Service

Excellence
Quality-Innovation-Partnership

Employees guide to great

ARAMARK customer service

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Introduction
Welcome to your copy of Service Excellence, We have
designed this easy to use guide to assist you in your daily
duties to help continue to create great customer service for our
guest's everyday in our accounts.
The booklet has been designed to remind you of key areas you
will have been trained in during your onboarding or refresh
training you have received in your account. All our programs
and training sessions are based around one important fact,
creating an ARAMARK experience that our customers will
enjoy everytime they interact with you in our areas of
responsibility.
It is everyone's responsibility within the team to ensure our
service standards are the best they can be everyday. Within
this book we will help set out key areas to remind you of were
we can make a difference.
Please take the opportunity frequently to review this book and
update it with your training details.
Remember to carry your book with you at all times; your
customers have the opportunity to add comments when you
provide a great experience. At the end of each month you or a
member of your account team will receive recognition for great
examples of customer service and at the end of each year staff
who has consistently exceeded our expectations can win
awards.

Xerxes Irani Service

Training Head Excellence
January 2011 Quality-Innovation-Partnership

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Contents
What does Good Customer Service Mean?

Practical Tips for Good Customer Service

Dress Code Policy

Personal Hygiene

10 Important Daily Tips to Remember

Service Standards

Your Health & Safety Responsibility

Top 10 English Phrases

Training History

Recommendations

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What does Good Customer Service Mean?

Good customer care is about:

Meeting our customer's needs.
Knowing how to deal effectively with our customers in all
circumstances.
Building good working relationships with our colleagues.
Managing communication, expectation and perception of
ARAMARK.
Who are our customers?
External customers Client Employees, Visitors & Guests
Internal customers our Colleagues.
We don't all deal directly with external customers but those
who do cannot provide a good service unless they are well
supported by the rest of us.
Question 1.
Can you give a short description of a time when you received
good customer service?

Question 2.
How did it make you feel?

Question 3.
Can you give a short description of when YOU provided good
customer service?

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What does Good Customer Service Mean?

Question 4.
How did the customer respond to your service?

Question 5.
Why do you think good customer service is important? (Give 5
reasons)
a.
b.
c.
d.
e.

KEY ELEMENTS OF SERVICE EXCELLENCE

Staff Personal
Hygiene Staff
Uniform

Manager,
Supervisor &
Head Chef Staff
Service Performance
Excellence
Quality-Innovation-Partnership

Till &
Shop Staff
Staff
Serving Line Personality
Standards

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Practical Tips for Good Customer Service

Always try to help

Don't give a negative answer to a customer by saying -
I can't do anything
Top
Not my problem Tip
He/she isn't here
Give solutions, options, or alternatives, always telling your
customers what is possible, not what you can't do. Don't tell
yourself that it's not your problem and there's nothing you can
do about it.
Don't say 'It was them/him/her'.
Look at what needs to be done to correct the problem.
And if it isn't within your job scope to deal with this
problem, then make sure that it is passed to the person
who is able to deal with it, then feedback to the customer
that this is what you've done.
Always give a positive first response
In response to requests and questions always give a positive
first response.
If your answer is 'yes' then it's easy to give a positive first
response:
Yes, I can do that
No problem
If you're not sure or your answer is a maybe, then try:
Let's see how I can help you
Top
I can look into that for you Tip
If your answer is 'no' then try:
Let me get someone to help you.
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Practical Tips for Good Customer Service

Make realistic promises

Give your customer a realistic expectation of what you can
deliver.
Allow yourself time when telling them how long it will take to
get back to them.
Think how impressed they'll be when you exceed
expectations
Remember to follow up
If you have to break a promise to a customer, then feedback to
the customer the reason; be up front and open about why
you've failed to deliver.
Do what you've agreed to do, by the time you've said and
you're guaranteed a happy customer.
Having completed the task, check with your customer that
they're happy. Give them a call or go back and check they are
happy, if you are a manager you might send them an e-mail,
etc. Give them the opportunity to feedback.
And if you can't meet an agreed deadline let them know and
give them the reason why. Agree a new deadline. Keep your
customer up to date as to what is happening and why.
Remember, feedback is a two way process.

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Practical Tips for Good Customer Service

Actively seek feedback

Actively seek feedback on how we're performing.
Make it easy for our customers to express an opinion.
Don't presume that if we have no complaints that we're doing it
right.
If we don't give our customers a chance to complain, they may
walk away without giving us the chance to put things right. If
that happens we won't know there's a problem.
And remember feedback isn't always negative - it's not
only our way of finding out we are doing it wrong, but also
our way of finding out we're doing it right.
Dealing with complaints
If you are dealing with people who are upset, angry or have a
complaint try this way of handling the situation:
I'm glad that you have brought this to our notice"
"I'm sure that we can sort it out."
"I'm sorry that you have a problem."

Top
Tip
Notice:
We haven't said that we have done anything wrong; we are
acknowledging that the person we are dealing with feels
that they have a problem. If after investigation we find we've
made a mistake, we can take responsibility for the mistake
and apologize.

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Practical Tips for Good Customer Service

Try not to make the situation worse

Some words and phrases actually can make the situation
worse rather than diffuse it. How many times have you told
someone to 'calm down' only to find them reacting badly to the
comment?
Some phrases/words to avoid
You must be mistaken
I can't help you or I don't know Top
Tip
Calm down or don't shout
That's never happened before
Watch your body language and tone of voice. If you show
boredom, talk to your associates when dealing with a
customer or adopt a patronizing tone of voice, then there
is the chance that this will also inflame the situation.
Dealing with difficult customers
If you're dealing with a difficult customer and are in danger of
losing your temper or patience, ask for time-out or involve
another member of staff in the situation.
Always ask for help if you are unsure what the answer is or
what to do in a situation. Don't make it worse by guessing or
giving incorrect information. And if you're having a bad day
and finding it difficult to cope, don't put a brave face on it, let
your colleagues know. They can help.

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Practical Tips for Good Customer Service

Dealing with students

Students are not always right, although they are still our
guests
Good customer care is not about saying yes. When dealing
with our students it is about giving them professional service,
even if it may not be what they want to hear. It is about dealing
with them efficiently, about treating them with respect and
about delivering what we've promised.
Make sure you know where or who to refer them to if they have
a problem which you can't deal with.
Be available to them when you say you are going to be
available or at least let them know if you aren't going to be
there.
The cost of getting it wrong
Every customer who does not return means a loss of income
for ARAMARK.
The cost of getting it wrong doesn't just apply to getting it
wrong with an individual customer. If poor service damages
our relationship with other guests, we run the risk of:
Unhappy staff leaving - leading to increased costs in staff
recruitment and training
The time it takes to complete a job increases as good will
decreases along with staff shortages.

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Practical Tips for Good Customer Service

You are a key person in the TEAM

All of us have a part to play in providing good customer

service. It's a team effort and every one's contribution
counts. Remember, any one of us might be the only
contact a customer has with the ARAMARK and they will
judge the whole organization on that one person's
performance.

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Dress Code Policy

Dress Code Policy

Work uniforms create branding and help set an image in the
mind of customers. Customers will get their first impression of
Aramark and see the effort of the employees solely based on
what the employee looks like, and wearing work uniforms
might just be the extra "something" that makes that first, great
impression.
In order to ensure a professional image at all times and to
comply with Safety & Hygiene Regulations, the following
standards will apply to all Aramark personnel.
Hair: Must be well groomed. Hairnets must be worn. This
can be used in conjunction with a scull cap or
bandana. Hairnets must cover hair entirely.
Facial: Subtle use of make up is permitted. Light use of
perfume or aftershaves is permitted. Males must be
cleanly shaven daily or if beards/moustaches are
worn, they must be neatly trimmed.
Uniform: Current clean corporate uniforms as applicable.
No personal garments may be worn over uniforms
or protective clothing. Uniforms shall not be worn
outside the catering establishment or worn to or
from work, as uniforms are worn to protect the food
from the individual. In addition to this, it is
imperative for security reasons that you do not
wear your uniform to/from work.
Laundry: Uniforms should be washed separately from
other clothing as per recommended guidelines.
Soiled uniforms should be kept separately from
clean.

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Dress Code Policy

Nails: Must be kept short and clean. Nail varnish /

false nails are not permit.
Jewellery: The only jewellery allowed is a plain wedding
band. All body piercing must be removed.
Watches are not permitted.
Tights/socks: Navy or black socks are permitted when
wearing trousers. When skirts are worn,
tights/stockings should be flesh colored.

Mobile Phones/ Pagers:

Are not permitted in the workplace unless
issued/authorized by the company for business use.

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Personal Hygiene

Personal Hygiene

vyai>gat svacCta
Maintaining personal hygiene is necessary for many reasons;
these can be personal, social, for health reasons,
psychological or simply as a way of life. Essentially keeping a
good standard of hygiene helps to prevent the development
and spread of infections, illnesses and bad odors.
Hand washing cannot be emphasized enough as this simple
action can prevent a variety of illnesses and disorders
developing. Many people 'forget' to wash their hands after
using the toilet or before handling foods; this can cause a great
deal of illness and even death.
Where suffering from dysentery, typhoid, viral hepatitis
(including virus carriers), active tuberculosis or skin disease it
is necessary to promptly stop direct contact with food. You
should contact your manager immediately and seek treatment
from your doctor. You are not allowed to return to work until you
can provide proof that you have cured been and are no longer
infectious.

I wash my hand:
hat Qaaonao ko baad
prior to work
SaaOca krnao ko baad
after the toilet after the
break (drinking, eating, smoking)
ba`ok ko baad poya Kanao QaUma`pana I
after touching the body
SarIr spSa- krnao ko baad I
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Personal Hygiene

after handling packing materials

pOikMga saamaga`I hOMDilaMga ko baad I
after handling garbage
kUDa krkT hOMDilaMga ko baad I

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Top Tips to Remember

I wont touch my face, nose and hair

while I am handling food
maOM Baaojana hOMDilaMga krto samaya, maoro caohro naak AaOr
spSa- nahIM k$Mgaa I
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Good Personal Hygiene in Food Processing

AcCI vyai>gat svacCta Ka p`saMskrNa maoI M

I dont eat, I dont drink, I dont smoke,

I dont spit in any area when food are handled
maOM iksaI BaI xao~ maoM poya QaUma`pana AaOr qaUkUgaa
nahIM jahaM Baaojana hOMDla haota hO I
I dont wear any jewelry and watch,
either any objects attached to my uniform

maOM kao[- BaI AaBaUYaNa AaOr GaDI nahIM phnaUgaa

yaa Anya vastu maorI yaUinafa^ma- sao jauDa hoagaa I

I dont sneeze and cough while carrying the food

Baaojana lao jaato samaya maOM CIMkUgaa AaOr KaMsaUgaa nahIM I I inform my supervisor if I am sick
yaid maOM baImaar hUM tao maOM maoro
pya-vaoxak kao saUicat k$Mgaa I

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Service Standards

Service Standards
It begins with the first contact a customer has with you at
our account.
Warm, sincere greeting on first contact. Establish whether you
have what the customer needs (offer to help find it)-provide it
or suggest better alternative, to their benefit. Develop an easy,
positive rapport with the customer which lets them know they
are respected and appreciated. Go above and beyond.
Then, provide an easy, efficient way to complete the
transaction. Sincerely and warmly thank the customer for their
business and invite them to come back if ever they need your
help again (in whatever way is appropriate in your case).
Actually, that's excellent customer service- and it keeps
people coming back to you.
At ARAMARK we have created standards to set us apart from
our competitors, these are some of theminimum standards we
expect our staffto observe everyday when
interacting With customers, guests and clients.

Do's
Speak clearly and don't mutter
Observe eye contact with Guests
Never stand with your back to a
Guest Stand up straight
Always be cleaning or tidying
your area of responsibility.
Know the daily menu if your are on
The serving line.

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Service Standards

Dont's
Chat to other staff in front of guests
Do not stare at guest
Do not run in the restaurant
Do not make noise while clearing

ALWAYS BE
CONFIDENT ENERGETIC PLEASANT
SMILING NEVER ANGRY

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What does Good Customer Service Mean?

Your Health & Safety Responsibility

You have a responsibility to take care of your own health and
safety and of others who may be affected by your actions. You
should co-operate with all ARAMARK procedures to ensure
that a high level of health and safety is maintained at all times.
Many accidents occur when staff members use equipment
without proper training. Due to the nature of duties in our
accounts, staff and jobs change frequently.

This section
provides the
information on
general safe
working
environments.

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Basic Health & Safety Rules

BASIC RULES

n Only trained and authorized staff are permitted to clean

and dismantle equipment. Certain equipment such as a waste
disposal machine, food slicing machine, food mixing machine,
must only be operated and cleaned by trained personnel over
the age of eighteen.

n NEVER attempt to clean any equipment until it has been

switched off and isolated. Ensure that gas and electric
supplies are turned off and isolated.

n Ensure that equipment has cooled down before

commencing cleaning.

n BEFORE commencing any cleaning operation, ensure

that you are wearing any PPE that may be required for the
task. Do not undertake any cleaning operation if you are not
wearing all PPE required.

n While carrying out cleaning operations, ensure that you

adhere to your chemical handling and manual handling
training.

n Ensure that wet floor signs are used to indicate cleaning in

progress. If any spillages occur during cleaning, ensure that
they are cleaned up immediately.

n Do not turn on the master switch or isolator if any cleaning

or equipment maintenance is in progress.

n Caution must be exercised at all times while cleaning

equipment. Never immerse electrical appliances in water.
Never immerse plugs or cables in water.

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Basic Health & Safety Rules

n Ensure that equipment is correctly re-assembled following

n When cleaning is completed, ensure that PPE is removed
in the correct order and that it is checked for any defects.
Ensure that your hands are thoroughly washed and dried and
skin re-conditioning cream is applied.

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Basic Health & Safety Rules

PERSONAL PROTECTIVE EQUIPMENT (PPE)

Potential hazards:Chemical splash, risk of contaminating food
by hair contact, cuts, skin infection, slips, falling objects, toxic
and harmful dusts, gases and vapors, temperature extremes.
Control Measures:
n All staff are legally obliged to make full and proper use of
PPE, take reasonable care of it, and report its loss, destruction
or any defect.
n Only PPE as approved by the Health and Department is
permitted. Consult approved health and safety supplier list.
n Only trained staff are permitted to carry out tasks requiring
the use of PPE.
n Before performing a task, ensure that you have all the
required PPE for that specific task. Safety shoes must be worn
at all times. Ensure that the PPE is clean and in good
condition and that it is the correct size and fit.
n Always put PPE on BEFORE commencing the task and
wear it correctly as per your training/ instruction.
n If the correct PPE is not available- DO NOT carry out the
task.
n If PPE becomes damaged while carrying out a task,
discontinue the task.
n NEVER remove your PPE until the task is completed. On
completion of the task, wash your hands before removing any
PPE (including protective gloves/ gauntlets). Remove PPE in
the following order:

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Basic Health & Safety Rules

n Heavy-duty plastic aprons must be removed first- wipe

clean and ensure that no hazardous substance remains.
n Wash & dry your hands thoroughly (you will still be wearing
protective gloves). Secondly, remove respirator mask- check
mask and if damaged, discard it immediately.

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Training History

Training History

Date Training Trainer Sign Off

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Recommendations

Recommendations
If you have a guest who wants to really thank you for
providing an excellence service please get them to make
a comment in the form below
Name
Date
Recommendation

Name
Date
Recommendation

Name
Date
Recommendation

Name
Date
Recommendation

Name
Date
Recommendation

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 Recommendations

Name
Date
Recommendation

Name
Date
Recommendation

Name
Date
Recommendation

Name
Date
Recommendation

Name
Date
Recommendation

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Top 10 English Phrases

Top 10
English Phrases

1 Hello namasto
2 Good Morning/afternoon/evening Saup`Baat , SauBa saMQyaa , SauBa ra~I
3 Can I help you? @yaa maOM AapkI madd kr sakta hUM I
4 Enjoy your meal Apnao Baaojana ka laaBa ]za[yao I
5 I will get someone to help you Apnao Baaojana ka laaBa ]za[yao I
6 The tray drop off is over there maOM Aap kI madd krnao ko ilae iksaI
kao laata hUM I
7 I will clean it for you maOM Aap ko ilae [sao saaf k$Mgaa I
8 I will get the Manager maOM p`baMQak kaoyala baUlaata hUM I
9 Thank you Qanyavaad
10 See you next time Alaivada

New Phrases you have learnt

1 Im lost hma Kao gayao hOM I
2 Can I help you? @yaa maOM AapkI madd kr sakta saktI huM I
3 Can I you help me? @yaa Aap maorI madd kr sakto hOM I
4 Where is the (bathroom/ Pharmacy)? SaaOcaGar famao-saI khaM hO I
5 Go straight ! Then turn left/ right! saIQao jaaeM ifr baaeM daeM mauiDe I
6 Im looking for john. maOM jaaona kao ZuMZ rha rhI huM I
7 One moment please! ek imanaT I
8 Hold on please (phone) ek imanaT I

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R

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