JaimeMeet 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 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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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.
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Assessment Tool
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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.
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Six Honest Serving-Men
I keep six honest serving-men. They taught me all I knew. Their names are:
--Rudyard Kipling
Customer Service
Involves everything related to the SNP and everyone who influences the customer's eating practices.
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Observing, 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
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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.
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An environment that is warm and caring
To be with her family and friends
Healthy food for growth and development
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While we’re apart...
See you next time!
National Food Service Management Institute
The University of Mississippi
The University of Mississippi
Mission: To provide information and services that promote the continuous improvement of child nutrition programs