Meet Alex! How would you describe Alex? As a tween, adolescent, or child? What about his lifestyle? Athletic, macho, scholarly, social? How do you think Alex feels about the school nutrition program? What does Alex expect of the SNP? What are Alex’s greatest needs and wants? 1 1
Focus on the Customer Responsibility for Customer Service 2
Alex: Alex is a student in the eighth grade at the district middle school. He is in the accelerated learners program and especially enjoys science and math classes. He has four siblings and he is the oldest child in the family. He likes to associate with a small group of friends that he has known since elementary school. What do you like best about the cafeteria in your school? “I buy a pizza everyday from the special snack bar that they set up in the gym. Then I meet my friends outside on the bleachers at the track field to eat. ” What do you like least about the cafeteria in your school? “I don’t go in there because it looks like a dungeon! Only the poor kids eat there. ” 33
Major Points from Lesson 3 Customer Service is the Key • • The SNP offers students two products service and food. Service has an impact on the customer’s decision to eat or not to eat. The customer satisfaction score is based on customer service strategies that satisfy customers’ needs. A customer service strategy involves gathering information to identify wants and needs, core customer service principles to guide action, and a mission statement to provide direction. Customer service is the key to customer satisfaction. 4
Lesson 4 Starting Line 5
What is responsibility? • Responsibility is the state of being responsible, accountable, or answerable. – Being responsible implies dependability and trustworthiness. • The SNT is responsible for – meeting the customers’ school-day nutrition needs and wants. – providing a healthy and customerfriendly SNE. 6
Lesson 4 Objectives • • Describe the relationship between a healthy and customer-friendly school nutrition environment (SNE) and customer service. Identify the four characteristics and six components of a healthy SNE. Identify members of the customer service team (CST) and their responsibilities for achieving a healthy and customer-friendly SNE. Discuss three reasons for sharing responsibility for managing customer service with the CST. 7
It takes a village to raise a child. . but who is going to shape the village? 8
Shaping the village –a shared responsibility. • Home, School, Church, Community • The School Nutrition Team 9
Customer-Focused 10 Healthy and Customer-Friendly School Nutrition Environment 10
Healthy and Customer-Friendly School Nutrition Environment Provides the customer with 1. Clear and consistent messages on healthy eating and physical activity throughout the school. 2. Opportunities to make healthy eating and physical activity choices throughout school. 3. Opportunities to practice healthy eating in the cafeteria by choosing from a wide variety of healthful foods served in the correct portion size. 4. Opportunities to eat in a relaxed and comfortable dining area and to enjoy physical activities every day. 11
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The School Nutrition Team – – – – SN Director Manager Food Service Assistants Cashier Principal Teachers Custodians Parents 14 14
Shared Responsibility School Nutrition Team: SN Director, Manager, Food Service Assistants, Cashier, Principal, Teachers, Custodians, Parents Customer Service Team: School Nutrition Team plus Superintendent, School Board, Purchasing Director, Finance Director, Facilities Team, Maintenance Staff, Physical Education Director, Nurse 15 15
Shared responsibility • Creates a partnership and team approach to managing customer service. • Promotes buy-in and joint ownership of SNP. • Helps ensure products that meet SNP goals. • Supports positive and consistent nutrition messages from all stakeholders to students. • Helps market the program to stakeholders. 16
Attributes of World-Class Customer Service Associates Empowered • Friendly • Quick • Efficient • Eager to please and Caring • Optimistic • Good listener • Poised Self-Managed • Knowledgeable • Competent • Understand customers • Attentive • Speak clearly • Honest and Fair • Problem solvers 17
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Lesson 4 Finish Line 19
• “Cool” environment • Social surroundings • Understanding the SNP 20 20
• Where we’ve been today. . . • Where we’re going next. . . • While we’re apart. . . • See you next time! 21
This training was conducted by the National Food Service Management Institute The University of Mississippi www. nfsmi. org 800 -321 -3054 22
National Food Service Management Institute The University of Mississippi • Mission: To provide information and services that promote the continuous improvement of child nutrition programs • Vision: To be the leader in providing education, research, and resources to promote excellence in child nutrition programs 23
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