1. 1 Focus on the Customer Building a Customer-Focused School Nutrition Program

2. 2 Customer Service A combination of product, price, presentation, support, information, and delivery that has value to the customer.

3. 3 Lesson 1: Course Overview The child is the primary customer. All members of the school nutrition team (SNT) are involved. How to build a customer-focused program. Customer service is the key.

4. 4 4

5. 5 Questions What do you expect of a salesperson when you are the customer? What should children expect of school nutrition personnel when they are customers of the cafeteria?

6. BLT 2003 Starting Line 6

7. 7 Major Focus Areas The child is the primary customer of the school nutrition program. Customer service is the key to customer satisfaction and effective programs. How to build a customer-focused school nutrition program.

8. 8 Lesson Topics 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

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10. Where we’ve been today... Where we’re going next... While we’re apart... See you next time! 10

11. 11 This training was conducted by the National Food Service Management Institute The University of Mississippi www.nfsmi.org 800-321-3054

12. 12 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