Service OperatorSA-100-05-05 V2 October 2012

Workshop objective

Understanding the importance of great Customer Service

Making the Parmalat network the best in their field and marketplace for today, tomorrow and the future.

PerceptionClick the black screen to play clip

Your perception of yourself

Customer perception

To Parmalat you are

NO longer just a driver/milko

NOW you are a Service Operator (SO)

In your role as a Service Operator (SO), your duty is to provide great service in all interactions with customers.

The last important link to great service for the brand

The Parmalat circle of life

Supply chain

Happy customer

Chain of events

Unhappy customer

CompetitionAllowing opportunity for competitors to shelve their products.

What is great Customer Service?

• List some examples of where you have received great customer service.

• What was the point of difference of this great service?

• What was the outcome? For example - went back, told friends and family, recommended etc.

What is poor Customer Service?

• List some examples of where you have received poor customer service.

• What made the service so poor?

• What was the outcome? For example - never went back , told friends and family not to go there, made a complaint etc.

What is great Customer Service?

Great customer service is the lifeblood of any business.

• Word of mouth

• Builds relationships

• Repeat business

• Grows customer base

What is great Customer Service?

Q - How do you go about forming such a relationship?

A - By remembering the one true secret of good customer service and acting accordingly.

You will be judged by what you say AND

what you do

Perception is everything

What do you think the top five complaints are from customers?

Answer 1. Personal hygiene2. Short deliveries3. Late deliveries4. Product and crate cleanliness5. Personal presentation

Presentation to the customer is a very big part to customer service.

Presentation comparison

Presentation comparison

• What is the difference between the three Service Operators presented?

• How do you think presentation makes a difference to the customer?

• How will you make a conscientious effort to present yourself to each customer?

Group exercises

• What if? – real life scenarios

Scenario 1 – Running late

You know you are running 1 hour late due to a traffic accident.

• What do you think a proactive Service Operator would do?

• What do you think a reactive Service Operator would do?

• Which of these do you think the customer would think is great service?

Scenario 2 – Leaking Milk

You arrive in store and greet Mary, the cashier. You wheel their milk to the fridge and you notice a pool of milk on the floor by the stack, you look back and you see a trail of milk leading to the front door.

• What do you think a proactive Service Operator would do?

• What do you think a reactive Service Operator would do?

• Which of these do you think the customer would think is great service?

Scenario 3 – Empty fridge

You arrive in the store at 7am and greet Joe the owner. You ask him how his son is and put the milk next to the fridge for him, so he can re-fill the fridge as he has no IceBreak or Paul’s Full Cream 2 litre.

• What do you think a proactive Service Operator would do?

• What do you think a reactive Service Operator would do?

• Which of these do you think the customer would think is great service?

Scenario 4 – Out of stock

Certain lines were not supplied by the depot. You are not able to deliver the entire order to the customer.

• What do you think a proactive Service Operator would do?

• What do you think a reactive Service Operator would do?

• Which of these do you think the customer would think is great service?

Group discussion – What if?The common ‘what if’ scenarios have been listed. 1.Customer is not there/ store or shop not open2.Stock not available3.Delivery time too late4.Customer rejection – temperature too high5.Credits6.Returns collection7.Leaking/damaged stock8.Customer did not place order/order not what was placed9.Customer refuses to sign10.Crate collection

Re-cap

• What are key points to achieve great customer service?

• Does everyone agree with these key points?

• How will you use these key points to providing great customer service?

• What will stop you from using these key points to providing great customer service?

Doing our best better

Growing the future together

Delivery process

P preparation Check stock and paperwork; pick/pack load; record temperatures

A acknowledge Greet customer; place delivery in correct location; check for damaged or leaking stock; collect returns and crates

I in – field Check stock weights; up sell where possible; advise new products; check for any competitor activity

D documentation POD’s; adjustments; credits; try for any opportunities; deal with or correct any issues

Feedback to Franchisee and HACCP records have been COMPLETED for the day

Delivery process – meaning of PAIDFollowing the PAID process ensures we achieve the desired result.

GREATCustomer Service

Once upon a time.....

How it all started.

Where did we come from?

Yesterday to today

There is always a better way of doing something.

Can you think of ways to improve?

Future - 2012/2013• Customer Service Survey for all Franchisees

• Service Operator Induction program - Nationwide

• Creation of Customer Service Levels – Silver and Gold

• Service Operator incentives linked to Customer Service

Thank you