1. Customer Service
Starts with YOU
Adapted from ICN materials:
ORIENTATION TO SCHOOL NUTRITION MANAGEMENT Customer Service,
Merchandising and Food Presentation
and Focus on the Customer Building a Customer-Focused School Nutrition Program
2.
3. Tanya Dube, SNS
Director of Child Nutrition, Bristol Bay Borough SD, Naknek, AK
Over 20 years of experience in
food service, 14 in
management
6 years in child nutrition
BBBSD – 120 students PK – 12
and 15 elders
CEP (54% F&R)
Participation:
Lunch 86%
Breakfast 59%
Photo credit: Clark James Mishler
4. EVERY child who comes through the door of the school –
large or small, strong or weak, happy or unhappy, sick or
well, regardless of age, sex, race, or culture – is a potential
customer of the school nutrition program.
The goal is to serve ALL children
Who is the Customer?
Photo credit: USDA
5. Involves what you do, the way
you do it, and all the people that
are touched by your action. It is
the total experience in the school
nutrition program.
Customer Service
6. Starting in reverse order:
6. “Next…”
5. “What do you want?”
4. “Come on and get moving!”
3. “Stop talking!”
2. “Enter your PIN, TRY AGAIN. Just tell
me your name and I will do it!”
1. The most common thing said to our
customers: Nothing!!
Six Top Statements Made by Staff to
Children in The Serving Line
7. “Hi, may I help you?”
“Great to see you today;
hope you enjoy your meal.”
“Would you like to try today’s
special?
Don’t you look nice today?”
Things Customers Hear at a Restaurant
8. What do students want?
Healthy meals – that TASTE good
A serving line filled with attractive offerings that smell
good and are at the appropriate temperature
Friendly and caring staff that treat them with respect
and love
A schedule that allows enough time to eat
A CLEAN and safe dining area that provides adequate
seating
9.
10. Customer Satisfaction
Results from the total customer experience
in the school nutrition program including
the food received
the environment, and
the interaction with the SNT.
The service may have a greater impact on
satisfaction than the food.
12. Menu Planning
Color – we eat with our eyes
Texture
Contrast –e.g. crispy fish on a soft tortilla
Shape
Variety
Asian, Mexican, Italian, breakfast for lunch,
soup and sandwich…
Presentation
26. Customer feedback lets you know how
they rate the products and services.
Customers evaluate quality in terms of
their own experiences and perceptions.
Perceptions are reality to the customers
and influence how often they choose
school meals.
Evaluate Customer Service
27. Customers make their decisions every day
about whether to eat or not...what they
will choose from the variety offered and
whether or not they will eat the food they
select.
The customers’ opinion about the SNP
influences their decision to eat or not to
eat.
Customer feedback provides a basis for
building a customer-focused program.
28. • To know what our customers think of our service
• To gain ideas and suggestions for improvement
• To identify problems and solutions for solving
problems
Why Do We Evaluate Customer Service?
29. Ask your customer and listen to answers.
Keep asking your customer for feedback.
Observe customer behavior and choices.
Survey customers using age appropriate methods.
Talk to customers.
How Do We Evaluate Customer Service?
31. Customer Communication:
OAL - Observing, Asking, Listening
Did the customer select a reimbursable meal? If not, did
you ask why not? OAL
Did the customer select all items on the reimbursable
meal menu, including milk? If not, did you ask why not?
OAL
Did the customer consume the food selected? If not, did
you ask why not? OAL
Did the customers appear to have a positive attitude
toward the food as they came through the line? If not, did
you ask why not? OAL
32.
33.
34. Customer Creed
The customer is our reason for being here.
It takes months to find a customer; seconds to
lose one.
Always be courteous and polite during each
customer contact.
Always do more than is expected when you handle
a customer’s problem.
Continually look for ways to improve quality and
add value to school meals.
Adapted from: http://bestclassservice.blogspot.com
What do you expect of a salesperson when you are the customer?
What should children expect of school nutrition personnel when they are customers of the cafeteria?
Student Needs
To feel secure and loved
An environment that is warm and caring
To be with her family and friends
Healthy food for growth and development
Coconut Thai Curry Alaska Pollock w/Brown Rice- GAPP
USDA – Sesame Asian Noodle Chicken Salad, Chic’ Penne, Baked Sweet Potatoes and Apples, Beef Stir Fry, Pizza Green Beans
Smarter Lunch Rooms—mission to find:� Low cost/No-Cost Solutions� Lunchroom Environment Focus� Promotion of healthful eating behaviors� Sustainability
The Smarter Lunchrooms Movement was started in 2009 with the goal of creating sustainable, research-based lunchrooms that guide smarter choices. It is a grassroots movement of those concerned with the way children eat and wish to change these behaviors through the application of evidence-based, lunchroom focused principles that promote healthful eating.
In October 2010, a partnership between Dr. Brian Wansink and Dr. David Just produced the Cornell Center for Behavioral Economics in Child Nutrition Programs (the B.E.N. Center) as an experimental think tank devoted to child health, school environments, and the behavioral sciences (psychology, behavioral economics, and business).
SAY: Remember local policy will affect any evaluation conducted on school premises. You may need to get permission to do a written survey.
Both formal and informal evaluations are useful. Examples of formal evaluations are surveys, focus groups, interviews, and guided discussions. Informal evaluations include taste tests, customer feedback cards, quality scorecards, and temperature checks.
Instructor’s Note: Refer to the workbook Sample Taste Test Form.
Do: (Workbook Activity) Sample Taste Test Form
SAY: The Sample Taste Test Form is one example of a form you can use to conduct taste tests with young children.
With this form, children can simply mark the sad or the happy face to signify their dislike or like of the food they are sampling.
This form will work well with kindergarten or first grade children.
You may have surveys and other taste test forms that you have used at your school.