Jaime

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• 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?

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Focus on the Customer

• Rate Your Customer Service

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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.

• 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.

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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.

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Lesson 5 Starting Line
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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.

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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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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.

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Six Honest Serving-Men
I keep six honest serving-men. They taught me all
I knew. Their names are

• What and
• Why and
• When and
• How and
• Where
• and
• Who

--Rudyard Kipling
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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.

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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

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Assessing Customer SatisfactionOALObserving,
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

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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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Lesson 5 Finish Line
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• 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

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

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