Meet Jennifer!

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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?
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Focus on the Customer

• Customer Service is the Key

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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.
Jennifer

• 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 wont 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.

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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 factorsand 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.

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Lesson 3 Starting Line
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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)

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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?

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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.
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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.

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Basic BeliefsBasis for Core Customer Service
Principles

• Value People, SNT, and Students, as individuals
  and customerstheir 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

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The Mission Statement
Directions to a customer-focused program
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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

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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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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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Lesson 3 Finish Line
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• Healthy Meals
• Convenience
• Flexibility

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• Where weve been today...
• Where were going next...
• While were apart...
• See you next time!

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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