Module 1 Customer Mania

Leading a Shift

What is in it for you

Coach your team to do whatever it takes to make sure customers have the best possible experience and want to come back. Empower every Team Member to be a Customer Maniac! Customer Mania focuses on the power of saying yes to:

Customer requests. Resolving all customer issues.

Asking for and using customer feedback. Doing what it takes to make customers happy.

As MOD, you benefit because: How We Work Together

Customers will return to the restaurant. Team Members feel like part of the solution.

You do not have the stress of handling dissatisfied customers. You cast a leadership shadow of Customer Mania, one of our How We Work Together Principles, when you encourage teamwork and focus on the customers.

Module Trainer

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Module Planning Meeting

Agenda

Discuss: Module purpose. Activities. Learner and Module Trainer expectations. How communication will occur. Agree on schedule. Obtain materials.

Notes

Module purpose: To identify the responsibilities of the MOD to ensure that the restaurant team provides great customer service. Module preparation: Review module objectives and activities. Get copies of tools and resources listed on the Contents page. Find answers to questions specific to your restaurant policies and guidelines. Identify CSL pages that learner needs to read. Develop schedule for completing this module. (Some activities can be grouped together.) During this meeting with the learner, you will: Review learning objectives listed on the Contents page and discuss all terms. Relate a personal experience related to the importance of following standards. Set expectations for learner training. Go over each activity. Point out activities that need special scheduling or support from others. Explain how to get materials needed to complete activities. Tell the learner to answer every question with a complete answer. Provide the module schedule. Explain reasons for the schedule. Emphasise that the learner sets the pace. Adjust the schedule if needed. Explain that some activities are self-directed by the learner. Others are completed with the Module Trainer coaching or observing. Tell the learner that you will review the answers to each activity. Tell the learner how to contact you. Ask for commitment from the learner to complete the modules, and end with a statement of support.

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Contents

Learn to . . .

By doing activity . . .

Starting on page . . .

And using . . .

Coach Team Members to Take Care of Customers

1-1 1-2 1-3

6 7 8 15 17 19 25 26 29

30 min. 30 min. 60 min. 15 min. 30 min. 2 hr. 15 min. 30 min. 45 min.

C.H.A.M.P.S. Recognition Cards C.H.A.M.P.S. Communication Board

Evaluate the Customer Experience

1-4 1-5 1-6

CHAMPSCHECK Customer Call Back Log

Handle Customer Issues

1-7 1-8 1-9

Complaint Cards Customer Hotline Information Managers Log

Show your knowledge . . .

By doing the . . .

Quiz Short Answer Skills Assessment

31 33 35

15 min. 15 min. 2 hr. 30 min.

Total Time For . . .

9 hr. 15 min. Learner 4 hr. 30 min. Module Trainer

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Terms

Review the module terms and definitions that follow. If the term used in your restaurant is different, write it in the box provided.

guest check average

(Also called average ticket) The average amount spent by each customer or party

ticket sales

Total amount received from all the guest checks

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Coach Team Members to Take Care of Customers

Great food in a clean restaurant brings customers to your restaurant. Fast and friendly service keeps them coming back. Help Team Members remember that every customer deserves great service. Ensure that Team Members treat all customers with respect and courtesy regardless of:

Age. Race. Gender, or Other differences.

It is good business and in some locations it is also the law.

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Activity 1-1

Interview Team Members About Customer Service

Refer to the following CSL section: Volume 1: C.H.A.M.P.S. Introduction Page(s)_____________________ Complete the following activity. Ask 4 Team Members to each suggest 1 way to be a Customer Maniac. If they need help, ask them to think of things that they: Have done before that customers liked. Have seen other Team Members do. Like at other restaurants.

Write down the ideas and share them with the team. Pick 1 idea to try for the next week.

Recognise the Team Members who had ideas by giving C.H.A.M.P.S. Recognition Cards. Post ideas on the C.H.A.M.P.S. Communication Board.
Team Member Name Idea for Great Customer Service

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Leading a Shift

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Leading a Shift

Activity 1-2

Make Great Service a Team Priority

Complete the following chart using available information.

Question

Answer

How do you ensure that Team Members are ready to serve customers?

They are wearing a clean, proper uniform They have good personal hygiene They understand their role in meeting customer expectations. By smiling and greeting each customer, they make sure customers feel welcome. Satisfying customers is the most important part of our job We want to exceed customer expectations so they will return

Why is it important to make sure customers are greeted immediately?

How do you get the team excited about giving great, friendly service to every customer?

Explain your expectations Tell them that when customers are happy, the shift runs smoothly and the restaurant is a better place to work Provide recognition by thanking and praising good service Role-model excellent service yourself Ensure feedback and recognition are immediate Tell the specifics Praise publicly, correct privately

How do you give feedback to Team Members about the service they provide?

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Activity 1-3

Practice Coaching and Recognising Great Service

Observe the team for 30 minutes. Evaluate customer service. Provide coaching and recognition, as needed. Your Module Trainer will observe Complete the following chart.

In Your Restaurant:

Check if Yes

Action Taken/Coaching or Recognition Provided

Are Team Members prepared to provide great customer service? Are customers greeted quickly with a smile?

Clean and proper uniform

Customer greeted within

5 seconds

All Team Members within

the sight of customer say Hello

If Team Member is busy,

tells customer, I will be right with you

If customer waited for

service, Team Member thanks customer for waiting

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In Your Restaurant:

Check if Yes

Action Taken/Coaching or Recognition Provided

Are Team Members acting like Customer Maniacs?

Doors are opened for

customers

Team Members refill

beverages

Team Members clear

tables for customers

Team Members thank

customers as they leave Does the MOD lead by example and get the team excited about giving great customer service?

Sets expectations Provides recognition Role-models great

customer service

Accepts all customer

feedback in a positive way

Thanks and praises

Team Members that give friendly service Is customer feedback requested and listened to?

Eye contact is made, as

appropriate for the culture

Team Members request

feedback before customer voices a complaint.

Specific feedback is
requested, instead of How is everything?

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Review the answers to Activities 1-1 and 1-2. Then discuss the following:

Topic

Notes

Customer service opportunities that required ongoing follow-up

How well the team focuses on satisfying customers

Feedback on your areas of opportunity

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Evaluate the Customer Experience

As MOD you are accountable for every customer experience. It is important to work with your team to ensure customers receive great service. Coach Team Members to focus on delivering great service on every shift every day.

Address issues that impact customers.

Get Feedback
Customers want to tell us how they feel. All we need to do is ask. The MOD can learn about the customer experience by:

Observing customers. Talking to customers.

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Observe Customers Unfortunately, some customers do not complain. Surveys show 96% of unhappy customers do not complain. They just do not come back. Many people are unwilling or unable to confront others with issues that bother them. You may not know they are unhappy with the service experience. Learn to recognise signs of customer dissatisfaction. Look for clues from how customers act. Talk to Customers Take the time to talk to customers to ask about their service experience. It is always important to get customer feedback. You can do this by:

Visiting customers at their tables. Talking to customers at the counter.

Speaking to customers as they are leaving the restaurant.

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Customers can tell whether or not you are interested in hearing about their experience. Be sincere. Make them feel comfortable about telling you. Always thank customers for their business. Ask specific questions to get customers talking so that you can understand their thoughts about your restaurant. Is there anything else I can get for you?

What was best about your visit?

Were you greeted with a smile when you arrived?

Was your food . . . hot? . . . fresh? . . . on time?

What made you choose our restaurant today?

Would you recommend our restaurant to your family and friends?

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Call Backs (if Applicable)

Stay aware of customer experiences with home or off-site deliveries. Learn about potential problems. Then make adjustments to ensure a quality experience that meets C.H.A.M.P.S. standards. Conducting call backs allows the MOD to hear customer reactions. Then you can:

Recognise outstanding performance. Eliminate the causes of dissatisfaction.

When making call backs: Identify yourself and the company, including restaurant location.

Explain that you are calling customers to ask about their experience.

Ask if the customer is willing to answer a few questions.

Always thank customers for their time.

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Activity 1-4

Identify Customer Dissatisfaction

Refer to the following CSL section: Volume 4: Delivery Management (if applicable) Understanding the Delivery Experience Customer Call Backs Page(s)___________________

Study the scene on the following page. Then answer the question.

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What do you know about these customer experiences by studying the scene? Many customers are dissatisfied: Looking at the time Throwing away a whole meal Playing with food and not eating Complaining to other customers Impatient tapping foot Leaving food on the plate and not eating

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Activity 1-5

Understand the Customer Experience

Complete the following chart. Read the case studies and tell what you would do.

Case Study

What would you do?

You received a comment card from an unhappy customer. The customer wrote that when she paid for her order, she noticed the counter area was very dirty. She was worried about the cleanliness of the kitchen area. You notice a customer looking at their order and frowning.

If the customer left her telephone number, call her Apologise for the experience Let her know your restaurant works hard to keep the kitchen area clean Invite her back to see the kitchen area Tell the customer you would like to give her some coupons the next time she comes in (if allowed) Approach the customer and ask a specific question about what you observed.

You see a customer throwing away a whole meal.

Approach the customer and ask if something was wrong with their order.

You notice that a customer in line keeps looking at a watch and is tapping a foot.

Open another register if you can Apologise to the customer for the wait Make sure the customer receives the order quickly Answers will vary by location.

During a call back, you learn that the customer did not receive the correct order.

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Case Study

What would you do?

When you thank a customer for coming in, they do not respond. They just walk out the door.

Try to get their attention Tell the customer you observed that they seem upset and ask if there is anything you can do

You notice a customer making sarcastic remarks to the Cashier.

Approach the Team Member and customer and ask if there is anything you can do.

A customer compliments you about a Team Member.

Thank the customer Praise the Team Member right away and give the Team Member a C.H.A.M.P.S. Recognition Card Write the positive customer feedback on the C.H.A.M.P.S. Communication Board Ask the customer about past service issues.

A customer says, I am so happy my order was correct today.

A customer tells you that they are disappointed that you discontinued a new item.

Explain about promotional activities and items If possible, offer to make the item for the customer

Explain how you would start the conversation when conducting a call back to a delivery customer (if applicable). Hello, Mrs. Herrera, this is Kim from Serangoon. I am calling to check on your recent experience with our restaurant. May I take a few minutes to ask a few questions?

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Activity 1-6

Evaluate the Customer Experience

Review the answers to Activities 1-4 and 1-5. Discuss the procedures or forms to use for call backs (if applicable). As your Module Trainer observes, talk with customers during a peak period. Take notes in the charts that follow.

Talk to Customers
Questions You Asked Customer Response Action Taken/Team Member Coaching or Recognition Provided

What was best about your visit?

Were you greeted with a smile when you arrived? Was your food . . . hot? . . . fresh? . . . on time? What made you choose our restaurant today? Would you recommend our restaurant to your family and friends? Could we do anything to improve your experience?

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Call back delivery customers (if applicable). Your Module Trainer will listen to the conversation. Take notes in the chart.

Call Back Customers

Question You Asked Customer Response Action Taken/Team Member Coaching or Recognition Provided

Did the Order Taker answer promptly? Was the Order Taker friendly? Did the Order Taker know about products, prices, and promotions? Was your order correct? Did the Driver arrive by the promised delivery time? Was the Driver friendly and polite? Is there anything we can do to improve your next experience? Did the Driver confirm that your order was correct and give you the correct change?

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Call Back Customers

Question You Asked Customer Response Action Taken/Team Member Coaching or Recognition Provided

Did the Driver handle any questions or issues to your satisfaction? How was the appearance and taste of your food?

Discuss the following:

Topic

Notes

Customer responses you did not know how to handle

How you and your Team Members can be Customer Maniacs and exceed customer expectations

Feedback on your areas of opportunity

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Handle Customer Issues

Handle issues concerning customers promptly and politely. This is not just good manners; it is good business.

Your Role in Resolving Customer Issues

Sometimes we get complaints from customers. If a customer expresses a concern and gives you a chance to resolve the issue, take advantage of it.

First, resolve the issue and retain the customer.

Second, take advantage of the feedback and improve service and operations. Sometimes we get positive feedback. When you receive a compliment, celebrate!

Share it with the team. Fill out a C.H.A.M.P.S. Recognition Card.

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Post a note for everyone to see on the C.H.A.M.P.S. Communication Board.

Decide When to Help a Team Member

Train and coach your team to handle customer issues. Remind Team Members not to get upset or defensive. Offer help if:

The Team Member is not following procedures. The customer is upset. The Team Member asks for help. The customer issue is about a food-related illness. The customer says they found an object in their

food. You believe that the Team Member is not effectively fixing the customer problem.

The customer may leave the restaurant before the issue is resolved.

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When you help a Team Member resolve a customer issue, follow these guidelines: Wait until a break in the conversation. Do not interrupt someone who is speaking. It is impolite and may make the customer more unhappy.

Introduce yourself as the MOD. Tell the customer that you noticed there may be a problem. Ask how you can help.

As soon as possible after the incident, coach the Team Member on what to do differently next time.

Whenever possible, follow up with every customer who complains, even if the Team Member resolves the issue.

After the customer leaves: Review the incident later with all of the Team Members who saw it. In this review, discuss how to prevent such an incident from recurring.

Inform the RGM or Area Coach about the incident. Record the incident in the Managers Log.

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Activity 1-7

Review Procedures for Handling Customer Issues

Refer to the following CSL section: Volume 1: Customer Complaints Page(s)________________________

Answer the following questions.

1.

What types of customer issues can be resolved right away by Team Members?

Incorrect orders Incorrect packaging Slow or inhospitable service Dirty tables/cleanliness issues

2.

What types of customer issues must be directed to a Manager?

Alleged food poisoning, food-borne illness, food contamination, or foreign object found in food Alleged accident, injury, or trauma Complaint referred by Team Member Situation when the customer requests Manager involvement

3.

What can you do at your location to exceed customer expectations and get customers to return? Answers will vary by location. They may include: Offer coupons for discounts Offer tastes of promotional items for free Say yes to customer requests Resolve customer issues quickly

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Activity 1-8

Handle Issues in the Restaurant

Review Team Member Training materials for resolving customer issues. Answer the following question using available information.

Question

Notes

What actions are required by the Team Members and MOD to resolve the customer issues?

Listen Apologise Satisfy Thank

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Complete the following chart.

Customer Issue

How to Handle

Customer says that the food made them sick, or they found a foreign object in the food.

Get name, address, and phone number of the customer Get name, address, and phone number of the doctor if the customer received medical attention Find out which menu items the customer ate Get description of the symptoms Find out time and date the customer visited the restaurant Collect food sample or foreign object; place and seal in a clean plastic bag; freeze Complete the required documentation Contact RGM

Read the following case studies and answer the questions.

Case Study 1

It is the middle of the evening meal rush. Ari, the Cashier calls you over to tell you that a customer has asked to see a Manager. The customer refused to tell Ari the reason for asking for you.

What do you say or do now? Deal with it right away; ask what you can do to help.

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Case Study 2

You are checking on product amounts when a worriedlooking Cashier, Pat, approaches you. There is a customer who is really upset. He says he gave me $20 and I only gave him change back for $10. I swear he only gave me a ten! He is demanding to see a Manager.

1.

What do you say or do now? Approach customer; restate the problem as explained by Pat.

The customer says, I only had $30 on me when I came in here to eat, a ten and a twenty. The bill was $5.35 and I gave the young man the twenty, but he only gave me back change for $10. That is not right. What are you going to do about this situation?

2.

What would you say or do now?

Tell Customer you can settle the cash drawer now. If there is an overage, you will return the money. Or, express concern; say you will settle the cash drawer after peak and send the customer the difference if there is an overage Document the issue

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Activity 1-9

Practice Handling Customer Issues

Review the answers to Activities 1-7 and 1-8. Perform a role-play with your Module Trainer to practice handling customer issues. After the roleplay, your Module Trainer will provide feedback. Role-play Situation: You are the MOD. Your Module Trainer is a customer.

The customer complains that her food order is incorrect. Be prepared to follow procedures for handling and resolving a customer complaint. Take notes when you receive feedback from your Module Trainer. Decide if the learner took the following actions during the role-play. If not, coach as needed. Did the learner: Approach the customer with confidence? Ask a specific question? Listen to the customer complaint? Express concern? Satisfy the customer by replacing the meal with the correct order or providing a coupon for a free meal (if applicable)? Do what it takes to encourage the customer to return to the restaurant? Thank the customer?

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Discuss the following:

Topic

Notes

When to help a Team Member with a customer complaint

When to ask the RGM to help resolve or to follow up on a customer complaint

When to inform the Area Coach about a customer complaint

Feedback on your areas of opportunity

After this meeting, complete the Show Your Knowledge quiz and short answer test.

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Show Your Knowledge

Answer the following questions:

Quiz
1. A customer complained about an order received on a day that you did not work. Who is responsible for resolving the issue and making the customer happy? a. Your RGM b. Your Area Coach c. Restaurant Support Centre (RSC) d. You e. You and your RGM 2. You are conducting a CHAMPSCHECK. You should: a. Check product quality and hold times b. Monitor Speed of Service c. Count number of customers d. Confirm that Team Members are following procedures e. Check for cleanliness in all areas of the restaurant f. a, b, d, and e g. All of the above 3. A customer complains about an order. What would be the most appropriate response? a. I am sorry. That should never have happened. What do you want me to do about it? b. I am sorry, but we have a new cook. I can discount your order. c. I am sorry, but we have not had any other complaints d. I am sorry. That should never have happened. May I replace your order?

Quiz Continued

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4. Signals of customer dissatisfaction include: frowning, playing with food, not responding when you thank them for their business, speaking to Team Members in an unfriendly manner, complaining to other customers. In all of these cases, you should: a. Generally, ask if you can help b. State, I noticed you seem dissatisfied. c. State your observation of dissatisfaction and ask how or if you can help 5. What do you need to do to ensure a negative experience becomes a positive one for a customer? a. Apologise b. Replace the order c. Give a refund if customer asks for it d. Offer the customer a coupon or a dessert to thank them for giving you a chance to make things right e. All of the above

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Short Answer
1. How does the MOD lead the team to exceed customer expectations? Keep the shift upbeat Ensure everyone is working as a team to deliver customer satisfaction Set a great example Provide ongoing coaching and recognition

At this point, meet with the person who will complete the Skills Assessment with the learner. Review the learners progress.

2. If customer complaints are not handled properly, how might it impact the restaurant?

If customers are not satisfied, they may not return to the restaurant. This may impact sales and profits. Customers may tell their friends and family about the bad experience. They may stop coming to the restaurant.

Next Steps
Meet with your Module Trainer

Review your test answers. Complete all unfinished activities and review the answers. Your Module Trainer will let you know what the next steps are to complete the Skills Assessment for certification.
Things I need to work on or practice before module certification:

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!
Recognition

Leading a Shift

Use a C.H.A.M.P.S. Recognition Card to recognise someone who helped you as you were completing this module. Say what the person did well. Say why you appreciate it.

Marino
Thanks for helping me identify clues to unhappy customers. Now I know when to approach unhappy customers in order to try to satisfy them.

Skills Assessment

Application of Knowledge

Did Well

More Practice

Feedback

During a peak period, monitor Team Member service to customers. Provide feedback, as appropriate. Obtain feedback from customers. Resolve any issues. Role-play an MOD handling a customer complaint about receiving a wrong order

Tisha Apr. 10, 2001

Congratulations

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Leading a Shift
Module 1

You have successfully completed . . .

Customer Mania

Learner Restaurant General Manager

Date Date

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