Lesson 1: The Basics

The Basics

• Mastering the basics is simple once you learn and practice these four steps:1. First impressions matter2. Courtesy counts3. Attitude is everything4. Ethics

• Using these steps, you can begin to form a firm foundation for providing great customer service at Mama’s Subs

• Also, keep in mind what mama always says:– “Treat others the way you want to be treated.”

The Basics

• By the end of this lesson you should know:1. The necessary steps to making a good first

impression2. How to treat customers in a courteous and

respectful manner3. How to adjust your attitude to make a

customer’s experience more enjoyable4. How to “do the right thing” on the job

Step 1: First Impressions Matter

First Impressions: Mental snapshots you take when you first encounter a person or situation

• Frist impressions include a person’s looks and actions

• Can apply to general grooming, cleanliness, clothing, tone of voice, attitude, body language, and posture• Together, these make

up an individual’s personal style

• First impressions matter!

First Impressions

• Appearance – The first step to making a good first impression is your

appearance– At Mama’s Subs, this includes:

1. Wearing the appropriate clothing– Wearing the standard uniform issued when you were hired (black polo t-

shirt with the Mama’s Subs logo, khaki long shorts/pants, and visor)– Keeping apparel cleaned and pressed– If you have long hair, wearing a pony tail– Avoiding heavy make-up– Avoiding excessive jewelry

» Allowed: single pair of stud earrings and/or a single wristwatch/bracelet

– Wearing plain tennis shoes or loafers

First Impressions

• Appearance continued2. Making sure you are groomed

– Keeping hair washed, brushed, and maintained– Keeping fingernails clean and filed (simple, neutral nail polish

accepted)– Brushing teeth daily– Washing body and face daily

3. Maintaining a relaxed and open demeanor– Keep a friendly expression on your face– Make eye contact when talking with a customer– Smile as often as appropriate

Step 2: Courtesy Counts

When you make a conscious effort to use courteous words and phrases, they will soon become a natural part of your vocabulary and personality

Courtesy: showing politeness in one's attitude and behavior toward others.

Courtesy

• Being polite and displaying courtesy sends a positive, powerful message– It says, “I care about how I treat you and how much

respect I show you.”– At Mama’s Subs, being courteous is more than saying

“yes sir” and “yes ma’am” because you have to– It’s about showing respect to customers because they

deserve it, even when you don’t always feel they do

• Here are some simple ways to show courteousness:

Courtesy

1. Say please, thank you, and you’re welcome– This should occur during every interaction you have with

customers, whether you are the one taking the orders or delivering orders to customers

– Make it a habit to incorporate these phrases into your daily dialogue

2. Say excuse me and I’m sorry– These can be some of the most difficult phrases to use with

customers at times (especially when they’re agitated)– Regardless of the reason, if you make a mistake, say “I’m sorry”– If you need more clarification from a customer, avoid using the

words “huh?” and “what?”• Use “excuse me” instead

Courtesy

3. Use sir and ma’am– Always use yes sir, no sir, yes ma’am, and no ma’am with

customers– Using these words shows a sign of respect– Note: be mindful of your tone when using these words; the

wrong emphasis can make you sound sarcastic or condescending

4. Use a customer’s name when you know it– This is especially important for showing customers you care– It is a good way to keep customers coming back for service– This applies to giving your name to customers when they

ask as well

Courtesy

5. Use yes rather than yeah– “Yes” sounds professional, intelligent, and

respectful– Get in the habit of always using “yes”

6. Say it with a smile– Whether you are speaking face-to-face or

through the telephone, always talk to customers with a genuine smile

Step 3: Attitude is Everything

• Projecting a positive attitude is another way to make a good, long lasting impression on customers

• It is all about the presentation you use

Attitude

• Whether your attitude is good or bad, it is what customers are going to remember about you

• You may not get a second chance to interact with customers, so having a positive attitude is important

• Even if you’re not naturally upbeat, you can train yourself to have a more positive attitude

Attitude

• Positive attitude begins by:1. Appreciating the good in everyone, including yourself

• This can be accomplished by changing how you think to yourself• Consider the customer’s situation rather than who they are

– Example: changing your thought from “this customer looks like they’re going to be tough to deal with” to “I’ll do what I can to help this customer”

2. Believing in yourself• Don’t sell yourself short!• Take “I’ll never do…” out of your vocabulary• When you believe in yourself, you are more confident and you

project a more positive image to others• By doing this, you project an image that you not only believe in

yourself, but you also believe in the company and its products

Attitude

• Positive attitude begins with:3. Believing you can make a difference• When you believe you can make a difference, you will find

ways to make it happen• This translates to making a difference in the lives of customers

at Mama’s Subs• Try looking for ways to make a difference by being helpful,

interested, and caring toward your customers

4. Keeping an open mind• Try not to stereotype customers• It can affect the way you interact with customers and could

adversely impact how a customer feels they are being treated

Step 4: Doing the Right Thing

• The last step in mastering customer service at Mama’s Subs deals with ethics

• Being ethical means being honest, doing the right thing, and being accountable for your actions

Ethics

• Always be honest– Being honest with the customers is important to maintaining

high ethical standards– When you are dishonest, customers find out–maybe not right

away, but the truth will eventually come to light– When customers find out you have been dishonest, they will no

longer trust you or Mama’s Subs• Do the right thing

– When you make decisions, try to always do the right thing for others

– When you are faced with a dilemma on the job, base your decision on what is right and ethical

Ethics

• Do what you say you will do when you say you will– When a customer asks you to do something for them, do

not tell them you will do it immediately, and then never follow through

– Instead, finish their task in a timely manner and give them an estimate of how long it will take

– It’s alright to say “I don’t know”• Follow up with “But I’ll find out for you”

• Stay accountable for your actions– If you think you have done something incorrect or

unethical, be upfront about it with customers– Customers will respect you more for taking responsibility