1. Meet Jennifer! How would you describe Jennifer? Is she a Tween, Adolescent, or Child? What about her lifestyle? Athletic, artistic, scholarly, social, quiet, outgoing, etc.? What does she expect of the school nutrition program? What are her greatest needs and wants during the lunch period? What are her concerns for nutrition and health? Meet Jennifer! How would you describe Jennifer? Is she a Tween, Adolescent, or Child? What about her lifestyle? Athletic, artistic, scholarly, social, quiet, outgoing, etc.? What does she expect of the school nutrition program? What are her greatest needs and wants during the lunch period? What are her concerns for nutrition and health? 1

2. Focus on the Customer Customer Service is the Key

3. What do you like best about the cafeteria in your school? “The cafeteria at my school offers a grab and go lunch that I like to buy and eat on my way to junior-class choir practice at noon.” What do you like least about the cafeteria in your school? “The cafeteria is crowded and everyone has to wait a long time to get lunch. They won’t let me take several items for me and my friends, each person has to stand in line to get their own. I usually avoid eating there.” Jennifer: Jennifer is a student in the eleventh grade. She participates in several school clubs and organizations, in addition to working outside of school at a part-time job. She has attended school in her district since the first grade and has many friends among the other students. 3

4. 4 Major Points from Lesson 2 Know the Customer Knowing the customer is the key to meeting the SNP goal to reach all students with healthy and appealing meals. Customers differ in many ways...ethnic,cultural, age, gender, lifestyle, special health issues. The needs and wants of customers are influenced by internal and external factors– and change often. A customer-focused program considers needs and wants of students and ensures that SNP requirements are met. The SNT holds the key to a customer- focused SNP.

5. Lesson 3 Starting Line 5

6. 6 The Game Plan ( Customer Service Strategy) Identifying key factors essential for customer service (gathering information) Core Customer Service Principles (to guide decisions and actions) A mission statement (that tells the business we are in, identifies the primary customer, describes the service provided, and explains why the SNP exists)

7. 7 Focused Questions What are the key factors in achieving customer satisfaction? What are Core Customer Service Principles? How are Core Customer Service Principles used to develop and deliver world-class customer service? Why is a mission statement an essential part of a customer-focused school nutrition program? What members of the SNT should be involved in developing the mission statement?

8. 8 Customer Service Involves what you do, the way you do it, and all the people that are touched by your action. It is the total experience in the school nutrition program.

9. 9 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.

10. 10 Basic Beliefs Basis for Core Customer Service Principles Value People, SNT, and Students, as individuals and customers–their needs and ideas Value Quality, Service, Cleanliness, and Safety Strive to “Be the Best” Empower SNT to be self-managers/problem solvers “Walk the Talk” Pay attention to the “Little Things”

11. Directions to a customer- focused program The Mission Statement 11

12. 12 Purpose of the Mission Statement Internal Purposes –Helps SNT members see their roles as vital to helping customers develop healthy food habits –Inspires the SNT to be more productive and customer-focused –Provides direction for solving problems and decision making –Helps define performance standards

13. 13 Purpose of the Mission Statement External Purposes –Positions the SNP as an integral part of the education program –Gains support from stakeholders as they know what the SNP stands for –Creates opportunities for collaborative efforts with allied groups and organizations –Serves as a marketing strategy and public relations tool

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15. 15 A Mission Statement is Simply stated, Easy to remember, Easy to say, Full of meaning for everyone who sees it, and Visible to everyone who comes in the dining area.

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17. Lesson 3 Finish Line 17

18. Healthy Meals Convenience Flexibility Healthy Meals Convenience Flexibility 18

19. Where we’ve been today... Where we’re going next... While we’re apart... See you next time! 19

20. 20 This training was conducted by the National Food Service Management Institute The University of Mississippi www.nfsmi.org 800-321-3054

21. 21 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