LESSON 10: CUSTOMER SERVICE

As foodservice providers, we are responsible for offering our customers the very best shopping experience possible. This involves focusing on both the customer-facing (visible) experience as well as the behind-the-scenes (not visible) work. For consistent success, treat your department as your home and customers as family.

72% of customers cited the shopping experience as the biggest driver for encouraging greater spending; 85% would be willing to pay 25% more for a superior customer experience. 

– Achieve Global 2011 Study

Improve your customer engagement using the G.R.E.A.T. approach*

• Greet
• Recognize needs
• Explore preferences
• Advocate products
• Thank the customer
  *IDDBA 2011

The customer-facing (visible) experience involves:

• A clean, well-kept department and displays
• Clear signage
• Sampling

The behind-the-scenes (not visible) work involves:

• Product education – employee training on all products carried and produced
• Ingredient resources/notebook – spec sheets on all products (most importantly items produced in-house)
• Food Safety Logs – Chill cases, freezer, walk-in temperature checks
• Production Schedules/Cleaning Schedules – ensures that department production and cleaning goals are kept on target

Bakery Department Task List (including everyday tasks and schedule)

Production

• Donuts: 2 a.m. – 6 a.m.
• Breads, cakes: 2 a.m. – 6 a.m.
• Cookies, pies: 11 a.m. – 3 p.m.

Packaging: 6 a.m. – 9 a.m., 2 p.m. – 4 p.m.

Set cases, stocking: 6 a.m. – 7 a.m., 3 p.m. – 4 p.m.

Break out (for next day production): 3 p.m. – 7 p.m.

Cake Decorating: 6 a.m. – 3 p.m., 4 p.m. – 8 p.m.

Major clean-up at end of each shift

• Customer Service: 7 a.m. – 11 p.m.
• Close-down:  9 p.m. – 11 p.m.
• Final clean-up: 10 p.m. – 11 p.m.