Nathan Beaumont, Jessica Schwab

Javier Castillo, Mason Sherwood

Team Project: Chips and Salsa
Day 1 Itinerary
Salsa and Chips
Two Day Customer Service Training Itinerary
(Each number listing is 15 minutes long)
Day One
1.Trainers perform a meet and greet with the trainees which serves as an introduction on what the trainees
will be learning. The trainers will start off shaking hands and introducing themselves as the trainees enter
the room. Then the Trainers will seat the trainees at a table giving them salsa and chips to eat.
2.Trainers discuss the itinerary for training in depth with the trainees.
3.Introductions. Trainees will take a minute to introduce them self and give some interesting facts and
hobbies they have. They can also state the level of customer service training they have.
4.Activity-Customer service sayings.
5.This activity will consist of the trainees writing down ten customer service greetings and sayings.
Day 1 Itinerary
6.Review of activity. Trainees take turns stating their ten sayings. Class
discussion on opportunities when these sayings will be helpful.
7.Break.
8.PowerPoint presentation that highlights the activity done in class.
9.Class discussion brainstorming other types of customer service
sayings that can be used on the job with our customers.
10.Reading and going over the Mango Salsa recipe and ingredients.
11.Reading and going over the Hot Salsa recipe and ingredients.
12.Reading and going over the Chile Verde recipe and ingredients.
13.Review the days training and wrap up with Q&A session.
Day 2 Itinerary
Day Two
13.As trainees enter the classroom they will meet and greet one
another as the trainers did the previous day. This activity should be
done as if you are greeting a customer.
14.Review the prior day training and discuss how the meet and greet
went at the beginning of the class.
15.PowerPoint presentation to cover interacting with customers.
16.Activity-Verbal interactions vs. Non-Verbal interactions.
17.In this activity trainees will pair off. First they will perform non-
verbal meet and greet interactions with one another. Next they will
perform the same interaction but including speaking to one another.
18.Review the activity. Class discussion on how important and
necessary verbal interactions are.
19.Break.
Day 2 Itinerary
20.Prepare Mango Salsa.
21.Prepare Hot Salsa.
22.Prepare Chile Verde.
23.Prepare Chips.
24.Have trainees meet and greet each other as practice. They will use a
customer service greeting and skills they used in class. They will hand
out the chips as salsa as they perform their interactions.
25.Review, wrap up, and clean up. Comment cards will be handed out
along with an employee recognition gift. One employee who had the
most improvement and performed the meet and greet perfectly will
receive an employee paid day off. This certificate will be handed out at
this time.
Activity Presentation
Salsa and Chips
2014 Customer Service Seminar, Day 1
What we are going to talk about in this
Presentation
Customer service sayings
The importance of the customer service sayings
How to deliver these sayings
Common Customer Service Sayings
Hello!
What can I help you with today!
How are you doing today?
Its a great day at Salsa and Chips! What can I do for you?
The Power of a Hello and How to deliver it
Gives an inviting presence to our restaurants
Make our atmosphere friendlier
Make our customers happier
How do you deliver it?
As a once great penguin said Smile and wave boys,
smile and wave.
What can I help you with today? How are you
doing today?
Makes the customer feel welcome
Makes a friendly environment
Shows that we really care about the customer
Its a great day at Salsa and Chips! What can I do
for you?
Shows that you are excited about their business
Gets them excited
Shows that your business is a happy and helpful place
End of Show/ Onto the next!
Salsa and Chips
2014 Customer Service Seminar, Day 2
What are we going to learn about in this
presentation?
Importance of customer service interactions
Some good interactions
How to interact
Importance of interactions
Gives a customer first impression
Puts out a sense of happiness
Helps build relationships
Good Interactions
Eye contact
Shaking ones hand
Being friendly
How to Interact
Eye contact can be bad if you are in a bad mood
Handshaking with a really strong grip is not good
Handshaking with a weak grip is not good
Find a good balance for the handshaking
Having a overall good attitude can help
Chile Verde Recipe
3 lb pork spoon roast seasoned and wrapped in cooking paper
and cooking tie.
32 oz tomatillo salsa
5-6 large roasted green chilies diced
28 oz enchilada sauce
1 large yellow sweet onion diced
1 green bell pepper diced
3 cloves garlic finely diced
3 tbl spoons of butter
Mango Salsa Recipe
Mango Salsa:

Tomatoes-4
Onion- 1/3 (cut into chunks)
Garlic- 2 Cloves
Salt- 2 Teaspoons
Pepper- 1 Teaspoon
Jalapeo- 1 (chopped)
Mango- 12 1/2 inch chunks
Lime- juice half of the lime
Cilantro- 4 (chopped)
Javier's Hot and Spicy Salsa
Green fresh jalapenos- roasted2 to 5 remove burnt skin
and remove seeds.
Tomatoes (roma) roastedremove burned skin
Garlic-fresh-1/2 section
Salt- 1 1/2 TBS
Red onion cup
Cilantro 1/8 cup
SALSA AND CHIPS
is hereby granted to
for outstanding performance and lasting contributions to
2014 TRAINING SEMINAR
Awarded: 8/6/2014
Sincerely, Salsa and Chips Management
JOHN DOE
Certificate of Completion
SALSA AND CHIPS
is hereby granted to
for outstanding performance and lasting contributions to
THE 2014 SALSA AND CHIPS TRAINING SEMINAR
Awarded: 8/6/2014
Sincerely, Salsa and Chips Management
JOHN DOE
One Paid Day Off
Employee Email Reminder
Dear Employees,
Our Training session is just around the corner
employees, please make sure your calendar is clear for the weekend
so that you can participate in this great event. Remember that
there will be a free paid day off to one lucky participant.
The management hopes that everyone can make
it, have a good week!
Sincerely,
Salsa and Chips Management
Comment Card
SALSA AND CHIPS
Thank you for letting us serve you and hope you enjoyed dining with us.
Your comments about our service to you are very well appreciated.
ON A SCALE FROM 1-10 PLEASE INDICATE
QUALITY OF SERVICE----
QUALITY OF FOOD
APPEARANCE OF DINING AREA--
TIME OF ORDER
GREEDED FRIENDLY
COMPFORT ZONE
Any other comments: