Customer Service Excellence

What is the values of Sodexo?

• Service Spirit

• Spirit of Progress

• Team Spirit

• All of the above

What is the purpose of Sodexo?

• To be the best food services provider

• To create a better everyday for everyone to build a better life for all

• To build a better day and life

• To serves client better

Product (quality & presentation of foods) is more important than the Service?

The statement above is True or False?

• True

• False

Who are our customers?

Someone to whom we provide:

• People, Service & Information

• Anyone we know

• The one who pay us money

• Product, Service & Information

What is key of Customer Service?

• Serves only when you feel happy

• Ignore rude customers

• Treat others the way you want to be treated

• I don't care!

Customers are changing nowadays.

Which of the following is the best service experience?

• Basic

• Unexpected Good

• Expected Good

• Desired

The first rule of Five golden rules of customer service is about "how to make the right impression".

Is this statement True or False?

• True

• False

A customer came to Ming (our catering assistant), and feedback that the vegetables served today is not fresh.

How can Ming handle this situation?

• Find Unit Manager and ask the manager answer to the customer

• Answer the customer that it's supplier issue

• Apologize and promise to check carefully in the future

• Apologize using high pitch of voice

We need to stay calm and listen to the feedback especially when dealing with an angry customer.

True / False?

• True

• False

We have to fight against or debate with the customer whenever we found that their feedback is not true.

True / False?

• True! It's unfair and we need to voice out

• False! We cannot do that but we can explain to customers politely and figure out the solutions