Customer Service 

Emergency food providers deal with customers every day. A customer can be defined as anyone who needs the goods or services you provide. We live in a service-oriented world. We are a "give-it-to-me-quick-and-it-had-better-be-right" society. Even though people requiring emergency food are at least for the moment helpless in that regard, they have the same expectations as everyone else in society. Being able to meet their food needs in a timely and correct way not only relieves their immediate hunger problem but can also greatly reduce the stress in their lives. Providers need to constantly analyze their customer service skills and, in cases where they are lacking, develop or improve them. 

Taking Care of Your Customers 
In today's world, good customer service is expected. Think of a place where you like to do business. You probably go there because of the way they treat you. Chances are they call you by name, treat you with respect, and take care of what you need. Think of a place where you have stopped doing business. Was it because they were unfair to you? Not helpful? Rude? No matter what your job is, you need to remember to see everyone you work with as a customer. If they come to you, they need the food or services you provide. They all would like to be treated the same way you like to be treated at your favorite store. 

When you're not nice to someone, you lose a lot more than their business. Whether it’s a person you work with who gets angry, or someone who comes to you for something and leaves upset, you can assume that they will tell, on average, ten other people about their bad experience. It is important to have a positive image in your community. You don’t want to have a bad reputation! Remember that when things don’t go well, the end result is bad for everyone involved. 

After each encounter with a customer, take a moment and reflect on how well you were able to listen and find a way to meet the need that he or she identified. Analyzing your actions will help you in future endeavors. 

External and Internal Customers 
Remember that customers can be external or internal. External customers are the people who walk through your door and need you for one reason or another. Internal customers are the people you have to work with to take care of the people who come to you. For example, at a food distribution site, an external customer would be a family that comes to pick up food. Internal customers would be the people who work together to sort, store, and pack the food into the containers the family comes to pick up. 

Remember That You Are Important 
Whether your job is in a back room by yourself or out at the front counter serving people, you are responsible for doing what you do well so that the work gets done. Think of a car that runs well. Many parts make the car go smoothly. But if one breaks down, no matter how good the rest are, the car won’t run--even if it’s just a single nut or bolt that’s out of whack! To deliver service, you need to believe that what you do is important and do the very best you can at it. If everyone has that attitude, everyone will benefit! 

Copyright © 1999 Michigan State University Extension.  For information about Hunger Resources and Programming, contact <wrublec@msue.msu.edu>. 

Michigan State University is an affirmative action/equal opportunity employer. Michigan State University Extension educational programs and materials are available to all without regard to race, color, national origin, sex, disability or age. This information is for educational purposes only. Reference to commercial products or trade names does not imply endorsement by MSU Extension or bias against those not mentioned. 3/99