Culvers Customer Service Training Plan

CUSTOMER SERVICE
TRAINING PLAN:
CULVER'S OF RIVER FALLS
Shelby Dolly
Instructor: Grace Coggio
Communication Training & Development
5 May 2023
TABLE OF CONTEXT
Introduction..............................................................................................................3
Getting Started.........................................................................................................5
Module 1: Culver's Mission, Vision & Values...........................................................6
Module 2: Why Customer Service Matters..............................................................8
Module 3: The Art of Greeting Guests...................................................................10
Module 4: Customer Service Five Keys to Sucess................................................12
Module 5: Customer Service at the Register.........................................................15
Module 6: Customer Service in the Dining Room..................................................16
Module 7: Customer Service in the Drive Through................................................17
Module 8: Managing Customer Complaints...........................................................18
Wrapping Up......................................................................................................18
Appendix A: Web Based Module...........................................................................20
Appendix B: Paper Airplane Folding Instruction Sheet..........................................21
Appendix C: Culver's as an Organization Lecture.................................................22
Appendix D: Mission, Vision, Values Assessment Quiz........................................24
Appendix E: The Do's and Don'ts of Customer Service Lecture...........................25
Appendix F: The Do's and Don'ts of Customer Service Assessment Quiz............29
Appendix G: Ways to Greet/ Say Goodbye to Guest Guide..................................30
Appendix H: Ways to Greet/ Say Goodbye to Guest Role Play Cards..................31
Appendix I: The Five Keys to Customer Service Lecture......................................35
Appendix J: Opposite Expressions Activity Cards.................................................39
Appendix K: Five Keys to Customer Service Assessment Quiz............................41
Appendix L: Customer Service at the Register Role Play Cards...........................42
Appendix M: Customer Service in the Dining Hall Role Play Cards......................44
Appendix N: Customer Service in the Drive Through Role Play Cards.................46
Appendix O: Customer Service Issues Lecture.....................................................48
Appendix P: Customer Service Issues Assessment Quiz.....................................52
Appendix Q: Training Evaluation...........................................................................53
INTRODUCTION
SET UP
Time: 4 hours
Training location: classroom style + instructional mock Culver's set up.
(small table groups, movable chairs, power point abilities)
Intended number of trainees: 12-15 participants
Employee level of knowledge: Prior to this training, employee should have
knowledge of all of front positions (excluding set). In order to complete this training
employees, need to be able to operate register, drive thru, custard, and runing
positions.
PURPOSE
The purpose of this training is to provide trainees with the tools and techniques
necessary to develop their professional customer service skills. This training
focuses on the importance of customer service and allow trainees to strengthen
their communication skills through communication study principals, personal
experience and interactive activities through the training session.
OVERALL GOAL
OVERALL GOAL
Trainees will be able to exemplify strong customer service skills through effective
communication.
OBJECTIVES
AT THE END OF THE FOUR HOUR TRAINING, TRAINEES WILL BE ABLE TO:
Demonstrate knowledge of the mission statement, vision statement, and 5 core
values of Culver’s as an organization.
Explain the importance of customer service.
Identify potential consequences of bad customer service.
Demonstrate the process of greeting a guest the “Culver’s Way” upon entering
the building.
Demonstrate the process of saying goodbye to a guest the “Culver’s Way”
upon exiting the building.
Employees can identify the five customer service keys to success.
Employees can take order(s) by taking nonverbal and verbal cues from
customers into account.
Identify the needs of a customer based on the customer’s age, or level of
experience with Culver’s.
Demonstrate the ability to anticipate customer needs, by bringing extra
condiments, paper products, and other items to guests.
Demonstrate friendly & professional customer service skills when taking orders
over the drive headset.
Demonstrate friendly & professional customer service skills when running
orders to guest vehicles.
Communicate effectively with guests.
Assess customer service problems and apply problem solving skills to
implement a solution.
Recognize a guest in need and assist the guest to a satisfactory level.
TRAINING OVERVIEW
1. Getting Started
a. Activity
2. Module 1: Culver's Mission, Vision & Values
a. Video
b. Video
c. Lecture
d. Assessment Quiz
3. Module 2: Why Customer Service Matters
OVERALL GOAL
a. Lecture
b. Activity
c. Quiz
4. Module 3: The Art of Greeting Guests
a. Demonstration
b. Activity + Discussion
c. Demonstration Assessment
5. Module 4: Customer Service Five Keys to Sucess
a. Lecture
b. Activity * 4
c. Quiz
6. Module 5: Customer Service at the Register
a. Role Play + Discussion
7. Module 6: Customer Service in the Dining Hall
8. Module 7: Customer Service in the Drive Through
9. Module 8: Managing Customer Complaints
a. Lecture
b. Activity + Discussion
c. Assessment Quiz
d. Wrap up: Training Evaluation
GETTING STARTED: ICEBREAKER
Paper Airplane Icebreaker 20 Minutes

Objective: Trainees will be able to break down social barriers by participating in
activities.
A. Activity - 20 minutes
1. Hand out supplies (each trainee will need a writing utensil, and a blank piece
of paper.
PURPOSE
2. Instruct trainees to write down two fun facts about themselves one the same
side of the paper. If trainees are stuck, mention favorite food, hobby, animal,
etc...
3. Instruct trainees to fold the paper into an airplane (hiding the words).
4. Once the airplanes are created instruct trainees to line up in a horizontal line
on one end of the room. Have trainees throw their airplanes into the center of
the room.
5. Instruct trainees to retrieve one airplane from the floor. Form a circle.
OVERALL GOAL
6. Have trainees introduce themselves.
a. Their name
b. Favorite Culver's food item
c. Then take turns reading their airplanes aloud. Instruct trainees to guess in
efforts to match the airplane to its owner. Continue until everyone has
gone. Discard airplanes.
Activity follow up (5 minutes):

The purpose of this activity was to break the ice between everyone in this training
session. Now we all know a little more about one another, and the names of
everyone in this training session.
Resources
Blank printer paper, pens/pencils, how to fold paper airplane instruction sheets
(see appendix B).
MODULE 1
Culver's Mission, Vission & Values 20 Minutes

Objective: Employees will demonstrate knowledge of the mission statement, vision
statement, and 5 core values of Culver’s as an organization.
A. Culver's Anthem Video- 5 Minutes

Preamble to video:
This video your about to see was created by Craig Culver, founder of Culver's. It
highlights the history and establishment of Culver's as an organization.
Video link: Culver's Anthem (run time 2 minutes)
Video follow up questions:
1. What parts of the video stood out?
a. local, homegrown ingredients
b. feeling of welcome
c. Sauk City, Wisconsin
2. Describe the values of Culver's has as an organization?
OVERALL GOAL
a. fresh, wholesome food
b. genuine wholehearted hospitality
c. connections to the community
B. True Blue Values Video - 3 Minutes

Preamble to video: This video takes a look into the True-Blue values of Culver's.
The organizational promise behind Culver's. It was released in 2022, and it
extremely relevant to the organization.
Video link: True Blue Values (run time 1 minute)

Video follow up questions
1. What is the Culver's promise?
a. every guest that chooses Culver's leaves happy
2. What does the video portray about Culver's as an organization?
a. genuine
b. wholesome
c. family oriented
d. quality products
e. made to order
3. What other aspects of the video stood out?
C. Culver's As an Organization Lecture - 7 minutes

Lecture Outline:
1. What is Culver's
2. History of Culver's
a. Culver's media story
3. Mission statement
4. Heart of Culver's (organizational vision)
5. Culver's vision statement
6. The 5 Core Values of a Culver's Employee
D. Mission, Vision, Values Assessment - 5 Minutes

Pass out Culver's Mission, Vision & Values short assessment quiz (refer to
appendix D). Instruct trainees to fill out the quiz individually. Collect quizzes and
continue to the next module.
Refrences
Culver's as an Organization: Mission, Vision, Values Lecture (see appendix C)
Mission, Vision, Values Assessment Quiz (see appendix D)
"True Blue Values." YouTube, uploaded by Culver's, 21 Apr. 2012,

www.youtube.com/watch?v=KVxklUcZxS8.
"Culver's Anthem." YouTube, uploaded by Culver's, 21 Apr. 2022,

www.youtube.com/watch?v=KyeRHYCHj3U.
“About Culver's: What Makes the Restaurant Great.” Culver's,

https://www.culvers.com/about-culvers.
MODULE 2
Why Customer Service Matters 20 Minutes

Objectives:
1. Employees will explain the importance of customer service.
2. Employees can identify potential consequences of bad customer service.
A. The Do's and Don'ts of Customer Service

Lecture Outline (7 minutes):
1. What is customer service?
2. Consequences of bad customer service
3. The six pillars of customer service
a. attitude
b. interest
c. action
d. verbal language
OVERALL GOAL
e. body language
f. tone of voice
4. Key takeaways
B. Activity- A Customer's Day - 8 Minutes

Purpose of activity:
The activity is designed to help the trainees relate the Do's and Don'ts of
Customer Service in regard to real life scenarios from the customer perspective.
Activity Instructions
1. Hand out materials (everyone need a blank sheet of paper, and a writing
utensil).
2. Instructor trainees to think about an interaction they had with an upset
customer. Then, instruct them to think about hypothetical situations the
customer could have experienced that would affect their attitude (write it down,
then share).
MODULE 2
C. Assessment Quiz- 5 minutes

Pass out the Do's and Don't of Customer Service short assessment quiz (refer to
appendix F). Instruct trainees to fill out the quiz individually. Collect quizzes and
Refrences
The Do's and Don'ts of Customer Service power point (refer to appendix E)
The Do's and Don'ts of Customer Service Assessment Quiz (refer to appendix F)
Activity supplies: blank paper and writing utensils.
Zamir Janmohamed, Implementation Manager. “The Importance of

Compassionate Customer Service.” Kustomer, 22 Nov. 2022,
https://www.kustomer.com/blog/compassionate-customer-service/.
OVERALL GOAL
MODULE 3
The Art of Greeting Guests 25 Minutes

Objectives:
1. Employees can demonstrate the process of greeting a guest the “Culver’s
Way” upon entering the building.
2. Employees can demonstrate the process of saying goodbye to a guest the
“Culver’s Way” upon exiting the building.
A. Demonstration- 5 minutes
Demonstration:
Greeting a Guest
1. Always stand facing the front of the lobby.
a. body language expectations
2. Greet the guest
a. ways to greet guest (refer to appendix G)
Saying Goodbye to a Guest

OVERALL GOAL
1. Saying Goodbye
a. ways to say goodbye (refer to appendix G)
B. Activity- Role Play + Discussion - 15 minutes

The activity is designed to help the trainees practice the process of greeting and
saying goodbye to a guest the Culver's Way.
Role Play Instructions

1. Pick two role play cards (1 employee card, 1 customer card). Assign one
trainee to be the customer, and the other trainee to be the employee. Instruct
trainees to role play the scenario on their cards. (Everyone not involved
watch).
2. After the role play scenario, follow up with discussion.
a. What went well in this scenario?
b. What could the employee have done differently?
3. Repeat using new role play cards, and trainees as time allows.
MODULE 3
C. Assessment Demonstration - 5 minutes
Have each trainee demonstrate a greeting or goodbye interaction that follows the
Culver's Way of greeting/saying goodbye to a guest.
Refrences
Demonstration Guidelines (refer to appendix G)
Role Play Cards (refer to appendix H)
OVERALL GOAL
MODULE 4
5 Customer Service Keys to Success 50 Minutes

Objective: Employees can identify the five customer service keys to success.
A. The Five Keys to Customer Service Lecture

Lecture Outline (10 Minutes):
1. Nonverbal Communication
2. Verbal Communication
3. Active Listening
4. Empathy
5. Compassion
B. Activity- Opposite Expressions - 10 Minutes

The activity is designed to help the trainees practice reading and interpreting
OVERALL GOAL
nonverbal communication.
1. Explain to trainees the concept of the activity. Trainees will take turn reading
aloud scenarios cards. The catch is that the words the trainees are saying will
not match the tone/pitch/gestures their body language is showcasing.
a. Instruct one trainee to read out loud a card. After they finish have other
trainees discuss how the nonverbal communication affected the words the
individual was saying.
i. How did the nonverbal communication cues, affect the content of the
message?
b. Repeat activity using different cards as time allows.
MODULE 4
C. Activity- Telephone - 5 Minutes
The activity is designed to help the trainees understand the importance of active
listening, when interacting with customers.
1. Instruct trainees to form a line. Trainees should stand far enough apart to
avoid overhearing one another's whispers. Explain the activity.
a. The line is a telephone line. One individual will be given a phrase to "pass
on" to the next person in line and so forth. You can only whisper the
message once.
2. Start the activity. Repeat as time allows.
Following the activity reiterate the important of active listening, and how it pertains
to successful customer service.
D. Activity- Can you Hear me? - 10 Minutes

OVERALL GOAL
The activity is designed to help the trainees understand the importance of verbal
communication as it applies to customer service.
1. Hand out supplies: trainees will need blank paper, and a writing utensil.
2. Select one trainee to be the descriptor. The rest of the trainees will be
drawing.
3. Each round, one player takes a turn describing an item for other participants to
draw one shape or line at a time. For instance, the sun, a tree, a stoplight, or a
cat. The object of the game is for players to try to guess the object before the
drawing is complete.
4. Repeat as time allows.
Following the activity:

1. What was the hardest part of this activity?
2. How did the verbal directions given to you help/not help you create the
drawing?
3. Why is clear verbal communication important?
4. How can strong verbal communication be helpful in customer service?
MODULE 4
E. Activity- Thank you Letter - 10 Minutes
The activity is designed to help the trainees practice having compassion and
empathy for customers.
1. Hand out supplies: trainees will need blank paper, and a writing utensil.
2. For this activity, have each person think of positive customer interaction. Then,
instruct them to write a thank you letter to themselves from the customer's
perspective.
Following the activity:

1. Would someone be willing to share the positive customer interaction you wrote
about?
2. What made the interaction a positive one?
3. How do positive customer service interactions impact customers?
4. Why is it important to show compassion and empathy to customers?
OVERALL GOAL
F. Assessment Quiz
Pass out the Five Keys to Customer Service short assessment quiz (refer to
appendix K). Instruct trainees to fill out the quiz individually. Collect quizzes and
Refrences
The Five Keys to Customer Service Lecture (refer to appendix I)
Opposite Expression activity cards (refer to appendix J)
Blank white paper, writing utensils.
The Five Keys to Customer Service Assessment Quiz (refer to appendix K)
Lewis, Chris. “Customer Empathy: Why Is Empathy Important in Customer

Service?” Helplama Helpdesk, 5 Jan. 2023,
https://helpdesk.helplama.com/customer-service-empathy/.
Verderber, Kathleen S., and Erina L. MacGeorge. Inter-Act: Interpersonal

Communication Concepts, Skills, and Contexts. Oxford University Press, 2016.
MODULE 5
Customer Service at the Register 15 Minutes

Objective: Employees can take order(s) by taking nonverbal and verbal cues from
customers into account.
A. Role Play + Discussion - 15 Minutes

The activity is designed to help the trainees practice the process of taking a
customer(s) order in a variety of situations. Employees will apply knowledge from
module four when role playing.

Pick one role play card (customer card). Assign one trainee to be the
customer, and the other trainee to be the employee. Instruct trainees to role
OVERALL GOAL
play the scenario. The employee will not have a role play card. The employee
should perform the duties of the register following the 5 Core Culver's Values.
(Everyone not involved watch).
After the role play scenario, follow up with discussion.
What went well in this scenario?
What could the employee have done differently?
Repeat using new role play cards, and trainees (as time allows).
Refrences
Role Play Cards (refer to appendix L)
MODULE 6
Customer Service in the Dining Hall 15 Minutes

Objectives:
Employees can identify the needs of a customer based on the customer’s age, or
level of experience with Culver’s.
Employees can demonstrate the ability to anticipate customer needs, by bringing
extra condiments, paper products, and other items to guests.

The activity is designed to help the trainees practice the process of providing good
customer service when interacting with customers in the dining room. Employees
will apply knowledge from module four when role playing scenarios.

OVERALL GOAL
Refrences
Role Play Cards (refer to appendix M)
MODULE 7
Customer Service: Drive Through 15 Minutes

Objectives:
Employees can demonstrate friendly & professional customer service skills when
taking orders over the drive headset.
Employees can demonstrate friendly & professional customer service skills when
running orders to guest vehicles.

The activity is designed to help the trainees practice the process of taking a
customer(s) order in a variety of drive through situations. Employees will apply
knowledge from module four when role playing scenarios.
Role play Instructions

OVERALL GOAL
Refrences
Role Play Cards (refer to appendix N)
MODULE 8
Managing Customer Complaints 30 Minutes
Objectives:
Employees can communicate effectively with guests.
Employees can assess customer service problems and apply problem solving
skills to implement a solution.
Employees can recognize a guest in need and assist the guest to a satisfactory
level.
A. Customer Service Issues - 15 Minutes

Lecture Outline
1. Customer Service Issues Overview
2. Food quality
3. Order mix-up
4. Restaurant cleanliness
5. Wait times
6. Unavailable menu items
7. Allergy concerns
8. 5 steps to managing customer complaints
OVERALL GOAL
a. active listening
b. apologize
c. offer a solution
d. offer a freebie
e. follow up
B. Pick Your Group Activity + Discussion

The activity is designed to help the trainees understand that customers are
seeking to feel satisfied and comfortable. Customer complaints are not always
meant to be negative.
Activity instructions:
To act out this training, divide the group into four smaller groups. Have them take
their place in one of the four corners of the room with instructions to behave in a
certain way. (sing loudly, jump up and down, count to 10 over and over, normal
conversation).
Switch corners a four times, every 30 seconds (trainees should reach every
corner. Switch a 5th and final time, but instruct trainees to choose their favorite
corner. (Highlight the want of customers to feel comfortable through the
discussion).
C. Assessment - 5 Minutes
Pass out the Five Keys to Customer Service short assessment quiz (refer to
appendix P). Instruct trainees to fill out the quiz individually. Collect quizzes and
References
Customer Service Issues Lecture (refer to appendix O)
Customer Service Issues Assessment Quiz (refer to appendix P)
“13 Common Restaurant Complaints and Solutions on How to Save the Day.”
GloriaFood Blog, 15 Sept. 2022, https://www.gloriafood.com/common-restaurant-
OVERALL GOAL
complaints-and-solutions.
8 Common Customer Issues and How to Resolve Them - Indeed.

https://www.indeed.com/career-advice/career-development/customer-issuues
Wrap Up- Training Evaluation - 10 Minutes

End of Training Evaluation. Thank trainees for participating in the training session.
Instruct trainees to fill out evaluation form and turn it in before leaving.
OPTIONAL ONLINE MODULE
The Art of Greeting Guests 25 Minutes

Objectives:
1. Employees can demonstrate the process of greeting a guest the “Culver’s
Way” upon entering the building.
2. Employees can demonstrate the process of saying goodbye to a guest the
“Culver’s Way” upon exiting the building.
A. Demonstration Video- 5 minutes

Demonstration Video:
Greeting a Guest
Saying Goodbye to a Guest
B. Activity- Culver's Simulation - 15 minutes

The activity is designed to help the trainees practice the process of greeting and
saying goodbye to a guest the Culver's way.
OVERALL GOAL
Activity instructions:
1. Provide trainees with link to online Culver's guest greeting simulation game.
2. Instruct trainees to follow the game simulation (game is designed to take
trainees through the various ways of greeting and saying goodbye to guests).
3. At the end of the simulation, trainess will be prompted to take an assesment
quiz.
Refrences
Online simulation link
Demonstration Video
PAPER AIRPLANE INSTRUCTION SHEET
OVERALL GOAL
Please rate how much you agree with the following statements.
MISSION, VISION, VALUES

ASSESMENT
Training Title :
Location of Training :
Trainer :
Please complete the following statements.
True False
The mission statement of Culver's is that "Every
Guest who chooses Culver's leaves happy."
Culver's has four core values

for employees.
Culver's has three organization

visions it follows.
Culver's vision statement is "We never

compromise on quality."
"Delighting in every moment" is an organizational

value of Culver's
"Doing the right thing" is an

organizational value of Culver's.
"Practicing kindness" is an organizational

value of Culver's.
One of the core values for Culver's

employee is to be dependable.
This portion of the training helped me gain a better

understanding of Culver's as an organization.
Additional Comments for Trainer:

THE DO'S & DON'T OF CUSTOMER

SERVICE ASSESMENT
Training Title :
Trainer :
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
Customer service is important
in satisfying customers.
Bad customer service can prevent

customers from returning.
Verbal language has no effect on

customer service interactions.
Tone of voice is important in
customer service.
Inclusive language positively

impacts customer interactions.
You can multitask during

Customer service matters.
"IDK" is an appropriate answer to a

customer's question.
Body language effect customer
service interactions.
The six pillars of customer service

are helpful in providing good
customer service.
GREETING/SAYING GOODBYE TO A
GUEST OPTIONS
Appropriate Greetings:
Welcome to Culver's!
Hello
Welcome
Thank you for choosing Culver's!
What can I get fresh for you today?
Welcome to Culver's, home of the butter burger!
Come on in!
It's nice to see you today!
Appropriate Goodbyes
Thank you for choosing Culver's!
Have a great day!
Have a great evening!
OVERALL GOAL
Thank you for stopping in!
We will see you next time!
Take care!
Have a good one!
GREETING/SAYING GOODBYE ROLE
PLAY CARDS
Customer: Customer:
Teenager engaged in a Seven year old ordering

texting conversation alone
Customer: Customer:
Teenager in an angry Elder with hearing loss

mood
Customer: Customer:
Adult not sure what they Parent in a rush

want to order
Customer: Customer:
First time ever at a Rude Adult

Culver's
PLAY CARDS
Customer: Customer:
Crying Toddler Excited child
Customer: Customer:
Individual meeting up with Elderly customer with

friends specific demands
Customer: Customer:
Adult with allergies Wants to know what

everything on the menu is
Customer: Customer:
Loyal Culver's customer Impatient customer

PLAY CARDS
Employee: Employee:
New Hire New Hire
Employee: Employee:
New Hire New Hire
Employee:
Employee:
Having a bad day

Having a bad day
Employee: Employee:
Been with the company for Been with the company for
three years three years
PLAY CARDS
Employee: Employee:
Overly excited In a rush
Employee: Employee:
Distracted by fellow Completely focused on the

employee customer
Employee:
Employee:
Taking at a fast paced

On hour 10 of their shift
(exhausted)
Employee: Employee:
Struggling to speak with Overly excited

volume
OPPOSITE EXPRESSION CARDS
Message: I didn't sleep Message: For my birthday

well last night and I am on Friday my friends are
very tired. taking me skydiving
Expression: Overly excited Expression: Angry
Message: I won concert Message: I just bought a

tickets to (your choice). new puppy.
Expression: Angry Expression: Sad
Message: I'm pretty sure I Message: My sister had

failed my chemistry test her baby yesterday.
today. .
Expression: Happy Expression: bored
Message: I don't feel very Message: I am going to an

good. amusement park this
weekend.
Expression: Excited
Expression: Sad
OPPOSITE EXPRESSION CARDS
Message: My fish died, Message: My car ran out

and I flushed it down the of gas on the way here
toliet. and I had to walk 2 miles.
Expression: Overly excited Expression: Overly excited
Message: My little brother Message: I have to give a

passed his driver's test. lecture tomorrow.
Expression: Angry Expression: Excited
Message: I got into my Message: I won a free trip

dream school. to my dream vacation
destination.
Expression: Sad Expression: Sad
Message: My sister got Message: My parents are

her first job. getting me a car for my
birthday.
Expression: Angry
Expression: Grumpy
THE 5 KEYS TO CUSTOMER SERVICE

ASSESMENT
Training Title :
Trainer :
Strongly Strongly
Agree Disagree
Nonverbal communication is a key
to good customer service skills.
Active listening is a key to good

customer service skills.
Verbal language has no effect on

Language can be self-reflexive,
arbitrary, ambiguous, & abstract.
The distance between people

communicating does not matter.
Verbal communication is a key

Language is a symbolic system.
Flexibility is a key to good

Compassion is a key to good
Empathy is a key to good

CUSTOMER SERVICE: REGISTER CARDS
Customer: Customer: Cus

Ordering a party pack of Has a gluten allergy Ord
pints pints
Customer:
Customer:
Ordering multiple items
Wants a recommeded
with cupons (double
item from employee.
deluxe 2 for $8, Free kids
meal)
Customer: Customer:
Looking for the difference Unsure of what they want
between the cod filet & to order.
cod dinner.
Customer:
Customer:
New to Culver's.
Culver's regular in a rush.
CUSTOMER SERVICE: REGISTER CARDS
Customer: Customer: Cus

Regular, here to Has a milk allergy. Ord
promotional special pints
Customer:
Customer:
Wants to know what
Young child ordering.
lemon ice is, needs a
recommendation.
Customer: Customer:
Fellow employee off shift Unsure of what they want
ordering food. to order.
Customer:
Customer:
Three young siblings
Culver's regular in a rush.
ordering scopie tokens
together.
CUSTOMER SERVICE: DINING HALL
CARDS
Cus
Customer: Customer: Ord
Missing custard item. Received the wrong order. pints
Customer: Customer:
No clean/empty table are Young child dropped drink
available. all over the floor.
Customer: Customer:
Looking for hot sauce. Unable to find drink lids.
Customer:
Customer: Out of cups, condiments in
Culver's regular in a rush. the dining hall.
CUSTOMER SERVICE: DINING HALL
CARDS
Cus
Fountain drinks taste off. Received the wrong order. pints
Customer: Customer:
Asked for no tomatoes on Missing an order of onion
the burger, but there is. rings.
Customer: Customer:
In need of ranch and Food has not been
silverware. delivered in 10 minutes.
Customer:
Customer:
Ketchup pumps are not
With an allergy, trying to
working, needs napkins.
ensure food is okay to eat.
CUSTOMER SERVICE: DRIVE THROUGH
CARDS
Cus
Fountain drinks taste off. Received the wrong order. pints
Customer: Customer:
Asked for works on the Custard only order,
burger, but its missing. missing a large shake.
Customer:
Customer:
Food has not been
Wants multiple orders.
delivered in 10 minutes.
Customer:
Customer:
Can not hear the
Can not locate items on
employee through the
the menu board.
drive through speaker.
CUSTOMER SERVICE: DRIVE THROUGH
CARDS
Customer: Cus
Customer:
Rattles off order at an Ord
Received only part of their
extremely fast speed. pints
order.
Customer: Customer:
Lost wallet, and can not Wanted a kids meal
pay. instead of an adult meal.
Customer: Customer:
Forgot to ask for BBQ and Food has not been
cheese sauce. delivered in 20 minutes.
Customer:
Customer:
Allergy to milk, wants food
Ordered a cheeseburger
bagged seperately.
wanted a hamburger.
MANAGING CUSTOMER
COMPLAINTS ASSESMENT
Training Title :
Trainer :
Strongly Strongly
Agree Disagree
Improper food tempature can lead
to customer complaints.
Allergy concerns can increase wait

times for fellow customers.
It is best to interrupt a complaining

customer.
It is important to follow food hold
times to ensure food quality.
A variety of factors can cause food

items to be unavailable.
Verbal communication is a key

Restaurant cleanliness matters.
When a customer complains

offering a freebie can help.
In the event of a customer
complaint I can problem solve.
I can recognize a guest in need

and assist them to a satisfactory
level.
TRAINING EVALUATION FORM
Training Title :
Trainer :
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The objectives of the training
were clearly defined.
Participation and interaction

were encouraged.
The topics covered were

relevant to me.
The content was organized and

easy to follow.
The materials distributed were

helpful.
This training experience will be

useful in my work.
The trainer was well prepared.
The training objectives were

met.
The training was completed in

the allotted time.
The training materials was

good and sufficient.

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CUSTOMER SERVICE

Paper Airplane Icebreaker 20 Minutes

Activity follow up (5 minutes):

Culver's Mission, Vission & Values 20 Minutes

A. Culver's Anthem Video- 5 Minutes

B. True Blue Values Video - 3 Minutes

Video link: True Blue Values (run time 1 minute)

C. Culver's As an Organization Lecture - 7 minutes

D. Mission, Vision, Values Assessment - 5 Minutes

"True Blue Values." YouTube, uploaded by Culver's, 21 Apr. 2012,

"Culver's Anthem." YouTube, uploaded by Culver's, 21 Apr. 2022,

“About Culver's: What Makes the Restaurant Great.” Culver's,

Why Customer Service Matters 20 Minutes

A. The Do's and Don'ts of Customer Service

B. Activity- A Customer's Day - 8 Minutes

C. Assessment Quiz- 5 minutes

Zamir Janmohamed, Implementation Manager. “The Importance of

The Art of Greeting Guests 25 Minutes

Saying Goodbye to a Guest

B. Activity- Role Play + Discussion - 15 minutes

Role Play Instructions

5 Customer Service Keys to Success 50 Minutes

A. The Five Keys to Customer Service Lecture

B. Activity- Opposite Expressions - 10 Minutes

D. Activity- Can you Hear me? - 10 Minutes

Following the activity:

Following the activity:

Lewis, Chris. “Customer Empathy: Why Is Empathy Important in Customer

Verderber, Kathleen S., and Erina L. MacGeorge. Inter-Act: Interpersonal

Customer Service at the Register 15 Minutes

A. Role Play + Discussion - 15 Minutes

Role Play Instructions

Customer Service in the Dining Hall 15 Minutes

A. Role Play + Discussion - 15 Minutes

Role Play Instructions

Customer Service: Drive Through 15 Minutes

A. Role Play + Discussion - 15 Minutes

Role play Instructions

A. Customer Service Issues - 15 Minutes

B. Pick Your Group Activity + Discussion

8 Common Customer Issues and How to Resolve Them - Indeed.

Wrap Up- Training Evaluation - 10 Minutes

The Art of Greeting Guests 25 Minutes

A. Demonstration Video- 5 minutes

B. Activity- Culver's Simulation - 15 minutes

MISSION, VISION, VALUES

Please complete the following statements.

Culver's has four core values

Culver's has three organization

Culver's vision statement is "We never

"Delighting in every moment" is an organizational

"Doing the right thing" is an

"Practicing kindness" is an organizational

One of the core values for Culver's

This portion of the training helped me gain a better

Additional Comments for Trainer:

THE DO'S & DON'T OF CUSTOMER

Bad customer service can prevent