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Jaime

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Title: Jaime Author: Josephine Martin Last modified by: Betty Campbell Created Date: 1/10/2003 1:30:26 AM Document presentation format: On-screen Show – PowerPoint PPT presentation

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Title: Jaime


1
  • Meet An-Mei!
  • Assignment Jot down some words that might
    describe An-Mei. You may discuss your thoughts
    with other class members. Answer the following
    questions for a starting point
  • Is she in day care, kindergarten, or elementary
    school?
  • What about her personality? Outgoing, shy,
    fearful, happy?
  • How would you interact with her in the cafeteria?
  • What does An-Mei need when she comes for school
    meals?

1
2
Focus on the Customer
  • Rate Your Customer Service

3
An-Mei
An-Mei is a prekindergarten student in the
preschool learning center. She attends school in
the morning and her mother often joins her for
lunch when she picks her up after school. An-Mei
is very quiet and shy. This is the first
experience she has had in a school environment
however, she enjoys coming to school and has made
several friends in her class.
  • What do you like best about the cafeteria in your
    school?
  • I like to eat lunch with my mommy. Sometimes we
    sit with my friend Amanda. I like the chicken
    nuggets.
  • What do you like least about the cafeteria in
    your school?
  • I like everything.

3
4
Major Points from Lesson 4 Responsibility for
Customer Service
  • A healthy and customer-friendly school nutrition
    environment (SNE) is essential to customer
    satisfaction.
  • Children learn valuable lessons in the SNE that
    affect their emotional and physical development.
  • It takes the school village to shape the SNE.
  • The customer service team includes everyone with
    responsibility for influencing eating habits of
    customers.
  • Customer service is a shared responsibility.

5
Lesson 5 Starting Line
5
6
Lesson 5 Objectives
  • Explain the purpose for and importance of
    assessing the effectiveness of customer service.
  • List specific factors to measure in order to
    assess customer service and customer
    satisfaction.
  • Identify tools and strategies to use in assessing
    the effectiveness of customer service.

7
Assessment Tool
  • A guideline for the customer to use in rating
    customer service.
  • Describes what customer service is like at
    various levels (superior, excellent, good, fair,
    poor).
  • Lists various factors, such as quality of food,
    taste, variety, choices, friendliness of staff,
    speed of service, and dining environment.

8
8
9
Why ask customers their opinions?
  • 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.
  • 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 SNE influences
    their decision to eat or not to eat.
  • Customer feedback provides a basis for building a
    customer-focused program.

10
Six Honest Serving-Men
I keep six honest serving-men. They taught me all
I knew. Their names are
  • What and
  • Why and
  • When and
  • How and
  • Where
  • and
  • Who

--Rudyard Kipling
10
11
Customer Service
  • Involves everything related to the SNP and
    everyone who influences the customer's eating
    practices.
  • Is a combination of product, price, support,
    information, and delivery that has value to the
    customer.

12
Types of Assessments
  • Formal
  • Surveys
  • Focus groups
  • Guided discussions
  • Interviews
  • Informal
  • MBWA
  • Menu item testing
  • Food item testing
  • Recipe testing
  • Comment cards
  • Quality score cards
  • Temperature checks

13
Assessing Customer SatisfactionOALObserving,
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

14
Assessing the Environment
  • Internal
  • Assessments of activities and practices inside
    the school nutrition environment that influence
    customers eating habits
  • Examples Comment cards, recipe testing, customer
    service surveys
  • External
  • Assessments of activities and practices outside
    the school environment that influence customers
    eating habits.
  • Examples New ethnic food outlet in community,
    shift in the economy, food service trends

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Lesson 5 Finish Line
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  • An-Mei 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

23
24
  • Where weve been today...
  • Where were going next...
  • While were apart...
  • See you next time!

24
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