Progressive Grocer Independent

OCT 2016

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32 | Progressive Grocer Independent | October 2016 Service Departments Training by Harold Lloyd of Harold Lloyd Presents. He suggested putting the phone script of how you want employees to answer the phone above the phone. Also, place a small mirror there so employees can see them- selves as they answer. A smile on the face translates to a smile in the voice, which makes for better customer ser- vice even when the customer isn't in front of the employee, Lloyd noted. Also for departments that take special orders such as custom cakes or deli platters, post instructions on how to properly take these orders near the phone. Enumerate all the questions that the employee needs to ask and also display pricing for accurate quotes. In-depth Training Once the training basics are covered, IDDBA also offers in depth training with workbooks on food safety, prod- uct knowledge, customer service and service department management. e workbooks delve into each topic more deeply than the videos and job guides, and feature short quizzes throughout. "It's a bit more like a workshop experi- ence," O'Connor says. "It can be done in a self-service ca- pacity and you don't need to be in a group to do them." For example, one of the management workbooks covers the concept of profit. A job guide gives the quick hits on profit in a service department, something that many employees may not understand when they are first hired, and the work- book is geared toward department managers and gives them a tutorial on how to understand the terms and numbers associated with the depart- ment, like gross margin and how to understand shrink as well as how to reduce it. e workbooks also cover product knowl- edge, such as bakery production methods and production tech- niques. e food safety series covers the basics of why food safety is important but also how to keep the department sanitized as well as how to control the pathogens that can affect food. While the food safety track of workbooks provides information, O'Connor notes that the association currently doesn't offer food safety certification. Instead, the associa- tion offers members up to $2,000 a year reimbursement to help cover the testing fees for employees who do take the certification exam. IDDBA recognizes three certifi- cation programs: Prometric Certified Professional Food Manager, Food Safety Manager Certification or FMI's SafeMark and ServSafe Food Protection Manager Certification. "We'll come behind your won- derful and important efforts to food safety, certifying your people who are working every day in these perish- ables departments, and we'll provide you with financial reimbursement to do that," O'Connor says. e initia- tive is an effort to get more employees in stores certified, especially those who are working in the department and handling food on a regular basis. It's not enough to just have the store director or department manager cer- tified in food safety. To really ensure safe food, all employees coming in direct contact with food preparation or handling should be certified. "Food safety is absolutely critical," she adds. PGI To really ensure safe food, all employees coming in direct contact with food preparation or handling should be certified. RELIABLE FOOD PROCESSING EQUIPMENT Increase Your Output 17% to 39% With the BIRO PRO-9 HD Special (High Output) Series Heavy Duty 1/2 HP or Heavy Duty 3/4 HP The Biro Manufacturing Company Marblehead, OH 43440-2099 USA 419-798-4451 Fax 419-798-9106 184RB-4C-1-11 Chicken Stir Fry Beef Strips Beef Cubing Beef Tenderizing/Knitting Biro Pro-9 HD • Stainless Steel Case • Stainless Steel Case Cover • Stainless Steel Blades and Spacers • Stainless Steel Combs • Lexan, see-through Cover with Built-in Safety Feature

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