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Customer Service

Staff training

Richard Holden

on 19 March 2013

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Transcript of Customer Service

Foundations Customer Care Happy Staff =Happy Customers Customer Loyalty Repeat
At Merrie England we are proud
to say we serve only the very
best, fresh food and good quality coffee from a local roastary. We should never lose focus
of our customer. Even when
the shop is quiet we need to
always be alert and look out
for customers.

Do not shout and have loud
conversations. Its not
pleasant to listen too Customer Service
at Merrie England Some Customers may ask for something
that might take longer to make or may seem
a bit of a hassle. Never show this in your body language. Never sigh, 'huff and puff' or tut.

Always be pleasant and friendly in your manner
whatever job your are undertaking.

Remember to SMILE! If a customer is greeted with friendly, smiling staff, provided with a great product which is well made and served quickly then it is highly likely that that customer will come back again and again. The best result from providing good customer services is repeat business.

All our hard work which goes into providing the very best products and caring for the customer (roots) allows the business to florish and be successful.

"My family and I have visited most of them and especially the one in Kirkgate for over 20 years." 6. Appreciate the power of "Yes"
Always look for ways to help your customers.

When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards.

Look for ways to make doing business with us easy.

Always do what you say you are going to do.
9. Get regular feedback.
Encourage and welcome suggestions about how you could improve.

There are several ways in which you can find out what customers think and feel about your services.
- Listen carefully to what they say.
- Check back regularly to see how things are going. ROOTS TO SUCCESS! Customer Care
At Merrie England we aim to provide our customers with FAST, FRIENDLY and EFFICIENT service Serving the customer at the counter is one of your main priorities of duties in the coffee shop.

Serving the customer is Team Work. At busy times whenever possible there should be two people serving, one person working the coffee machine and a minimum of one person passing or making the sandwiches for the member of staff on the counter. When there is less staff on shift, members of staff should help the person serving when a queue forms. SERVING THE CUSTOMER Smile and Greet! As soon as the customer walks in to the shop you must do the following:

Make eye Contact

Give a big smile

Greet them appropriately
"Good Morning"
This most important part of the customers experience is at the counter. Whomever is serving or taking food orders must say one of the following phrases.....

There are also phrases which you should not use. These come across as being quite abrupt and rude. These are... "Yes please"

"Yes please, can I help you?"

"How can I help you?"

"Yes please, what would you like?"

"What can I get for you?" "What are you wanting?"

"What do you want?"

"YES?" Service Awareness Thank you and farewell! When you see a customer leaving,
whenever possible say 'Thank you'
or 'Goodbye' Bad customer service is like pouring poison on the roots of our well established business.

"Rude, obnoxious staff"
"Very unpleasant experience, I wouldn't go again!"
"Rude surly staff with attitudes"
"Ignored for a couple of minutes whilst staff hung around chatting"
"All they seem to do is stand around being rude about customers literally in front of their faces"
“Miserable England”
“Awfully Good Food, (Some) Awfully Bad Staff”
"They speak to you as if your scum on the bottom of their shoe!" Providing good customer service is like watering and caring for the roots of our business.

"The staff are welcoming and very efficient"
"I was welcomed by the staff the instant I got to the counter & the service was incredibly quick, even though it was so busy."
"Great sandwiches, lovely coffee, friendly service... what's not to like?"

This is proof that we are doing a good job already.
We want all of our reviews to be like this.

The customer is important to us and we expect our staff to think the same. What is customer service? 1. Customer is King!
We are in business to service customer needs, and you can only do that if you know what it is your customers want.

Never forget that the customer pays our wages and makes your job possible. 2. Be a good listener.
Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying.

Listen to their words, tone of voice, body language, and most importantly, how they feel.

Beware of making assumptions.

Effective listening and undivided attention are particularly important on the shop floor where there is a great danger of being distracted - always look around to see to whom else we could be serving. 3. Identify and anticipate needs.
Customers don't just buy products or services, they buy good feelings.

Food can be emotive; if a customer gets the wrong order it can be quite upsetting.

The more you know your customers, the better you become at anticipating their needs. 5. Help customers understand your systems.
We may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry.

Take time to explain how your systems work and how they simplify transactions.
4. Make customers feel important and appreciated.
Treat them as individuals.

Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust.

Customers are very sensitive and know whether or not you really care about them.

Thank them every time you get a chance. 7.Know how to apologize.
When something goes wrong, apologize. It's easy and customers like it.

Deal with problems immediately and let customers know what you have done.

Make it simple for customers to complain. Value their complaints.

As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

The customer may not always be right, but the customer must always win. 8. Give more than expected.
Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition.

Consider the following:

- What can you give customers that they cannot get elsewhere?
- What can you give customers that is totally unexpected? 10. Treat employees and colleagues well.
Employees and colleagues are your internal customers and need a regular dose of appreciation.

Thank them and find ways to let them know how important they are.

Treat your employees and colleagues with respect and chances are they will have a higher regard for customers.

Treating customers, employees and colleagues well is equally important. Customer service is the provision of service to customers before, during and after a purchase. What is excellent customer service? “Excellent customer service is the ability of an organisation to constantly and consistently exceed customers’ expectations” FRESH IS BEST! Merrie England's
Customer Service
Ten Commandments Job Satisfaction &
Job Security Staff who deliver good customer service receive their customers’ appreciation and are further motivated to offer good customer service and so on

Without Customers our jobs would
simply not exist! THE END Thank you for listening
Any Questions?? Customer service experts know that while one happy, satisfied customer might tell 5 friends and family of their pleasant experience, an unhappy customer is more likely to share the bad news with up to 100 people. Communication Non-verbal Communication Facial Expressions
Body Language
Body Contact
Eye Contact Tone of Voice “Voice tone” relates to the musical aspects of your voice, these are:
- Pitch
- Volume
- Pace
- Emphasis.

People respond instinctively to voice tone;
either positively or negatively WORDS Your actual Message...
what you are saying to someone. NEVER SAY NO.... Come up with as many words or phrases other than “NO” to communicate your message? ACTIVITY 3 ACTIVITY 2 There are 3 elements involved in face to face communication:
1.What are they?
2.What percentage of each element makes up face to face communication? Communication Activity 3

< We are about to watch a video clip >
It is important you focus on what is happening on the screen.

Count how many times the team in white pass the ball to each other. AWARENESS Complaints How to deal with a complaint Apologise Empathise Summarise Strategise If you have an abusive customer,
go into computer mode Computer Mode Mystery Shoppers We have now employed mystery
shoppers to check our standards
are being upheld.

Please be aware that the next
customer you serve maybe
judging you and your shop.
Full transcript