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? 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? 1

Focus on the Customer Plan a Customer-Focused Program

3 In the end is our beginning …of a new journey to build a customer-focused school nutrition program.

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 don’t like it when the red light comes on and no one is allowed to talk.” Kesia: Kesia is a bright and bubbly 3 rd grader from a family with 5 children. She is the youngest child in her family. Kesia likes to be the teacher’s 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. 4

5 Major Points from Lesson 6 Achieve Customer Satisfaction 1.A mission statement Gives direction for day-to-day operation. Helps market the SNP to students and parents. 2.Customers differ Demographically–gender, culture, health. Developmentally and socially–age and grade. 3.Customer service strategies should be based on customers' expectations that reflect these differences.

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

7 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.

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 Lesson 7: Plan a Customer-Focused Program

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

10 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

A journey of a thousand miles….. …begins with the first step. 11

12 Why develop a plan? A plan Provides directions that are customer-focused. Gives the SNT a basis for making decisions. Keeps the SNT focused on the customer. “ Unless you change directions, you are likely to arrive at where you are headed.”...Chinese proverb

13 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.

14 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.

15 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.

16 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.

16 17

BLT Course Finish Line 18

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. 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. Kesia is a third grade student who loves everything and everybody. She needs 19

20

BYE! 21

22 This training was conducted by the National Food Service Management Institute The University of Mississippi

23 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