SERVICE SEMINAR FOR INTERNATIONAL CAFE.ppt

Service Seminar for IS Cafe

4. TOP 2 ON MY
LIST….
LET’S GET TO KNOW
EACH OTHER AND
PLAY….

5. TOP 2 ON MY LIST FOR…
NAME:
POSITION:
•2 unforgettable POSITIVE SERVICE
EXPERIENCE
•2 things I did that I think made my customer
feel dissatisfied

6. Course Outline
Who is the Customer?
Going the Extra Mile for Our Customers
Creating “Knock Your Socks Off ’’
Service
Our Mission Statement
The Front Liner’s Oath
RAPSS

7. THE TWO TYPES OF
CUSTOMERS

8. EXTERNAL Customers
People outside the
store who avail of
the company’s
products & services
by paying for them.

9. INTERNAL Customers
Employees & departments of our company
who use your output or your services.

10. The CUSTOMER is
anybody who touches
your work or output after
you.

11. How do we rate the
I.S. Café in following
areas?
FOOD =
SERVICE =
CLEANLINESS=

12. The precise instant a customer
COMES INTO CONTACT with any
aspect of our business and the
basis of that contact
FORMS AN OPINION about the
QUALITY of your SERVICE and
potentially the QUALITY of our
PRODUCT

13. These are instances that our
customers encounter I.S.
Cafe and
form an impression about us
(whether good or bad).
This is when we
will establish our TOTAL
CUSTOMER SATISFACTION.

15. Customers are
delighted !
Expectations
were met or
exceeded

16. MOMENTS OF
MISERY CUSTOMERS

expectation
were not
met.

17. A repeatable sequence of events
in which various people try to
meet the customer’s needs and
expectations at each point.

18. It begins at the very first
point of contact and ends,
only temporarily, when the
customer considers the
service complete and it
begins anew when he or she
decides to come back for
more

19. PARKING LOT
ENTER STORE
GUARD
DINING CREW
MANAGER
FIND VACANT TABLE
TAKE ORDER
DINING CREW/ STATION
FLOOR
CLEANLINESS
TABLE
CHAIR
FOOD
GREETINGS

20. 




21. 







22. One satisfied customer x 3 + 3 =
One DISSATISFIED CUSTOMER
+ 8 PEOPLE HE KNOWS = 9
8 X 5 = 40
40 X 3= 120
120 + 120
240 PEOPLE WILL
KNOW ABOUT THE BAD
EXPERIENCE
Only 7 people will know about the POSITIVE
experience

23. When service..
Meets are...
Our customer feels...
Will they come back?
FALLS BELOW THE LEVEL OF EXPECTATION

DISAPPOINTED, ANGRY, IRRITATED
NEVER!!!!
NOT MET

24. When service..
Meets are...
Our customer feels...
Will they come back?
MEETS THE MINIMUM LEVEL OF EXPECTATION
MET
OKEY LANG! NOT BAD. NEUTRAL
MAYBE, IF I’M IN THE AREA

25. When service..
Meets are...
Our customer feels...
Will they come back?
EXCEEDS EXPECTATION
MAGIC, AMAZED AND IMPRESSED !
DEFINITELY!
SURPASSED!

26. The 4 Basic Needs of Our
Customers:
1. NEED TO BE UNDERSTOOD
Paraphrase back what is being said
Listen for feelings communicated as well
as the content of the message
Empathize with problems or
predicaments

27. 2. NEED TO FEEL WELCOME
Provide a warm and friendly welcome
Talk in a language everyone will
understand
Engage in friendly conversation

28. •3. NEED TO FEEL IMPORTANT
Learn to call others by name
Do something special
Tune in to individual needs

29. 4. NEED TO FEEL COMFORT
Set customers at ease
Relieve anxiety
Explain the service procedures carefully
and calmly

30. WHAT WILL
OUR
CUSTOMERS
DO OR SAY TO
SIGNAL A
BASIC NEED?

31. “HEY, I NEED TO BE
UNDERSTOOD…”
Customers repeating themselves
Speaking slowly, as if to a kid
Speaking loudly, as if you’re deaf
Getting angry when you don’t give their
special request
Bringing a companion to help explain to
you what she wants

32. “HELLO??!! I NEED TO
FEEL WELCOME
HERE!!”
Customers looking around from outside
the glass panels before coming in
Waiting for their companions outside so
they could go in together
Wearing “japorms” clothes just for the
occasion

33. “LOOK AT ME, I NEED
TO FEEL
IMPORTANT!”
Customers bragging about the people
they know in I.S. Café --- “people who
can make things difficult for you.”
Flashing large bills in your face or a
display of heavy jewelry

34. “BOY… DO I NEED
TO FEEL
COMFORTABLE..”
Customers who are loaded with heavy
bags
Customers with babies or young kids
Messengers, maids, errand boys ( C D
class) bearing written orders from their
amos
Peculiar customers, e.g., those with heavy
bisaya accents, “girlash akish,” “feach
mango fie,” etc…
Handicapped and other special customers

35. LEARNING POINTS :
Once customers experience a new level
of service in any store or location, they
carry a DESIRE for that level of service
everywhere they go.
Consistent, dependable and reliable
service used to be good enough to keep
your customers happy—BUT NOT
ANYMORE.

36. The level of service you provide must
continue to go up– at least as high as
your customers’ RISING
EXPECTATIONS.

37. CUSTOMERS’ RISING
EXPECTATIONS
I.S. Cafe ---------- “THE BEST!”
Other Restaurants -------- “Competitive!”
Videoke Bar & Restaurant ----”Wow!”
Cooking-ng-Ina-Mo Carinderia – “ok
na”

38. PASSIVE CUSTOMER
SERVICE
Gives the impression that you are:
UNCARING
UNRESPONSIVE
UNINVOLVED
RUDE
Under delivers
Barely meets customer needs

39. PROACTIVE LEGENDARY
CUSTOMER SERVICE
Goes that extra mile to be:
SINCERELY INTERESTED
PLEASANT & WELCOMING
COMFORTABLY WARM
H U M A N
Makes customers increase their
confidence in your abilities
“Babalik-balikan!” – suki system

40. CONTACT OVERLOAD -
It is a recognizable psychological
syndrome experienced by frontline people
who either CAN’T HANDLE EXTENSIVE
HUMAN CONTACT or GET TOO MUCH OF
IT UNDER SOME CIRCUMSTANCES.
The result can often be a form of masked
hostility that shows up in ROBOTIZATION
of the job.
“Thank you, come again, NEXT!”

41. What About in I.S. Cafe ?
Beginning at an early age of 3 years old up to
an average life span (still able to eat I.S. Cafe
products) of 70 years X the average buying
power of P 60.00, if he will eat at I.S. Cafe
 twice a week….
70 yrs. Less 3 yrs. = 67 yrs X 52 wks X 2
visits weekly X P 60.00
If we are able to get the loyalty of ONE
CUSTOMER alone FOR LIFE ---- P 418,080
sales!!!

42. IT JUST TAKES
10 SECONDS for
a CUSTOMER to
FORM 12
IMPRESSIONS.

43. SINS OF
CUSTOMER
SERVICE

44. 1. “ I DO NOT KNOW” -customers expect us to
know our products and promos.
2. “I DON’T CARE” - customers want to see
that you take pride in what you are doing.
3. “ I CAN’T BE BOTHERED” - actions speaks
louder than words
4. “I don’t like you” - they are sensitive and
they can feel it. The more obnoxious your
attitude towards them the more they will
remember it.
5. “ I know it all” - forced selling, being pushy

45. 6. “YOU DON’T KNOW ANYTHING” - If
you rudely,insensitively, cut off, put down, or
demean customers,for having confused with
the wrong idea, you slam the door in their
faces.
7. “WE DON’T WANT YOUR KIND HERE” -
prejudice, treating differently customers who
shows up in better suits.
8. “DON’T COME BACK” -you make them feel
that they are an inconvenience in your day

46. 9. “I’m right and you’re wrong” - arguing with
customers.
10. “ Hurry up and wait” - respect
your customer’s time and you’ll find
they will respect you in return.

47. How Do Customers Rate Us?
“Ahh.. This mgr. wants me to
come back..”
“They help me fill my wants &
needs..”
“That crew really listens to what I
have to say..”
“Aba, I am greeted sincerely and
made comfortable in an instant.”
“I feel very important here.”

48. HOW IS IT DONE?
When a customer is angry
 do your best to stay calm.
1
st
listen carefully to allow his anger to
subside. Proceed w/ an apology, then try to
agree on how to solve his problem.
When he has a question
Take the time to give a PRECISE & CLEAR
EXPLANATION.
When he has a problem
Use all available resources & your authority
to work out a solution promptly.

49. When he is uncertain about his choice
Suggest factors he may need to consider
to make his decision, but tell the truth.
When he asks if he can return his
purchase
Be both patient & pleasant in explaining
what he can do & how your store can help.
If he questions a claim of our company
Carefully state the facts & justification
behind the claim; don’t exaggerate.
When he has to stand in line in order to
be served
Do something to ease the situation &
prevent the problem from becoming worse.

50. WAITING is inevitable
at times, but it can be
MANAGED.. BY YOU!
What you should do is spot the
CONTEXT of the wait &
understand the
PSYCHOLOGY --- then you can
find ways to handle it.
>What is he waiting for? For
how long? Why the long wait?

51. DON’T SAY….
“Na-punch ko na po eh….”
“P 20.00 your change..”
“Hindi po puedeng makitawag sa phone namin..”
“Baka pagalitan po ako ng manager.”
“Nakasulat po sa Order Slip., 2 ang order nyo
eh.”
“Ano pa po?”
“Wala pong CR dito.”
“Sandali na lang ho, naibigay sa iba yung order
ninyo eh..”
“Puede ho kulang ng dyis ang sukli ko?”
“Yes, Sir?”

52. INSTEAD, SAY….
“Puedeng-puede po! OK lang po yun. Ano pong
ipapalit natin?
“Your change is P 20.00 po.”
”OK lang po ba kung kami na lang po ang tatawag
para sa inyo?”
“Sir, can u wait for 1 minute? Tatawagin ko lang
po ang manager namin para po masagot ng
mabuti ang tanong ninyo..”
“Isa lang po ba ang order nyo? Sorry po,
nagkamali yung order-taker namin.”
“M’m, napansin ko wala po kayong dessert..
Meron po kaming ice cream in 2 flavors at 2 pies.”
“Pasensya na po, wala po kaming CR dito. Ang
pinakamalapit po ay (point to the direction).
Gusto po ba nilang pasamahan ko sila?”

53. 
“Sir, sana po wag kayong magalit.
Naibigay po sa ibang customer yung order
nila. I am very sorry that u will wait for 6
mins. again. How about some fries or ice
cream while waiting? Free po ito. ”
(Never short-change the customer!)
”Sir , assist pls?”

54. DIFFERENT WAYS TO
GREET/SAY GOODBYE :
“Good evening, M’m! Ako po si Kate; ano pong order
natin?”
“Hello, Sir! Welcome to I.S. Cafe ! May I help u?”
“Magandang tanghali po! Kumusta po kayo?”
“Hi, Mr. Garcia! Bakit ngayon lang po kayo ulit
dumalaw? Na-miss po namin kayo..”
“Good afternoon, M’m! Alam ko na po ang order nyo:
spaghetti w/ more cheese, di po ba? Ako po si Joan.
May I know your name, M’m?”
“Magandang umaga po, Sir! Lagi ko po kayo nakikita
rito.. Malapit lang po ba ang office nila rito?”
Uulitin ko lang po ang special request nyo para po
siguradong tama po ang pagkakaintindi ko…. Gusto
po nyo na……”

55. •(take home order) “Thank you po, M’m! Ingat po sila!”
•(take home) “Thank you, Sir! Pls. Hurry back!”
•(take home) “Thank you, Sir! Kailan po kayo babalik
ulit?”
•“Salamat po! Have a nice day!”
•“Thank you po, Sir; please balik po sila!”
•“Good morning, M’m! This counter open po!”
•(after serving the pending order) “Excuse me, M’m, ito
na po ang order nila. May kailangan pa po ba sila?
PLs. enjoy your meal po.”
•(helping a customer carry her tray/bags) “Hi, M’m! Ako
po si Dennis. Pls. Let me help you? Saan po ang table
nila?”
•(while mopping the floor) “Magandang tanghali po!
Ingat po sila, wet floor po.”
•(people-greeter) “Thank you for coming! Balik po sila
ulit!” / “Good evening, welcome to Jollibee !”
•(after customer says yes to your S/S) “Thank u, M’m!”

56. Attitude Test:
Hindi nakakahiya ang
trabaho ko.
I can be cheerful &
friendly to anyone
regardless of age or
appearance.
On my bad days, I can
still find ways to be
positive.
Mas maganda ang
quality ng trabaho ko,
mas masaya ako.
Excited akong
pumasok araw-araw.
AGREE DISAGREE
5 4 3 2 1
5 4 3 2 1
5 4 3 2 1
5 4 3 2 1
5 4 3 2 1

57. Encountering difficult
customers from time
to time will not make
me negative.
The idea of being a
professional now
motivates me.
Having a “people-
oriented” job is both
challenging & fun.
Nasisiyahan ako pag
napupuri ako o ang
store ko.
Doing well in all
aspects of my job is
very important to me.
5 4 3 2 1
5 4 3 2 1
5 4 3 2 1
5 4 3 2 1
5 4 3 2 1

58. WHAT YOUR SCORES
MEAN:
Above 40
You have an excellent attitude towards your
job. Continue to strive for service excellence!
Between 25 – 40
You seem to have reservations in rendering
service to your customers. You can always
find ways & means to further improve your
service orientation to eliminate these! Keep
on working for service excellence!

59. Below 25
Indicates a non-customer relations
orientation…but it’s never too late to
change paradigms. Remember, just
like any other skill, excellent customer
service is learned, not inherited.

60. THE END…
Thank You!!!
Ninz Jabonero