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Customer Service Begins with a “B”

Customer Service Begins with a “B”. OR… All I need to know about being a lunch lady (or man) I learned from the B’s. Presented by: Loriann Knapton, DTR, SNS Child Nutrition Consultant Wisconsin Department of Public Instruction Small Victories Fall Sessions October, 2013.

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Customer Service Begins with a “B”

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  1. Customer Service Begins with a “B” OR… All I need to know about being a lunch lady (or man) I learned from the B’s Presented by: Loriann Knapton, DTR, SNS Child Nutrition Consultant Wisconsin Department of Public Instruction Small Victories Fall Sessions October, 2013

  2. Student Lessons from the LunchroomIt’s all about B’s Be Here – Be in your seat Be Ready – Indoor voices and line up when your table is called Be Safe – Walk and keep hands and feet to yourself Be Respectful – Use nice language and listen to lunch monitors Be Responsible – Get a pass to leave the cafeteria *New England Positive Behavioral Interventions and Supports Conference, October 2011 http://www.mayinstitute.org/pdfs/presentations/2011_parrish.pdf

  3. In The Cafeteria…YOUAre The Teacher How do you manage the five B’s???

  4. NUMBER Be There…

  5. Be There Everyday…

  6. YOU?? Or You???

  7. How do I engage my customers?

  8. YOU?? Or You???

  9. Committed to your work? Nutrition Professional OR…

  10. YOU?? Or You???

  11. What is Your Task? The goal of the National School Lunch Program is to provide healthy meals, and to use the meals as a way of teaching students what a balanced meal looks like in order to instill lifelong healthy eating habits.

  12. NUMBER Be Ready…

  13. Be Ready for your role…

  14. NUMBER Be Safe…

  15. Be SafeFor the students – For You • HAACP everyday every way • Serving sites • Remote sites • Ergonomics matter • Lifting • Standing • Prep work • Prepare for the unexpected • Manage the unexpected • React

  16. NUMBER Be Respectful…

  17. Be Respectful

  18. Customer Service REMEMBER… Students are customers. They have choices every day. Treat them as though your job depended on it!

  19. Team Members Your coworkers are your team. Excellent teams work together and respect differences. Treat co workers as though your job depended on it!

  20. Take Care of Yourself Your customers and teammates depend on you. Taking care of your physical and mental health is important. Take care of yourself as though your job depended on it!

  21. NUMBER Be Responsible…

  22. Be ResponsibleThe kids are counting on you

  23. On time matters….. Work schedule Meal prep The serving line Addressing issues Returning calls

  24. They are highly respected professionals… Image Attitude Integrity Accountability Specialized knowledge

  25. It’s about getting it right… Regulations Meal Patterns Production Procurement Consistency

  26. Please give me patience NOW! Difficult situations Special Requests Addressing “Concerns”

  27. How to get them to TRY it…. Positive reinforcement Walk the walk No negativity

  28. The Five B’s of Good Customer Service Lessons from the Lunchroom School Nutrition Team Wisconsin Department of Public Instruction – August 2013

  29. Remember It’s all about the B’s…. Thanks for all you do for Wisconsin students! Have a great school year!

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