welcoming, such as Good afternoon! or Good morning, Billy! What can I get you? and Next please are NOT examples of greetings and should not be used as such Aim to please our customers! Try to make them smile by delivering an excellent service they will appreciate it!