UNFORGETABLE

CREATING AN UNFORTABLE AND UNBEATABLE CUSTOMER EXPERIENCE

PRESENTED BY: JOHN EKPIKHE. MBA. MANAGING PARTNER, CLM CONSULTING, KADUNA 08033017654 FOR:
EAT WISE FAST FOOD STAFF TRAINING AND INDUCTION KADUNA

UNFORGETTABLE
NAT KING COLE
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Unforgettable, thats what you are Unforgettable, though near or far Like a song of love that clings to me How the thought of you does things to me Never before has someone been more Unforgettable, in every way And forevermore, thats how youll stay And forevermore, thats how youll stay Thats why darling its incredible That someone so unforgettable Thinks that I am unforgettable too No, never before has someone been more

PAINT YOUR PICTURE

HOW WOULD YOU LOVE YOUR SERVICES TO BE REMEMBERED? y CREATING THE EAT WISE CUSTOMER IS KING EXPERIENCE! y WHAT IS IT?
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THE 7 STEPS EAT WISE CUSTOMER IS KING EXPERIENCE

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EXPERIENCE y ACTION ............. .......................

CREATING THE AMBIENCE

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atmosphere: the typical atmosphere or mood of a place (E.G.) a restaurant with a welcoming ambiance ( .) CREATING THE RIGHT AMBIENCE TO THE CUSTOMER HOW DO YOU WANT YOUR CUSTOMER TO EXPERIENCE YOU? UNFORGETTABLE? NOTHING JUST HAPPENS! IT IS UP TO YOU
Microsoft Encarta 2009. 1993-2008 Microsoft Corporation. All rights reserved

THE COMPONENTS OF AMBIENCE

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EVERY EXPERIENCE IN THE WORLD COMES TO OUR COGNIZES (AWARENESS) THROUGH THE 5 SENSES:
SMELL SIGHT HEAR TASTE TOUCH NOSE EYES EARS MOUTH HANDS

CREATING THE SMELL EXPERIENCE

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TEAM MEMBER RESPONSIBLE:

THE CLEANER

SUPPORTED BY:
THE STORE KEEPER , THE SUPERVISOR AND THE MANAGER

INSTRUMENTALITY:
A MOB, A BROOM, A RAG, DUSTA, TABLE CLOTH, MOB BUCKET, COBWEB BROOM, IZAL, DELTOL, PINE FRESH, ODOUR SPRAY, INSECT REPLAINT, ETC.

REGULARITY:
ALWAYS

CREATING THE SIGHT EXPERIENCE

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TEAM MEMBER RESPONSIBLE:

CUSTOMER SERVICE

SUPPORTED BY:
THE CLEANER THE MAINTAINCE STAFF SUPERVISOR MANAGER

INSTRUMENTALITY
LIGHTINGS TOILETS SMILES DOOR SECURITY COUNTER SERVICES GIRLS THE FOOD/ COUNTAINERS/ GLASS/ETC

CREATING THE HEARING

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TEAM MEMBER RESPONSIBLE:

CUSTOMER SERVICE

SUPPORTED BY:
THE MAINTAINCE STAFF THE CLEANER SUPERVISOR MANAGER

INSTRUMENTALITY
TELEVISION MUSIC SET AND SPEAKERS VOLUME OF MUSIC VULUME OF STAFF SPEECH LEVELS NOICE FROM KICTHEN, MAINTANCE AND OTHER SUPPORTING STAFF ETC

CREATING THE TASTING EXPERIENCE

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TEAM MEMBER RESPONSIBLE:

COOKS

SUPPORTED BY:
THE STORE KEEPER THE ACCOUNTANT SUPERVISOR MANAGER

INSTRUMENTALITY
CULINARY SKILLS FOOD OPTIONS/ COMBINATIONS QUALITY OF MATERIALS SUPPLIED PRESENTATION FOOD APPEARANCE, SMELL ETC

CREATING THE TOUCHING EXPERIENCE

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TEAM MEMBER RESPONSIBLE:

CUSTOMER SERVICE

SUPPORTED BY:
THE CLEANERS THE MAINTANCE STORE KEEPER SUPERVISOR MANAGER

INSTRUMENTALITY
EATING UTENSILS SERVING UTENSILS SERVING TABLE, NAPKINS, SALT AND PEPPER SHAKE,TOOTH PICK, CONTAINERS SERVICES AREA, WASH HAND BASIN, MIRROR, TOILETS FLOOR ETC

THE TOTAL CUSTOMER EXPERIENCE

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TEAM MEMBER RESPONSIBLE:

THE MANAGER

SUPPORTED BY:
THE STORE KEEPER THE CLEANER THE BAKER THE COOK THE CUSTOMER SERVICE THE ACCOUNTANT SUPERVISOR

INSTRUMENTALITY
THE TEAM-BASED CONCEPT We are more effective when every body is working to achieve some goal. THE CLEARITTY OR SMART CONCEPT Specific; Measurable; Acceptable; Realistic; Time THE PROCESS CONCEPT Results can better be achieved through a unified process/ service strategy THE CUSTOMER IS KING CONCEPT: Our strategy tells what we are all about, what we do and what we are all about!

OUR FOCUS
FOCUS YOUR ATTENTION ON THE FEELINGS OF THE CUSTOMER y EMOTIONS y GENERATE CUSTOMER FEEDBACK
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CREATE A CRM FILE: Customer Response Management Feedback System. INTRODUCE MCP Mystery Customer Plan: Get the reviews from the stand point of a customer REVIEW: - Hold weekly review meetings with the team

THE UNFORGETTABLE YOU

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THIS WEEK I HAVE SHOWN YOU ALL HOW:

YOU CAN BECOME UNFORGETTABLE! YOUR CUTOMER SERVICE AND CUSTOMER CAN BECOME UNFORTABLE! YOUR COMPANY EAT WISE FAST FOOD CAN BECOME UNFORGETABLE!

NOW GO AND BECOME TRULY UNFORGETTABLE ! y THANK YOU FOR LISTENING!

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