Your Induction to Compass Group

1. Your Induction to Compass Group

2. Introduction Insert Picture George Mifsud Welcome to Eurest……. Before you start work with Eurest it is important that you take the time to understand more about the company and our expectations. Your induction has three component. Compass Group – an overview of our London-based parent company, Eurest Pacific – an overview of our operations here in Australia, New Zealand, PNG and East Timor; and, Your business sector – an overview of the business you will be working within. I hope you find this introduction to the business helpful and informative.

3. Lesson 1 An Introduction to Compass Group

4. Welcome to the Compass Group Team Congratulations on joining Compass Group….. You have joined the market leader in contract foodservices worldwide. Compass Group operates as Eurest in the Pacific region and is an important part of our Global business. This short presentation will give you an overview of Compass Group as well as important information which will help you to provide exceptional service to our clients and customers. Good luck and welcome to the team. Francis H MackayChairman Michael J BaileyChief Executive

5. Compass Group : An Overview Compass Group is the largest foodservices organisation worldwide We operate in over 90 countries around the world We are a publicly listed company on the London Stock Exchange and our annual sales total more than $23b Australian Our team of over 360,000 employees work to deliver exceptional service to customers and clients

6. Compass Group Vision and Values Add when available from Compass Group

7. Foodservice Brands Compass Group companies offer solutions to meet client requirements…. Wherever we operate, we work in close with our clients and offer solutions that are tailored specifically to meet their requirements. Sometimes this means incorporating brands into our foodservice delivery. We have a number of our own unique brands and have access to well known franchised brands.

8. Foodservice Brands Franchised brands include: Compass Group brands include:

9. Lesson 2 An Introduction to Eurest Pacific

10. Welcome to Eurest Pacific Congratulations on joining Eurest ….. At Eurest, our focus is clear; to create delicious, wholesome food and look after our customers. These are the simple values underpinning every aspect of our business. Eurest first entered the Pacific market in 1997. Early success and strong growth through acquisition have placed us in a position of clear leadership. We are now embracing a unique opportunity to develop and nurture a remarkable Foodservice Company. Our two essential ingredients are an abiding passion for food and talented, dedicated people who understand the value of exceptional service. I trust that you will enjoy playing an important and unique part in the realisation of our goals. Welcome to Eurest. Didier CouttePresident - Asia Pacific

11. Eurest Pacific : An Overview Eurest is the region’s largest dedicated foodservice company. Our annual sales total around $550 million Australian dollars We operate in over 600 sites throughout Australia Our team of over 8,000 employees work to deliver exceptional service to customers and clients

12. Eurest’s History in the Pacific Did you know that companies now part of Eurest have been around for over 40 years?….. Although Eurest have only operated in the pacific since 1997, the companies that were acquired by Eurest have a long and proud history of service to Australian and New Zealand industry. Companies such as Poon Brothers, SHRM, Fisher Catering and P&O Catering & Services are all part of Eurest’s heritage in this region. Many employees that have been with the company for over 20 years are now helping Eurest to set a new standard of hospitality for clients and customers.

13. What is Market Segmentation? What do a miner in the outback of Western Australia and a Support at the Sydney Football Stadium have in common….. The answer is catering provided by Eurest. Because we provide catering in such diverse settings, we have segmented our market and provide a specific solution for each market segment

14. What are Eurest’s Market Segments? Remote & Defence Business & Industry Health Care Education Leisure & Retail

15. Eurest’s Foodservice Brands Brands help us stand out from the crowd….. Eurest have introduced some of our own unique brands into the Pacific market. Brands such as Ritazza and Upper Crust have proven to be a hit with our customers

16. Lesson 3 Our Customers and Clients

17. Introduction When was the last time you received excellent customer service? ….. Think for a minutes. How did it make you feel? This is the feeling we would like every Eurest customer to experience. You’re in the drivers seat. Every time you serve a customer you have the opportunity and the obligation to provide excellent service. Customer satisfaction has been the driving force for Eurest’s success. Let’s take a some time to understand who our customers and clients are and the basics of providing them with excellent customer service . Insert Picture

18. Who Are Our Clients? Eurest is contracted by some of Australia’s largest and most well know Organisation….. Organisations as diverse as Rio Tinto, David Jones, Taronga Zoo, and the Australian Defence Force all depend on Eurest to provide catering and other services for their people. We pride ourselves on delivering exceptional service to clients. The systems and procedures which underpin our operations are world class and ensure that no matter how large or small the contract, Eurest will go beyond expectations. Insert Logos of Clients

19. Satisfying Our Customers Our job is about satisfying customers….. This is the major focus of our business. Ensuring excellent customer service means: 1. Having the right attitude when dealing with the customer. 2. Accepting that service is only excellent if the customer see it that way. 3. Making sure you know exactly what the customer wants. 4. Looking at each customer and saying to yourself “You make my job possible”.

20. What is Excellent Customer Service? Our promise to the customer is “Service, Quality& Satisfaction” Everyone in contact with the customer has the opportunity and obligation to deliver on this promise. The following practices and guidelines are to be used by everyone involved in serving our customers. insert Picture

21. What is Excellent Customer Service? • Customer first – Serving our customers is our first priority. If a customer is waiting for service, stop what you are doing (as soon as it is safe to do so) and serve them. • Greeting and courtesy – Greet customers in a polite and friendly manner. All communication with customers are conducted in a way which promotes goodwill, trust and satisfaction. • Non-verbal signs – Two simple things you can do to give a positive impression are to make eye contact and smile. • Assist to decide – If a customer seems unsure, try to sense what they want. One way of doing this is to ask questions and make suggestions. Keep in mind though that while you should be making recommendations where appropriate, be careful not to be too pushy. Always allow the customer to make the final decision.

22. What is Excellent Customer Service? • Pay attention – Do not engage in other conversations or activities whilst serving your customer; give your full attention to serving them. • Maintain professional distance – Be polite, friendly and courteous with your customer, but avoid engaging in lengthy or personal conversations. Dealing promptly with your customer means your next customer will not be kept waiting unnecessarily. • Put yourself in their position and ensure their needs are met – Always serve the customer as you would like to be served. Using your judgement of how you would feel if you were the customer if often a good way of assessing if the quality of the service is as it should be. All reasonable customer needs and requests should be met. • Be an ambassador of goodwill – Finally, always remember that the job you are doing is of prime importance to our company image. If your service is good, then this will reflect positively on Eurest and a whole. As an ambassador of goodwill you are doing a most important job. Please always consider your work this way.

23. Dealing with Customer Complaints Customer complaints - Your biggest customer service challenge…… You will require all of your customer service skills and professionalism when it comes to dealing with an unhappy customer. Your ability to empathise with the customer and fix the problem will help convert an unhappy customer into a loyal customer. Here are some tips to help you effectively deal with customer complaints: Insert Picture

24. Dealing with Customer Complaints • Listen – handle complaints promptly, sensitively, courteously and discreetly. • Acknowledge – Establish the nature of the complaint and get the details. • Respond – Advise the customer of the course of action you are going to take and check that it is acceptable to the customer. Offer a refund or exchange if appropriate.

25. Dealing with Customer Complaints • Take action – If you can resolve the complaint to the satisfaction of the customer, do so. • Report - If the customer complaint cannot be dealt with or resolved by you, refer it to your supervisor or manager. • Follow up - Make sure that the complaint has been adequately dealt with. Any necessary documentation should be completed accurately and legibly.

26. Conclusion Congratulations, you’ve just completed the first stage of your induction…… So now you know a little bit about Compass Group and Eurest. You have also learnt about Eurest’s brands, clients and customers. Please take some time now to read your New Employee Handbook. You will need to sign the back page, remove it from the handbook and give it to the person that is handling your recruitment sign-up. Once you have done this, you can move on to the Business Sector induction which will provide you with information on the business you have joined.