Meet Kesia

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Meet Kesia! How would you describe Kesia?
Elementary school, kindergarten, or middle
school? Is she outgoing, shy, social, happy? How
would you interact with Kesia when she comes in
the cafeteria? What does Kesia need when she
comes for school meals? What does Kesia expect
of the SNP? What are Kesia's greatest needs and
wants?
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Focus on the Customer

• Plan a Customer-Focused Program

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In the end is our beginning
of a new journey to build a customer-focused
school nutrition program.
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Kesia
Kesia is a bright and bubbly 3rd grader from a
family with 5 children. She is the youngest child
in her family. Kesia likes to be the teachers
helper in her classroom and is often the class
line leader on the walk to the cafeteria. She has
several food allergies and the cafeteria helps to
provide a meal that her doctor has prescribed.

• What do you like best about the cafeteria in your
  school?
• I like to be at the front of the line. The food
  is good. My friends and I help to clean the
  tables.
• What do you like least about the cafeteria in
  your school?
• I dont like it when the red light comes on and
  no one is allowed to talk.

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Major Points from Lesson 6 Achieve Customer
Satisfaction

• A mission statement
• Gives direction for day-to-day operation.
• Helps market the SNP to students and parents.
• Customers differ
• Demographicallygender, culture, health.
• Developmentally and sociallyage and grade.
• Customer service strategies should be based on
  customers' expectations that reflect these
  differences.

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Importance of a Plan
The secret of success lies in careful planning
based on a solid understanding of what you want
to achieve.
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Lesson 7 Objectives

• Describe the essential components of a
  customer-focused school nutrition program (SNP).
• Describe a vision for a customer-focused SNP.
• Develop a plan for achieving a customer-focused
  SNP.
• Successfully complete the course posttest, Course
  Finish Line.

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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
• Lesson 7 Plan a Customer-Focused Program

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Vision
Where there is no vision the people perish.
...Biblical proverb

• Is a mental image that helps us see beyond what
  is, to what could be.
• Is a mental image about the future.
• Builds on the mission and describes how the
  program will look and be perceived.
• Helps redirect the SNP to become customer-focused.

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Importance of Vision

• Inspires the SNT to give their best efforts to
  meet customer needs and wants
• Gives meaning to the work of the SNT
• Establishes standards of excellence
• Keeps SNT customer-focused
• Links the present with the future

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A journey of a thousand miles..
begins with the first step.
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Why develop a plan? A plan
Unless you change directions, you are likely to
arrive at where you are headed. ...Chinese
proverb

• Provides directions that are customer-focused.
• Gives the SNT a basis for making decisions.
• Keeps the SNT focused on the customer.

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The Plan Framework

• A mission statement The foundation for a
  customer-focused program.
• A vision Challenges the creativity and
  imagination of the SNT to visualize how to
  achieve the mission with focus on the customer.
• Goals Describe outcomes desired in a
  customer-focused program and translate the vision
  into action items.

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Steps in Developing the Plan

• List strategies to assess customer service needs
  and customer expectations.
• Identify persons who share responsibility for
  customer service and strategies for getting them
  involved.
• Identify resources needed to implement the plan.

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Steps in Developing the Plan

• Describe strategies for providing a variety of
  quality foods and world-class customer service.
• Identify ways to involve customers in
• Menu planning,
• Selecting foods for the menu,
• Selecting food items to purchase and recipes to
  use, and
• Decorating and arranging the dining area.

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Steps in Developing the Plan

• Outline customer service training activities.
• Outline a marketing strategy for a
  customer-focused program.
• Develop a strategy for linking the cafeteria with
  the classroom.
• Identify a plan for evaluating progress toward a
  customer-focused program.

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BLT Course Finish Line
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Kesia is a third grade student who loves
everything and everybody. She needs

• To be recognized and nurtured.
• To be involved in SNP activities that support her
  desire to be a leader.
• To have her school nutrition needs identified and
  met by the SNP in partnership with her parents.
• To have a fun and happy place to eat.

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BYE!
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