Avoiding Customer Service Traps - School Nutrition · 2017. 7. 7. · Title: Affiliation or Financial Disclosure Author: Toni Vega Aiken Created Date: 7/3/2017 4:14:31 PM

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

Avoiding Customer Service Traps

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

Session Objectives

Participants will discover the traps of

customer service that can kill or maim their

program.


Session Objectives

Participants will learn to identify the customer

service traps and decide if they are guilty of

any them.


Session Objectives

Participants will leave with the identity of

common customer service traps, will have added

some traps from their own experiences, and will

have solutions on how to disarm these traps.


Customers


Service


Traps

What is a trap?


Traps

What is a trap?

Why should we avoid them?


Traps

Why should we avoid them?


Trap

Can they be intentional?


Know Good Customer Service vs Bad Service

What is good customer service?

What is bad customer service?


Know Bad Customer Service

According to My Survey:

Dirty line, water cooler

Order is wrong

Not apologizing for errors

Pointing to what you need

Excited that time is almost over




Not thanking you

Not checking back with you

Not offering help




Indifference to your problems

Following you around




Not acknowledging you are there

Put on hold – in person or on phone

Serving food with finger in it; or drink with fingers

wrapped over




Dumb Questions


How Do We Recognize

Who Gets it Right?

Places to Eat -

Places to Buy Groceries-


My Favorite Customer Service Store

Bubba Gump Gets It Right –

Someone has done such a WOW job, that you probably will

never forget it.


LET’S START WITH OUR TRAPS

You may think of others. If you do, we may have

time to discuss.


Trap – Not Knowing How/Why to Tell Your Story

Why Tell a Story –

How Does Storytelling Improve Customer

Service?


Trap – Lacking an Elevator or Aisle Pitch

Who?

What?

Why?

How?


Trap – Not Training All Staff

From the Dishwasher to the Manager – is the staff

trained enough about your program so that they

can give the one-minute speech we just discussed.


TRAP: Communicating Poorly

Explain what goes on

in your school

Repeat if not sure you

are understood


TRAP: Not Explaining or Following Rules

Explain what

your

regulations are

for each

program and

why they make

sense – if they

do


TRAP: Accepting the Ordinary

Ordinary

or

Extraordinary?



Ordinary or Extraordinary?



Ordinary or Extraordinary?


TRAP: Lacking Persistence


TRAP: Not Understanding Options

Is It Half Full or Half Empty?


TRAP: Not Understanding Options

Can I fix my problem?

No matter how long you have traveled in the wrong

direction, you can always turn around.


TRAP: Lacking Excitement

A Big Reveal - Why? When?


TRAP: Repeating Ineffective Procedures


TRAP: Lacking Stage Presence

Ask to be on programs at school,

– 2 Per month?

Back up, Review, Improve -

Consider Work with Coordinated School Health,

PTA, PTO

Volunteer to be a part of the school


TRAP: Lacking Pizzazz

• Willie's Way: 6 Secrets for Wooing, Wowing and Winning

Customers and Their Loyalty” – Phil VanHooser (Wiley, 2005).


TRAP: Trying to Un-Ring a Bell

How difficult is it to

“un-ring” a bell –

to forget information

once it is known.


TRAP: Forgetting to Evaluate

Why? Who Helps?

Re-assess why you

do something –

hide your food,

have it all the same

color, have bad

quality, full of

plastic?


TRAP: Not Seeing What You See

Each meal – look at the

line

Look at it from your

height, but also student

height

Open your eyes.


TRAP: Keeping Energy Vampires Out

HOW DO YOU IDENTIFY THEM?

CAN YOU CHANGE THEM?

CAN YOU ELIMINATE THEM?


TRAP: Lacking Worker Empowerment

Just do what is right!

You shouldn’t have to even think twice about this.


TRAP: Being Condescending

Respect Your Customer


TRAP: Communicating Ineffectively

Let Others Know What You Want

Be Specific


TRAP: Mindlessly Repeating Routines

Letting the Routine Become Negative

Does anyone feed 500 lunches a day?

500 lunches times 180 days = 90,000 lunches

served per year.

Over a 10-year period, you will have served

900,000 lunches.


TRAP: Not Showing What You Do Well


TRAP: Not Using – USDA Recipes

USDA’s Crunchy

Hawaiian Chicken

Wrap


TRAP: Not Using All 5 Senses


TRAP: Not Listening


TRAP: Not Knowing When the Horse is Dead


TRAP: Not Knowing When the Horse is Dead


TRAP: Starting the Countdown

What are you saying to the students?


TRAP 21: Presenting our Worst Look

What is last thing

students see?

We remember best what we saw last!

Where do we post our

messages?


Our Bucket List

We remember best what we saw last!


TRAP: Hiring the Wrong People

This says it all:


TRAP: Not Introducing Yourself - Who? Who? Who?

You are someone’s hero – let them know who you are -


What is the Last Impression


Eliminating Traps Will Allow -

Great Customer Service:

Necessary Rewarding

Fun Unexpected

Creative Common throughout

Exceptional Extraordinary


AFFILIATION OR FINANCIAL DISCLOSURE

Sarah White

• Consultant: Colyar Consulting

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

PROFESSIONAL STANDARDS CODE

• This session provides one (1) CEU

– Key Area 4: Communications & Marketing – 4000

– Key Topic 4130: Avoiding Customer Service Traps

Documents

Avoiding Customer Service Traps - School Nutrition · 2017. 7. 7. · Title: Affiliation or Financial Disclosure Author: Toni Vega Aiken Created Date: 7/3/2017 4:14:31 PM