Customer service - Commissaries.com

‘Happy campers’ @ Vance
Last summer during the air show at Vance
Air Force Base, Okla., we had an Air Force
captain from protocol come in needing
several deli trays of sandwiches and produce
department vegetable trays “yesterday.” It
seems the captain was put in charge of a lastminute
arrangement to feed local dignitaries –
about 25 people – including the mayor of Enid,
Okla.
A challenge quickly surfaced when the
one deli staffer felt overwhelmed with this
sudden urgent, large request. Being called
to the deli, store employees understood the
deli’s dilemma and suggested an alternate
way to feed the local entourage. Using deli
trays and covers, store employees, along
with the captain, took cheese and meat
packages off the shelves, along with pickles,
condiments and bread rolls, and made trays
on the spot. Produce was already on their
vegetable trays.
The captain left happy, relieved that he
had a presentable lunch to offer Enid’s local
dignitaries.
Glenn Sergeant, deputy store director
Vance Commissary, Okla.
Robert Raymond, grocery manager, loves
to tell his staff that his favorite word to use
with a patron is, “Yes.” Mr. Raymond’s goal,
no matter what department he is in,
is to give the customer the same
outstanding service, all the time.
To follow up on that, his favorite
word is, “Yes.” So often people
want something and the first
response they receive is, “No.” It
is our job to turn the “no” into a
“yes.” You can always ask a patron,
“What about using this product?” or suggest
a substitute item. This does not work all
the time, but why not try it? This leaves the
patron with a sense that you are trying to help
and are willing to do what it takes to make
them happy. It is our responsibility to ensure
the patron leaves with a positive feeling.
Tip
Kim Soares, store director
Camp Kinser Commissary, Okinawa
!
Sales store checker and high school senior
Marquita McMath waits for her next customer
at Great Lakes Commissary, Mich. DeCA photo:
Rick Brink
‘Happy campers’ @ Camp Red Cloud
We had a customer special order a
decorated birthday cake. In transit, the cake
was either dropped or had fallen over. When
the customer arrived to pick up the cake, she
was told it was damaged and not viable for
a party. The customer was very upset, vocal
and not understanding, to say the least.
The storeworker remained cool and
offered an alternative in a plain, white sheet
cake; a produce worker volunteered to
do immediate decorating and re-used the
decorations off of the damaged cake. In
the end, the customer was satisfied, made
apologies for being upset and thanked
everyone involved.
Robert Vagasky, store manager
Camp Red Cloud Commissary, South Korea w
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