avoiding customer service traps - school nutrition · 2017. 7. 7. · title: affiliation or...
TRANSCRIPT
© 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.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Session Objectives
Participants will learn to identify the customer
service traps and decide if they are guilty of
any them.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Customers
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Service
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Traps
What is a trap?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Traps
What is a trap?
Why should we avoid them?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Traps
Why should we avoid them?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Trap
Can they be intentional?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Know Good Customer Service vs Bad Service
What is good customer service?
What is bad customer service?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Know Bad Customer Service
According to My Survey:
Not thanking you
Not checking back with you
Not offering help
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Know Bad Customer Service
According to My Survey:
Indifference to your problems
Following you around
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Know Bad Customer Service
According to My Survey:
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
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Know Bad Customer Service
According to My Survey:
Dumb Questions
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
How Do We Recognize
Who Gets it Right?
Places to Eat -
Places to Buy Groceries-
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
My Favorite Customer Service Store
Bubba Gump Gets It Right –
Someone has done such a WOW job, that you probably will
never forget it.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
LET’S START WITH OUR TRAPS
You may think of others. If you do, we may have
time to discuss.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Trap – Not Knowing How/Why to Tell Your Story
Why Tell a Story –
How Does Storytelling Improve Customer
Service?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Trap – Lacking an Elevator or Aisle Pitch
Who?
What?
Why?
How?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Communicating Poorly
Explain what goes on
in your school
Repeat if not sure you
are understood
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Explaining or Following Rules
Explain what
your
regulations are
for each
program and
why they make
sense – if they
do
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Accepting the Ordinary
Ordinary
or
Extraordinary?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Accepting the Ordinary
Ordinary or Extraordinary?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Accepting the Ordinary
Ordinary or Extraordinary?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Lacking Persistence
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Understanding Options
Is It Half Full or Half Empty?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Lacking Excitement
A Big Reveal - Why? When?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Repeating Ineffective Procedures
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Lacking Pizzazz
• Willie's Way: 6 Secrets for Wooing, Wowing and Winning
Customers and Their Loyalty” – Phil VanHooser (Wiley, 2005).
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Trying to Un-Ring a Bell
How difficult is it to
“un-ring” a bell –
to forget information
once it is known.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Keeping Energy Vampires Out
HOW DO YOU IDENTIFY THEM?
CAN YOU CHANGE THEM?
CAN YOU ELIMINATE THEM?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Lacking Worker Empowerment
Just do what is right!
You shouldn’t have to even think twice about this.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Being Condescending
Respect Your Customer
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Communicating Ineffectively
Let Others Know What You Want
Be Specific
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Showing What You Do Well
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Using – USDA Recipes
USDA’s Crunchy
Hawaiian Chicken
Wrap
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Using All 5 Senses
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Listening
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Knowing When the Horse is Dead
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Knowing When the Horse is Dead
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Starting the Countdown
What are you saying to the students?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Our Bucket List
We remember best what we saw last!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Hiring the Wrong People
This says it all:
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
TRAP: Not Introducing Yourself - Who? Who? Who?
You are someone’s hero – let them know who you are -
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
What is the Last Impression
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Eliminating Traps Will Allow -
Great Customer Service:
Necessary Rewarding
Fun Unexpected
Creative Common throughout
Exceptional Extraordinary
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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