This program begins at 2:00 p.m. on Day One, and ends at 12:00 noon on Day Five.
What is Customer Service? Create a working definition of customer service and identify opportunities for improved customer service. Develop an outline for your own customer service program.
Why Focus on Customer Service? Examine the impact customer service has on the organization, and discover its value.
Mystery Shopper Experiences. Experience and evaluate aspects of customer service at various local restaurants and retail establishments. Receive exposure to a variety of mystery shopper programs.
Best Practices in Customer Service. Study examples of best practices in customer service to use as positive role models for potential application on your campus, including exploring the “Gold Standard” customer service philosophy of the Ritz-Carlton hotel, Sysco Corporation and other university-specific examples.
Developing a Customer Service Culture. Learn to identify customers, available products and services, levels of service, factors of high-quality service, barriers to high-quality service, and components of a customer service culture and philosophy that lead to over-the-top service. Develop your own personal customer service philosophy.
Managing Customer Service. Discuss how to address dissatisfied customers, assess customer service, conduct benchmarking, define customer service goals, develop and implement plans to achieve the goals, evaluate the program, and make modifications to increase effectiveness.
Tour of True Food Service Equipment. Identify True Food Service Equipment’s customer service philosophy and best practices.
Tour of Washington University foodservice operations. Identify Washington University and Bon Appetit's customer service philosophy and best practices.
Developing a Customer Service Training Program. Develop a customer service training program, discuss possible ways to meet customer needs while applying service controls, and develop a marketing and promotion program for your customer service culture.
Development of Personal Customer Service Philosophy and Customer Service Plan. Synthesize information from all institute sessions to develop a personal customer service philosophy and customer service program outline that can be implemented upon returning to your campus.
T.J. Schier - speaker and author, and owner of “Incentivize Solutions.” T.J. presents practical, easy-to-implement ideas for managers on popular topics like guest service and motivation/training today’s generation. He is the author of several books, including, “Now That’s Service That Sells,” “Now That’s Quick-Service that Sells!” and “Send Flowers to the Living.”
Donna Boss - founder of Boss Enterprises, a communications and marketing firm in New York City is a presenter and coach/mentor at this program. Donna was formerly vice president, channel marketing, for The Food Group, one of the largest advertising agencies in the foodservice industry. Prior to this, she was editor-in-chief of Food Management magazine, a position she held for nearly two decades. Donna has won a number of publishing and association awards, including the Media Excellence Award and the Vanguard Award from the American Dietetic Association, presidents’ awards from associations, the Sparkplug Award from IFMA, and several Jesse H. Neal awards for magazine excellence.
Donna also serves on foodservice industry committees for the New England Culinary Institute, Harvard University Dining Services, the restaurant industry’s ‘Wipe Out Hunger’ efforts, and the Dietetic Internship Committee at New York Presbyterian Hospital. She is a frequent contributor to Campus Dining Today, and has been long associated with NACUFS.
Julaine Kiehn, RD – director of campus dining services, University of Missouri, Columbia, MO is one of the primary speakers and a coach/mentor at this program. Julaine is a long-time NACUFS volunteer. Her many contributions and areas of involvement include: NACUFS president, 1998-99; national education committee chair, 2005-06; national conference chair, 1994; and her long-time and ongoing assistance in developing and facilitating other NACUFS educational programs.
The following information will be helpful if you are budgeting to attend the Customer Service Institute:
Institute Registration Fee: There is no institute registration fee. All conference materials, facility tours and group meals are covered by the association and/or the sponsors of the program.
Hotel: Once accepted for an institute, participants will need to make their own hotel reservations. The 2017 group hotel rate for the Ritz-Carlton St. Louis is $179 plus local taxes (currently 15.613%). You should estimate at least a four-night stay (Monday through Thursday).
The Ritz-Carlton St. Louis
100 Carondelet Plaza
St. Louis, MO 63105
Tel: (314) 863-6300 or 1-800-241-3333
Fax: (314) 863-3525
Web Address: www.ritzcarlton.com/stlouis
Travel: Travel to and from Lambert St. Louis International airport (STL) and most cities typically ranges between $300 - $500 plus appropriate airline luggage fees. Local taxi services or a hotel town car service are available for $35 - $50 each way. If driving, there is a valet parking fee of $15 per day.
Meals: Breakfasts, lunches, breaks, and two dinners are included in the program registration.
NACUFS extends its thanks to True Food Service Equipment for their financial and programming support of the 2017 Customer Service Institute.
With additional support from Sysco Corporation