Creating World Class Customer Service

Review the purpose of the Child Nutrition Program in schools Explore the characteristics, needs and wants of your primary customer Identify key factors in delivering “World Class” customer service Develop a personal plan to increase customer satisfaction and create loyal fans

Customer Satisfaction = Loyal Customers

Why should we care?

Involves everything related to the School Nutrition Program 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

By 2030 there will be 87.8 million kid consumers (up to 17 years old) Average American child watches between 25,000 and 40,000 TV commercials per year Advertising to kids: - $17 billion a year - $4+ billion in fast food

Teens spend $160 billion a year Children (up to age 11) spend $18 billion and influence parental purchases of almost a half a billion Tweens (8-12 years) heavily influence $30+ billion spent by parents

Retail food sales for kids (3-11 years) = $75+ billion accorded to Packaged Facts 4 out of 5 households prepare a “home cooked” meal 3+ nights per week 96% eat ethnic foods on regular basis

Two thirds of the American Culinary Federation named gourmet kid’s cuisine as HOT culinary trend in 2009 Young adults (25-34) are experimental diners and have highest interest in trying gourmet, specialty and ethnic foods…and sharing with their kids

Who are the primary customers? What influences the needs and wants of the school nutrition customers? What factors or groups influence customers’ eating habits?

Ages and stages of development Psychological Emotional Mental Social Physical

Food, atmosphere, staff, and service line to look just like the food they purchase in a restaurant Quick service, value for their money To be greeted by a pleasant server Food that looks attractive, fresh and tempting

What Students Say What Students Hear

#6 “Next” #5 “What do you want?” #4 “Come on and get moving.” #3 “Stop talking” #2 “Enter your Pin, Try Again. Just tell me your name and I will do it!” #1 nothing!!

“Hi, how can I help you today?” “Great to see you today, hope you enjoy your meal.” “Great choice, that’s one of my favorites.”

Empowered Friendly Quick Efficient Eager to please and caring Optimistic Good listener Poised Self-Managed Knowledgeable Competent Understand customers Attentive Speak clearly Honest and fair Problem solvers

School Nutrition Environment - Sights - Smells - Sounds

Moving and highlighting fruit increased sales of fruit by up to 102% Naming veggies and displaying the new names increased selection of vegetables from between 40% - 70% Placing white milk first in coolers has resulted in an increase of up to 46% in white milk sales

The first highlighted entrée on the lunch line has an 11% advantage over the second option The number of students consuming “healthy items” increased by 35% after the introduction of a “healthy choices only” convenience

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Food Must... Look Good Smell Good Taste Good

Monell reports that children have taste buds inside their cheeks and palate in addition to on their tongues Children rank texture above taste

Cornell & London Metropolitan University study: -Kids prefer entrees in LOWER segment of plate (adults prefer center) -Kids prefer plates with 6-7 colors of foods (adults prefer 3) -Kids prefer “figurative designs”

Color Shape Simplicity Texture Variety

Grilled Chicken Strips Mild Mozzarella Cheese Crisp Mixed Greens Hearty Red Kidney Beans Creamy Dressing Crunchy Baby Carrots Tender Corn Ripe Green Tip Banana Crusty Whole Wheat Roll Cold Chocolate Milk

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49 EVALUATION FACTORS AppearanceHow the food should look Texture or Consistency How the food should feel in the mouth and how it cuts FlavorHow the food tastes Service Temperature The ideal temperature for serving the food

Standardized recipes Production equipment Production schedules Sanitation practices Food production handling techniques

Quality and Preparation Techniques

Observe Ask Listen

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

To know what our customers think of our service. To gain ideas and suggestions for improvement. To identify problems and solutions for solving problems.

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 school nutrition environment influences their decision to eat or not to eat Customer feedback provides a basis for building a customer-focused program

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Require Planning Good Results…

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

Healthy and Customer-Friendly School Nutrition EnvironmentCustomer-Focused

In accordance with Federal Law and U.S. Department of Agriculture policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age, or disability. To file a complaint of discrimination, write USDA, Director, Office of Adjudication, 1400 Independence Avenue, SW, Washington, D.C or call toll free (866) (Voice). Individuals who are hearing impaired or have speech disabilities may contact USDA through the Federal Relay Service at (800) ; or (800) (Spanish). USDA is an equal opportunity provider and employer. Our services are provided through the Texas Department of Agriculture’s Food and Nutrition programs funded by the U.S. Department of Agriculture, Food & Nutrition Service.