Lesson Plan

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Lesson Plan 2Concepts Of Customer Relations
January 1999
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Objectives

• 1. To acquaint the trainee with the basics for
  improving customer relations during their
  performance on the job.

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References

• a. Navy Customer Service Manual NAVPERS 10119.
• b. Food Service Operations, NAVSUP P-421, Chap
  5.
• c. Food Service Management - NAVSUP Pub 486,
  Volume, Chapter 3
• d. NAVEDTRA 12662, Mess Management Specialist
  Training Manual, Chapter 9

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The Definition Of A Customer

• Anyone to whom, or for whom, a service is
  provided.

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Good Customer Relations

• Good customer relations start with you.
• Attitudes have a major influence on people when
  you first come into contact with them.
• The key to good customer relations is to treat
  your customer the way you would like to be
  treated if you were the customer.

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Good Customer Relations (cont.)

• In the Coast Guard, interpersonal relationships
  may be either formal or informal.
• Customer service is a major function of the FS
  rating. Fulfilling the needs of your customer,
  either directly or through subordinates, is a
  highly satisfying experience.
• The term "customer" includes military personnel,
  civilian employees, dependents, dealers and
  contractors and the general public.
• As directed, common courtesy is the backbone of
  customer service.

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Things That a Customer Dislikes

• Getting anything but the best from the serving
  line.
• Small portions.
• Food under or over cooked.
• Careless serving.
• Unsatisfactory surroundings.
• Long lines

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Things That A Customer Likes

• Meat cooked to perfection.
• Choice of foods.
• Good portion size.
• Freshly cooked foods.
• Attractive display of food.
• Pleasant service.
• Careful serving.
• Sanitation.

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Three Things That Make The Customer Happy

• Good food consisting of
• a. Quality foods.
• b. Proper food storage.
• c. Careful menu planning.
• d. Capable FSs.
• e. Progressive cooking.
• f. Attractive presentation.
• g. Sanitation.

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Three Things That Make The Customer Happy (cont.)

• Customer Service
• a. Showing courtesy on the serving line.
• b. Giving the customer a choice on the serving
  line.
• c. Care in serving.
• d. Handling complaints.
• e. Sanitation.
• f. Personnel cleanliness.

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Three Things That Make The Customer Happy

• Relaxing Environment
• a. Courteous MDMAA.
• b. Peace and quiet.
• c. Decorations.
• d. Comfortable seats and plenty of them.
• e. Music
• f. Sanitation

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Menu Planning Menu Review Boards

• Menu Planning Board.
• a. Consists of Food Service Specialists from the
  food service division, who revise the initial
  menu planned by the Leading or Senior Food
  Service Specialist.
• Menu Review Board.
• a. Consists of personnel from all divisions and
  is usually chaired by the Food Service Officer.
  These boards can bring in new ideas for the menu.

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Communication Between The Food Service Division
The Crew

• Your function is to provide service and a
  nutritional, well balanced diet that reflects the
  crew's preferences, using
• Food service suggestion box.
• Plan of the day notes.
• Local information bulletins.
• Division.

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Patron complaints

• 1) Your attitude and the attitudes of your FS
  personnel are the key to the proper handling of
  patron complaints.
• 2) Be receptive to your crew's complaints.
• 3) Try to ensure that either the Food Service
  Officer or Leading FS, or both, are available
  during the meal.
• 4) Maintain a proper perspective