Meet An-Mei!
Assignment: Jot down some
words that might describe AnMei. 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
is a prekindergarten student in the
An-Mei: An-Mei
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 servingmen. 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:
Informal:
• Surveys
• Focus groups
• Guided discussions
• Interviews
•
•
•
•
•
•
•
MBWA
Menu item testing
Food item testing
Recipe testing
Comment cards
Quality score cards
Temperature checks
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Assessing Customer Satisfaction–OAL
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
• 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:
External:
Assessments of activities
and practices inside the
school nutrition
environment that
influence customers’
eating habits
Examples: Comment
cards, recipe testing,
customer service
surveys
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 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 Institute
The University of Mississippi
www.nfsmi.org
800-321-3054
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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
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