1. Meet Eric! How would you describe Eric? Elementary, middle, or high school? What about his lifestyle and personality? Outgoing, shy, athletic, social, happy? How would you interact with Eric when he comes in the cafeteria? What does Eric need when he comes for school meals? What does Eric expect of the SNP? What are Eric's greatest needs and wants? Meet Eric! How would you describe Eric? Elementary, middle, or high school? What about his lifestyle and personality? Outgoing, shy, athletic, social, happy? How would you interact with Eric when he comes in the cafeteria? What does Eric need when he comes for school meals? What does Eric expect of the SNP? What are Eric's greatest needs and wants? 1

2. Focus on the Customer Achieve Customer Satisfaction

3. What do you like best about the cafeteria in your school? “Our cafeteria is totally cool. They have neon lights and the tables are round. I like it better than my elementary school because you can talk all you want. My friends and I always sit at the same table.” What do you like least about the cafeteria in your school? “Sometimes they don’t give you very much food…like they only give about seven french fries! I bring my lunch from home sometimes and buy chocolate milk.” Eric: Eric is a sixth grade student who has just started attending the middle school in his school district. He likes to be the class clown and doesn’t like activities that require sitting still. He is an only child; however, he has several cousins who attend the same school. He likes his teacher and does well in his studies if given extra encouragement. 3

4. 4 Major Points from Lesson 5 Rate Your Customer Service Assessment involves gathering information to be used for improving customer service. Customers rate the school nutrition experience every time they enter the dining room. Customer satisfaction is assessed daily by observing, asking, and listening to students. An assessment plan for customer satisfaction ensures regular checkups through comment cards, interviews, and surveys. Regardless of the type of assessment used, questions should be age appropriate and designed to achieve a specific objective.

5. Lesson 6 Starting Line 5

6. 6 Achieve An action word (verb) that describes the goal of delivering world-class service that fulfills expectations, needs, and wants.

7. 7 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.

8. 8 Putting Lessons Into Practice Lesson 2: Know the Customer Lesson 3: Customer Service is the Key Lesson 4: Responsibility for Customer Service Lesson 5: Rate your Customer Service Lesson 6: Achieve Customer Satisfaction

9. Require Planning Good Results… 9

10. 10 Lesson 6 Objectives Write and explain the mission statement for your school. Explain why planning customer service is a function of management. Identify strategies for achieving customer satisfaction by addressing demographic differences that affect eating behaviors. List six strategies that address the customers’ developmental characteristics and enhance acceptance of school meals.

11. 11 The Mission Statement Answers four questions 1.What is the purpose of your SNP? 2.Who are your primary customers? 3.How do you meet the purposes and provide the service? 4.Why does the SNP exist within the school setting?

12. 12 Mission Statement Examples Example 1: The mission of the SNP at Friendly Village School is to serve healthy and appealing meals that enhance the learning of healthy and happy customers. Example 2: Our aim is to serve our customers nutritious, tasty, and appealing meals in a customer-friendly environment that supports the school’s health and education goals. Example 3: Nutritious and appealing meals served to healthy and happy customers by a friendly and courteous SNT give our customers a head start in the classroom.

13. 13

14. Example Mission Statement Answers the Four Questions 14

15. 15 A Mission Statement is Simply stated, Easy to remember, Easy to say, Full of meaning for everyone who sees it, and Visible to everyone—posted in kitchen, dining area, in print materials such as menus, and on the Web page.

16. 16 The Mission Statement Reflects the importance of the SNT in the health and education of customers. Keeps the SNT focused on the customer. Is used to market the SNP to customers and parents. Lets customers know their wants and needs drive the program. Is used to solve problems and make decisions. Is posted in a prominent place for customers to see.

17. 17 Customer Service A management function Steps in managing customer service –planning and visioning –training –evaluation A systems approach –builds the spirit of service into all aspects of the SNP—from purchasing to clean-up

18. 18 Managing Customer Service—A Systems Approach Inputs: what goes in –Food products, supplies, personnel and skills, money, time, equipment, utilities, space, facilities, and information Operations: the work performed that turns the inputs into products and services –Menu planning, purchasing, storage, preparation, service, dishwashing, sanitation and safety controls, marketing, and nutrition education Outputs: the finished products—food and service –Healthy and appealing meals, customer-friendly and healthy school nutrition environment, nutrition education, marketing, and financial and nutritional accountability

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20. 20 Developmental Characteristics, Needs, and Wants Ages and stages of development Psychological Emotional Mental Social Physical

21. 21 Questions to Ponder What strategies are you already using to meet the diverse needs and wants of your customers? –Which are the most effective? –What strategies could be added or modified?

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23. Lesson 6 Finish Line 23

24. 24 A middle school student entering a new school needs To feel secure and accepted. The new school experience is often met with a mix of excitement and fear. To be asked about his needs and wants. Why does he choose to bring lunch? To have fun and be playful. A middle school student entering a new school needs To feel secure and accepted. The new school experience is often met with a mix of excitement and fear. To be asked about his needs and wants. Why does he choose to bring lunch? To have fun and be playful.

25. Where we’ve been today... Where we’re going next... While we’re apart... See you next time! 25

26. 26 This training was conducted by the National Food Service Management Institute The University of Mississippi www.nfsmi.org 800-321-3054

27. 27 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