Building a Customer Service Oriented Team. Greeley/Evans SD 6- Colorado

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1 Building a Customer Service Oriented Team Presented by: Dan Lukasavitz and Anna Meza Greeley/Evans SD 6- Colorado

2 AFFILIATION OR FINANCIAL DISCLOSURE Dan Lukasavitz Supervisor- Greeley/ Evans SD 6 - Colorado Anna Meza Kitchen Manager- Greeley/ Evans SD 6 - Colorado

3 PROFESSIONAL STANDARDS CODE This session provides one (1) CEU Key Area: Communications & Marketing 4000 Key Topic: Customer Service

4 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

5 Who are our customers? Students Parents/guardians School nutrition Staff Community Members Industry Partners School Administrators/Staff

6 Identifying Good Customer Service Why School Lunch? Appearance and Cleanliness of the Cafeteria Offer vs. Serve Smile! Statistics

7 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

8 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

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

10 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

11 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.

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13 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.

14 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.

15 Alternatives to Negative Responses Phrase that HINDER Finish your milk Phrase that HELPS Are you still thirsty? Are you finished with your milk?

16 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?

17 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.

18 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?

19 Employee Recognition Recognition Committee Customer Service Awards Community Outreach

20 Employee Recognition Committee Charged with recognizing and promoting 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 outstanding

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22 Golden Lunch Tray

23 Customer Service Nomination

24 Silver Spoon

25 The Golden Spoodle

26 Community Outreach Adopt-A-Highway Food Bank Meals on Wheels

27 Questions?