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?
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Focus on the Customer
Achieve Customer
Satisfaction
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.
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.”
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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
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designed to achieve a specific objective.
Lesson 6
Starting Line
5
Achieve
An action word (verb) that
describes the goal of delivering
world-class service that fulfills
expectations, needs, and wants.
6
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.
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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
8
Good Results…
Require Planning
9
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.
10
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?
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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.
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13
Example Mission Statement
Answers the Four Questions
14
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.
15
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.
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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
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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
18
19
Developmental Characteristics,
Needs, and Wants
Ages and stages of development
•
•
•
•
•
Psychological
Emotional
Mental
Social
Physical
20
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?
21
22
Lesson 6
Finish Line
23
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.
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• Where we’ve
been today...
• Where we’re
going next...
• While we’re
apart...
• See you next
time!
25
This training was conducted by the
National Food Service Management Institute
The University of Mississippi
www.nfsmi.org
800-321-3054
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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
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