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?
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2Focus on the Customer
- Rate Your Customer Service
3An-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.
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4Major 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.
5Lesson 5 Starting Line
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6Lesson 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.
7Assessment 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.
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9Why 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.
10Six 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
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11Customer 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.
12Types 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
13Assessing 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
14Assessing 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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22Lesson 5 Finish Line
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23- 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
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24- Where weve been today...
- Where were going next...
- While were apart...
- See you next time!
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