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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Serving Line Success
Feeding the
& Stomach
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
WE CAN NOT ADEQUATELY
SERVE UNLESS WE BELIEVEOR if you say it long enough it will happen?
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
1. Customer Service Basics2. Adding new View to Serving your students3. Toolkit4. Social Media / Personal Touch5. Check this guy out!
Where Are We Headed
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
WHO PROVIDES THE
BEST SERVICE?
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Customer Service: 101
1. Listen
2. Anticipate Needs
3. Make Customers Feel Important and Appreciated
4. Body Language-convey sincerity
5. Appreciate the Yes’s
6. Know How to Apologize
7. Give More than Expected
8. Get Regular Feedback
9. Treat Each Other Well
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
GENUINE CARE: EMPLOYEES ON THE FRONT LINE
Everyone is on the same page
• Delivering Consistent, reliable service
• Looking friendly
• Employees know how to place focus on the
customer
• Make their customer service credo the lifeblood of
what they do
“Ladies and gentlemen, serving ladies and
gentlemen.”
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
It’s my pleasure
• Extreme Service
Makeover
• Matthew 5:41
• “If anyone forces you
to go one mile, go
with them TWO
miles.”
• CFA #2 2015
Customer Service
Hall of Fame
Know your essence:
Cafeteria = Restaurant
Service = Hospitality
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
NO NEED TO RECREATE THE WHEEL
3 Steps to Service SHOWTIME
1. Warm and Sincere Greeting
*Are you feelin’ it?
2. Use guest name
3. Warm goodbye, Thank you.
Develop Customer Profile
• Who is your customer
• How do they think
• What will keep them
coming back
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
WHAT’S YOUR…
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
WE ARE THE CUSTODIANS
Building mindset
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
HUMBLE
•The only one YOU are meant to be is the one you BELIEVE you are or DECIDE to be.-emerson
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
KNOW WHEN TO PASS
▪What pulls you off your game?
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
SHIFT FOCUS
▪CREATE AN ENVIRONMENT THAT WELCOMES IT
▪DIG IN
▪DON’T TAKE MORE THAN YOU GIVE
▪TAKE A MOMENT TO FIX IT
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
MEET THEM WHERE THEY ARE
• If you can beat them join them.
• Social Media Plan
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
START A CAMPAIGN-BE KNOWN
• Feed the soul
• Feed the heart
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
KNOW YOUR PENGUIN POSITION
• BE OPEN
• INVITE PEOPLE IN
• ENGAGE AUTHENTICALLY
• BE CONSISTENT
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
2017 IT’s YOUR YEAR
Explore Color
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
LOOKING FOR INSPIRATION
Great resources for TEAMWORK
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
If all else fails - Try this!
(d) 11 Video Have a Great Day
(e) 11 Video Have a Great Day
(f) 11 Video Have a Great Day
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© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA
Who We Are
Claudia Harry
• SEMA Reps
Laura Lynn
• Brantley Co School Nutrition Director
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© 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