They believe in their people, they understand the power of customer service, and they are committed to giving employees the skills they need to be effective in taking care of the customer. Rainbow Foods is a model of customer service and is working hard to be the best. Thole had worked with Rainbow Foods President Tom Farello several years ago, when Farello was president of the Fleming Company s Hyde Park Markets, to develop a training program for that group. When Farello was named president of Rainbow Foods, he again turned to Thole to develop a customer service training program for his employees. The company kicked off its Customer Care program at the annual director s meeting in January, and training began in February.
Consumers rate it as one of the top five reasons they shop a particular supermarket.
The goal with Customer Care is to raise Rainbow Foods customer service to the top of the marketplace. It s a lofty goal, but one I am convinced Rainbow Foods can accomplish, because it is committed, from the president on down, to making superior customer service a priority. Customer Care focuses on dignity and respect, says Liska. When employees treat customers, and each other, with dignity and respect, they create an atmosphere in which superior customer service can thrive. The company s Customer Care training program also addresses quality, caring communication, image, customer needs, satisfying customers, and handling complaints, along with other aspects of customer service.