Transcript Document

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?
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Focus on the Customer
Plan a Customer-Focused
Program
In the end is our beginning
…of a new journey to build a
customer-focused school nutrition
program.
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Kesia:
Kesia is a bright and bubbly 3rd 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.
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.”
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Major Points from Lesson 6
Achieve Customer Satisfaction
1.
A mission statement
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•
2.
Customers differ
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•
3.
Gives direction for day-to-day operation.
Helps market the SNP to students and
parents.
Demographically–gender, culture, health.
Developmentally and socially–age and
grade.
Customer service strategies should be
based on customers' expectations that
reflect these differences.
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Importance of a Plan
The secret of success lies in
careful planning based on a solid
understanding of what you want to
achieve.
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Lesson 7 Objectives
• Describe the essential components
of a customer-focused school
nutrition program (SNP).
• Describe a vision for a customerfocused SNP.
• Develop a plan for achieving a
customer-focused SNP.
• Successfully complete the course
posttest, Course Finish Line.
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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
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“Where there is no vision the
people perish.”
...Biblical proverb
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.
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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
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A journey of a thousand miles…..
…begins with the first step.
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“Unless
you change directions,
you are likely to arrive at where
you are headed.”
...Chinese proverb
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.
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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.
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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.
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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.
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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 customerfocused program.
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BLT Course
Finish Line
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Kesia is a third grade
student who loves
everything and
everybody. She needs
• 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.
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BYE!
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This training was conducted by the
National Food Service Management Institute
The University of Mississippi
www.nfsmi.org
800-321-3054
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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
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