1. Campus Caf Customer Service Manual Written by Elizabeth
Stoffel Amanda Voelzke Andrew Butler Kara Hansen 1
2. Table of ContentsPROVIDING SERVICES 3TECHNOLOGY IN SERVICE
5COMMUNICATING WITH CUSTOMERS 7MEETING CUSTOMER NEEDS 8MANAGING
RELATIONSHIPS 10EMERGING TRENDS 12 2
3. Providing ServicesMission StatementCustomer Service for the
Campus Caf is defined as the ability to serve students, faculty,
staff,and campus guests in a friendly manner while in a positive
atmosphere resulting in positiveword-of-mouth, publicity, and
return business.Employee Roles and Expectations - Employees will
take orders, receive cash from customers, distribute change if
necessary, prepare food orders, and call customer by name when food
is ready. - Employees should look presentable, wear jeans with no
tears, a name tag, an apron, and have their hair tied back. -
Employees should greet every customer promptly and consistently. -
The customer is your top priority.Policies and Procedures -
Employees should wear gloves and hairnets or bandanas when
preparing and handling food. - Dont use gloves that were used to
prepare food during cash register transactions. - Floors and
counters need to be clean. - Refrigerate perishables at proper
temperature. 3
4. Management Support - Staff should be able to contact manager
during hours of operation when they are the only employee working
behind the counter. - Management should support staff.Products and
Services - The caf will provide convenient food options for their
customers such as ready-made cold sandwiches, soup, fruit,
vegetables, packaged ice cream, coffee, tea, and other beverages. -
Food and drinks should be clearly labeled with the name and price
on a printed sign. - The campus caf gives customers the option to
pay by cash or credit card for convenience purposes.Motivators and
Rewards - A reward punch card or point system is used for frequent
purchases. - The receipt stubs from customer purchases can be
entered into drawings for free food.Delivery System - When taking a
customers order, write down their name and call them by name when
their order is done. - The campus caf provides convenient food that
can be purchased immediately. - If business is slow, staff should
bring the food to the customer as a courtesy. - The information
delivery system should have consistency in messages whether theyd
be online or at the caf when providing information about hours of
operation and specials. 4
5. Technology in ServiceWeb ServicesThe campus caf will use a
webpage on morainepark.edus website to list hours and menu thatare
consistent with the signage posted around school and at the
cafe.Social MediaThe campus caf will use Facebook as a way to
provide information to the customer as well asallowing customers to
interact with the caf.For example, the caf can post questions on
their Facebook page such as, What is yourfavorite dish served at
the campus caf? or What would you like to see on the menu?Customers
will be able answer those questions by commenting on them.The caf
will be able to post daily specials on their Facebookpage, which
will show up in thenews feed of those who have liked the campus caf
Facebook page.Advantages and Disadvantages of Using
FacebookAdvantages - Easy access to customer feedback - An
inexpensive tool to use - Reach the friends of the people who like
your page - Connect with customers and other businesses 5
6. Disadvantages - People can post negative comments on your
page - People need to subscribe to your page because liking your
page does not guarantee they see all your posts - Setting up and
maintaining a page takes timeGuidelines for Using Technology - Use
technology responsibly by using it only for business - Proofread
written material that is posted online - Respond to customers
promptly when they send a message - Use business etiquette when
communicating through e-mail - Use technology that your customers
are using - Be professional while speaking on the phoneEtiquette
Guidelines for Using Social Networking - Social media such as the
companys Facebook page and Twitter account must be used for
caf-purposes only - Do not share any confidential information about
the company that poses security issues - Do not use inappropriate
or offensive language - Do not share inappropriate photographs,
videos, or links to inappropriate content - Do not attack people
who have left negative comments - Do not share passwords with
unauthorized peoples 6
7. Communicating with CustomersGuidelines for Greeting and
Responding to Customers - Customers should be greeted immediately
as they approach the counter - Follow the service recovery process
if there is a service breakdown - Smile when speaking to customers
- Use a friendly, professional tone - Always apologize for any
inconveniences such as long lines - Make an effort to use customers
names whenever possible - Answer questions sent via e-mail or
Facebook within two business days - Dont let your personal life
affect your ability to serve the customer - Dont let customers in a
bad mood affect your ability to serve - Dont make the customers
wait for you if youre on the phone - Business conversation takes
precedence over personal conversation - Thank the customer for
their business 7
8. Meeting Customer NeedsExpectations of Our Customers -
Convenient food options such as grab-and-go - Variety of food and
beverage items - Healthy options such as fruits and vegetables -
Quick service - Hot food is served hot, cold food is served
coldGuidelines for Serving Customers with Disabilities - Make sure
the environment is accommodating for people with limited motion
before they come into the business by moving obstacles, like
furniture or stands, in the walkway. - Make sure signs are not
posted too high or too low so they dont have to move their head to
read them. - Counters should be low enough for the people to see
the customer service representative easily. - Dont place handouts
where people need to extend their arms to reach them, and dont make
them reach to receive handouts you hand to them. - Dont make
assumptions that the customer physically needs your help. 8
9. - Dont give assistance without asking first if it is okay to
do so. - Dont comment on their disability. Focus on their face and
not on their canes, braces or other devices. - Be patient with the
customer if they cannot move quickly.Guidelines for Serving
Difficult Customers - Remain calm and professional - Be empathetic
to their situation - Diffuse anger - Dont interrupt them - Dont
place the blame on anyonePolicies/Procedures and Behavioral Styles
Inquisitive Decisive Stick to the facts Be task-orientated with
them Minimize small talk Dont be too detailed Provide quick service
Make things systematic State things in steps Stay on topic Rational
Expressive Be casual and sincere Personally greet customers and
Rationalize and work with them make small talk if receptive Listen
to their feelings If this person has a question Slow down, listen,
and clarify about a product, show them the product if possible Make
them feel good Speak enthusiastically and let them talk 9
10. Managing RelationshipsShowing that Customer Business is
Valued - Following up with customers by asking how they like their
food - Give incentives for repeat business - Greet customers with a
friendly attitude. - Make customers feel special with some small
talk and remembering details - Thank them for their businessTypes
of Service Breakdowns - Customer receives the wrong order - Long
lines, customers have to wait and they dont have enough time -
Quality of food was less than expected - Customers mode of payment
is not accepted (ex: credit card) - Customer finds caf closed when
it should be in operation - Not enough healthy alternatives - Lack
of signage or unclear signs that are confusing or misleadingHow to
Prevent Breakdowns - Write order clearly and read order back to
customer - Apologize and thank customer for waiting - Make sure hot
dishes are hot and cold dishes are cold. Offer alternatives 10
11. - Use large signage that tells the customer what type of
payment is accepted and direct them to the ATM machine if necessary
- Keep set weekly hours and notify customers in advance of any
changes - If customers are repeatedly asking for healthy
alternatives, give them more healthy alternatives - Make sure signs
are large enough to read and clearly statedService Recovery Process
The service recovery process diagram Show Provide Apologize Take
Action Follow-Up Compassion CompensationGuidelines for Recovery
Process - Apologize to the customer for any inconvenience - If food
was unsatisfactory, offer an alternative - Follow up by asking if
the alternative was satisfactory - When the customer has a problem,
address it immediately - Listen to the customerAssuring Customer
Satisfaction - Get feedback from customers whenever possible -
Treat the customer like theyre number one - Parroting and
paraphrasing the customers request - Ensuring products and services
are of high quality - Listen to the customer and dont interrupt -
Maintain a positive attitude under all circumstances 11
12. Emerging TrendsSocial MediaUsing social media is an
emerging trend for most businesses, restaurants included. The
CampusCaf will notify customers of specials through social media
such as Facebook or Twitter. Thecafs Facebook page will be used to
encourage customer feedback through questions andpolls. Guidelines
for using these tools are stated in the Technology in Service
section of thismanual.Advertising on Facebook by targeting Facebook
user in the area is a cost-effective way toadvertise.Twitter is
used in the food industry to let customers know about specials
anddeal.LinkedIn allows the caf to network with other restaurant
businesses.Photographs of itemsserved can be posted and shared on
Pinterest.Online OpportunitiesThe caf can use Groupon to reach
customers. Since technology is quick and people are on-the-go most
of the time, drinks like coffee and tea have increased in
popularity.Restaurants such as Pizza Hut allow customers to order
online rather than calling or showing upto purchase items saving
time and effort. 12
13. Using the mass e-mail system on campuses allows college
entities to contact many students atonce.Businesses are using
Podcasts and posting videos on YouTube to promote their business
andinteract with their customers.Digital Picture FramesDigital
picture frames are a way to incorporate technology into a
restaurant business byshowcasing pictures of food available for
purchase.Using QR codes on menus to access the cafs Facebook page
can be used for those customerswho have smart phones.Non-Digital
TrendsAnother trend in the restaurant business is to provide
calorie information. 13
14. ResourcesAnderson, B. (n.d.). Advantages and Disadvantages
of Using Facebook for Your Business.Fruition. Retrieved
fromhttp://fruition.net/social-media/facebook-marketing-2/advantages-and-
disadvantages-of-using-facebook-for-your-business/Lauby, S. (2009,
June 2).10 Must-Haves for Your Social Media Policy.Mashable.
Retrieved from
http://mashable.com/2009/06/02/social-media-policy-musts/Lucas, R.
(2011). Customer Service Skills for Success.McGraw-Hill Higher
Education.Webster, L. (n.d.). The Disadvantages of Using Facebook
for Business Needs.Chron. Retrieved from
http://smallbusiness.chron.com/disadvantages-using-facebook-business-needs-38685.html
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