© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Building a Customer Service Oriented Team
Presented by: Dan Lukasavitz and Anna Meza
Greeley/Evans SD 6- Colorado
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
AFFILIATION OR FINANCIAL DISCLOSURE
Dan Lukasavitz
• Supervisor- Greeley/ Evans SD 6 - Colorado
Anna Meza
• Kitchen Manager- Greeley/ Evans SD 6 - Colorado
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
PROFESSIONAL STANDARDS CODE
• This session provides one (1) CEU
– Key Area: Communications & Marketing – 4000
– Key Topic: Customer Service
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Objectives
• Identify: Who Are Our Customers?
• Identify: Great Customer Service Skills
• Skills: Providing Good Customer Service
• Skills: Creating Good Customer Service Providers
• Skills: Employee Recognition
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Who are our customers?
• Students
• Parents/guardians
• School nutrition Staff
• Community Members
• Industry Partners
• School Administrators/Staff
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Identifying Good Customer Service
• Why School Lunch?
• Appearance and Cleanliness of the Cafeteria
• Offer vs. Serve
• Smile! Statistics
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Why School Lunch?
• Creates a break from classroom work in our
students day
• A place to relax and socialize
• Creating a healthy relationship with
nourishing foods
• A positive cafeteria climate is essential for
providing great customer service
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Building a Positive Cafeteria Climate
• Educate Cafeteria Supervisors and Students• Promote Positive Mealtime Behaviors• Promoting good nutrition and healthy relationships with
food• Have recess before lunch
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Smile!
Figure 1: A Smiling and Friendly Lunch Lady Corresponds to School Lunch Purchase
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Service With a Smile
• Train employees to greet students with a smile
• Encourage staff to speak in a friendly voice
• Encourage staff to make eye contact with students and greet
them by name if possible
• Provide the best customer service possible
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Providing Good Customer Service
• Are the restaurants you choose to eat at providing a pleasant
customer service experience?
• Don’t students deserve the same courtesy?
• School meals should provide good food in a safe, welcoming
environment, showing the importance of mealtime and
develop a positive lifelong relationship with food.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Customer Service Activity
“Let Me Tell You What I CAN Do!”
• Stand in a small circle of 4-6 people.
• Pick one person to start.
• The first person will make an impossible request of the next person in the circle.
• The responding person needs to reply with offers of alternative options that will entice
the question asker while dissuading them from continuing to ask for what cannot be
provided.
Goal: Find the most creative answer without ever replying no. Learning to placate impossible
customer demands that cannot be fullfilled.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Lessons from Activity
On a daily basis in customer service, demands are made that cannot be fulfilled. A good
customer service agent can meet a customers needs without having to resort to telling the
customer no.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Alternatives to Negative Responses
Phrase that HINDER
• Finish your milkPhrase that HELPS
• Are you still thirsty?
• Are you finished with your milk?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Alternatives to Negative Responses
Phrase that HINDER
• You didn’t eat enough of
your lunch
Phrase that HELPS
• Did you get enough to eat today?
• Are you finished with your lunch?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Alternatives to Negative Responses
Phrase that HINDER
• Hurry, you only have 5
more minutes to finish
your lunch!
Phrase that HELPS
• You have 5 more minutes to ENJOY your meal.
• Fill your tummies in the next 5 minutes.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Things to Consider:
• How does your staff know what is expected of them?
• Who is responsible for training, follow-up, and remediation?
• What customer needs outweigh the needs of the organization?
• When do customer concerns need to be escalated to
supervisors, directors, district personnel?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Employee Recognition
• Recognition Committee
• Customer Service Awards
• Community Outreach
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Employee Recognition Committee
• Charged with recognizing and promoting outstanding
employee customer service moments
• Organizing recognition during special events
– School Superhero Day
– NSLW & NSBW
– Holidays
• Social Events
• End of the Year Awards
• Beginning of the Year BBQ
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Golden Lunch Tray
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Customer Service Nomination
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Silver Spoon
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
The Golden Spoodle
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Community Outreach
• Adopt-A-Highway
• Food Bank
• Meals on Wheels
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Questions?
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