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© 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


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


Who are our customers?

• Students

• Parents/guardians

• School nutrition Staff

• Community Members

• Industry Partners

• School Administrators/Staff


Identifying Good Customer Service

• Why School Lunch?

• Appearance and Cleanliness of the Cafeteria

• Offer vs. Serve

• Smile! Statistics


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


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


Smile!

Figure 1: A Smiling and Friendly Lunch Lady Corresponds to School Lunch Purchase


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


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.


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.


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.


Alternatives to Negative Responses

Phrase that HINDER

• Finish your milkPhrase that HELPS

• Are you still thirsty?

• Are you finished with your milk?



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?



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.


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?


Employee Recognition

• Recognition Committee

• Customer Service Awards

• Community Outreach


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


Golden Lunch Tray


Customer Service Nomination


Silver Spoon


The Golden Spoodle


Community Outreach

• Adopt-A-Highway

• Food Bank

• Meals on Wheels


Questions?

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