customer service begins with you - school nutrition...–consider a different approach to customer...
TRANSCRIPT
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Customer Service Begins with YOU –
April Cox, Presenter
Twitter: @thislunchlady
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Welcome Y’all!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Southern Hospitality
– Make you feel like family
– Unhurried conversation
– Good manners
– Believe in serving others
– Kindness
– Helpfulness
– Charm
– Charity
– The Golden Rule
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Parents
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My Loves
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
The Struggle is sooo REAL!
• It’s hard work!
• It’s hard to “fit in”!
• It’s hard to stand out!
It’s time for a change – it begins with us!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
What are we to do about it?
• 3 Learning Objectives/Goals for our time together:
– Consider a different approach to customer service!
– Explore some example situations!
– Brainstorm how to change the climate in our kitchens and at our schools,
and quite possibly into our communities!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
First Thing First!
Who Are You?
• Wife / Husband
• Mother / Father
• Daughter / Son
• Sister / Brother
• Friend
• Employee
• Motivator
• You are a leader!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
How do you see yourself?
• It matters!!!!
• Are you “just” a lunch lady?
• You are not JUST anything!
You are far more than what most people expect!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
YOU Matter!!!
We cannot control whether
others underestimate us,
but we can start by not underestimating ourselves.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
You Are a Leader
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
One Step Further!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Game Changer
• Game changers are in touch with a greater purpose - they
understand the value of serving something beyond themselves
• Unfortunately, game changers don’t come out every year. They
take time to percolate. You have to be patient for them to
happen. But when they do, you know it.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Examples of Game Changers
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Could it be????
That you have a Game Changer living inside of you?
Don’t wake up in the morning and say – I want to be average!
Be excellent on purpose!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Game Changer Qualities
– Be punctual
– Be professional
– Be on time
– Set the tone
– Be a great listener
– Notice others
– Make introductions
– SMILE - Always!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Your TEAM
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Value Them!
• Help your team members believe in themselves by showing them
how much you value them!
• Making sure your team has the resources and training they need
is up to you!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Attitude!
“Excellence is not a skill. It is an attitude.” (Ralph Marston)
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Setting your team apart
• Help your team see the
possibilities in every situation.
• Water Cooler Meetings!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
One More Thing…
• Help your team like the upper management of food service!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
“Just” School Lunch?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Surprise!
• If only….
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Apron UP!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Who are customers?
• A person who has an interest or a concern in something
especially a business.
• Can be affected by our actions, objectives and policies.
• Customers are people who need your assistance. They are not
an interruption to your job, they are the reason you have a job.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Get to Know Them
Students, teachers, staff members, administration,
parents, community, our own team members
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
What is Customer Service
• Defined!
– the assistance and advice provided by a company to those people who
buy or use its products or services.
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
First Impressions
• You never get a second chance for a FIRST IMPRESSION!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Communication is Key!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Communication is KEY
Studies suggest: 40% is tone of voice
* tone of voice
* vocal clarity
* verbal expressiveness
50% is visual
* facial expression
* dress and grooming
* posture / body language
* eye contact
* gestures
10% is the words you actually say
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
First vs. Last
• Who is most important?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
It’s Just School Lunch
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
How Rude!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
What If?
• Customer Doesn’t Deserve Your Respect?
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Who’s Right?
• Is the customer
really always right?
NO!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Attitude Matters
• PTA / Parents
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Gratitude
• Guess what??? They don’t have to eat with you!
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Your REPUTATION
• If you tell someone you are going to do something – do it!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Social Media
• Share your story
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Start a Ripple
• How can you change a school’s atmosphere?
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Win Them Over!
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Special Ideas
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Special Ideas
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Special Ideas
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Maintaining your High Standards
Don’t wake up in the morning and say –
I want to be average!
Be EXCELLENT on purpose!
© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
AFFILIATION OR FINANCIAL DISCLOSURE
April Cox
• Food and Nutrition Manager, Lambert High School
• Forsyth County Schools
© 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: Using your #SocialMedia Savvy to take the 2017
#SchoolBreakfast Challenge