1. Meet An-Mei! Assignment: Jot down some words that might describe An- Mei. You may discuss your thoughts with other class members. Answer the following questions for a starting point: Is she in day care, kindergarten, or elementary school? What about her personality? Outgoing, shy, fearful, happy? How would you interact with her in the cafeteria? What does An-Mei need when she comes for school meals? Meet An-Mei! Assignment: Jot down some words that might describe An- Mei. You may discuss your thoughts with other class members. Answer the following questions for a starting point: Is she in day care, kindergarten, or elementary school? What about her personality? Outgoing, shy, fearful, happy? How would you interact with her in the cafeteria? What does An-Mei need when she comes for school meals? 1

2. Focus on the Customer Rate Your Customer Service

3. What do you like best about the cafeteria in your school? “I like to eat lunch with my mommy. Sometimes we sit with my friend Amanda. I like the chicken nuggets.” What do you like least about the cafeteria in your school? “I like everything.” An-Mei: An-Mei is a prekindergarten student in the preschool learning center. She attends school in the morning and her mother often joins her for lunch when she picks her up after school. An-Mei is very quiet and shy. This is the first experience she has had in a school environment; however, she enjoys coming to school and has made several friends in her class. 3

4. 4 Major Points from Lesson 4 Responsibility for Customer Service A healthy and customer-friendly school nutrition environment (SNE) is essential to customer satisfaction. Children learn valuable lessons in the SNE that affect their emotional and physical development. It takes the school village to shape the SNE. The customer service team includes everyone with responsibility for influencing eating habits of customers. Customer service is a shared responsibility.

5. Lesson 5 Starting Line 5

6. 6 Lesson 5 Objectives Explain the purpose for and importance of assessing the effectiveness of customer service. List specific factors to measure in order to assess customer service and customer satisfaction. Identify tools and strategies to use in assessing the effectiveness of customer service.

7. 7 Assessment Tool A guideline for the customer to use in rating customer service. Describes what customer service is like at various levels (superior, excellent, good, fair, poor). Lists various factors, such as quality of food, taste, variety, choices, friendliness of staff, speed of service, and dining environment.

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9. 9 Why ask customers their opinions? 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 SNE influences their decision to eat or not to eat. Customer feedback provides a basis for building a customer-focused program.

10. What and Why and When and How and Where and Who Six Honest Serving-Men I keep six honest serving- men. They taught me all I knew. Their names are: --Rudyard Kipling 10

11. 11 Customer Service Involves everything related to the SNP 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.

12. 12 Types of Assessments Formal: Surveys Focus groups Guided discussions Interviews Informal: MBWA Menu item testing Food item testing Recipe testing Comment cards Quality score cards Temperature checks

13. 13 Assessing Customer Satisfaction–OAL Observing, Asking, Listening Did the customer select a reimbursable meal? If not, did you ask why not? OAL Did the customer select all items on the reimbursable meal menu, including milk? If not, did you ask why not? OAL 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

14. 14 Assessing the Environment Internal: Assessments of activities and practices inside the school nutrition environment that influence customers’ eating habits Examples: Comment cards, recipe testing, customer service surveys External: Assessments of activities and practices outside the school environment that influence customers’ eating habits. Examples: New ethnic food outlet in community, shift in the economy, food service trends

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22. Lesson 5 Finish Line 22

23. An-Mei needs To feel secure and loved An environment that is warm and caring To be with her family and friends Healthy food for growth and development An-Mei needs To feel secure and loved An environment that is warm and caring To be with her family and friends Healthy food for growth and development 23

24. Where we’ve been today... Where we’re going next... While we’re apart... See you next time! 24