Meet An-Mei!
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Transcript of Meet An-Mei!
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?
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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.
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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 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 ToolA 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.
What andWhy and
When andHow and
Whereand
Who
Six Honest Serving-Men
I keep six honest serving-men. They taught me all I knew. Their names are:
--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 Satisfaction–OALObserving, 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
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
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• Where we’ve been today...
• Where we’re going next...
• While we’re apart...
• See you next time!
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This training was conducted by the
National Food Service Management InstituteThe University of Mississippi
www.nfsmi.org800-321-3054
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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