Customer Service Begins with YOU - School Nutrition...–Consider a different approach to customer...

Customer Service Begins with YOU –

April Cox, Presenter

Twitter: @thislunchlady

Welcome Y’all!

Southern Hospitality

– Make you feel like family

– Unhurried conversation

– Good manners

– Believe in serving others

– Kindness

– Helpfulness

– Charm

– Charity

– The Golden Rule

Parents

My Loves

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!

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!

First Thing First!

Who Are You?

• Wife / Husband

• Mother / Father

• Daughter / Son

• Sister / Brother

• Friend

• Employee

• Motivator

• You are a leader!

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!

YOU Matter!!!

We cannot control whether

others underestimate us,

but we can start by not underestimating ourselves.

You Are a Leader

One Step Further!

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.

Examples of Game Changers

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!

Game Changer Qualities

– Be punctual

– Be professional

– Be on time

– Set the tone

– Be a great listener

– Notice others

– Make introductions

– SMILE - Always!

Your TEAM

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!

Attitude!

“Excellence is not a skill. It is an attitude.” (Ralph Marston)

Setting your team apart

• Help your team see the

possibilities in every situation.

• Water Cooler Meetings!

One More Thing…

• Help your team like the upper management of food service!

“Just” School Lunch?

Surprise!

• If only….

Apron UP!

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.

Get to Know Them

Students, teachers, staff members, administration,

parents, community, our own team members

What is Customer Service

• Defined!

– the assistance and advice provided by a company to those people who

buy or use its products or services.

First Impressions

• You never get a second chance for a FIRST IMPRESSION!

Communication is Key!

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

First vs. Last

• Who is most important?

It’s Just School Lunch

How Rude!

What If?

• Customer Doesn’t Deserve Your Respect?

Who’s Right?

• Is the customer

really always right?

Attitude Matters

• PTA / Parents

Gratitude

• Guess what??? They don’t have to eat with you!

Your REPUTATION

• If you tell someone you are going to do something – do it!

Social Media

• Share your story

Start a Ripple

• How can you change a school’s atmosphere?

Win Them Over!

Special Ideas

Maintaining your High Standards

Don’t wake up in the morning and say –

I want to be average!

Be EXCELLENT on purpose!

AFFILIATION OR FINANCIAL DISCLOSURE

April Cox

• Food and Nutrition Manager, Lambert High School

• Forsyth County Schools

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

Customer Service Begins with YOU - School Nutrition...–Consider a different approach to customer...

Documents

®. Customer Service Opportunity Model Customer Service Variance Customer Service Adjusted Workload

Customer Service Definitions Elements of Customer Service Estimating the Benefits of Service

CUSTOMER SERVICE REPRESENTATIVE I CUSTOMER SERVICE REPRESENTATIVE II€¦ · CUSTOMER SERVICE REPRESENTATIVE I CUSTOMER SERVICE REPRESENTATIVE II Class specifications are intended

Customer Service Factsheet Employer...Customer Service Assistant/ Customer Service Advisor/ Customer Service Operater/ Customer Service Representative Provide a high quality service

Volunteer Customer Service Training - FIRST Customer Service Training. 2 ... What is Customer Service? Customer Service is how we provide inspiration, safety, support, and a positive

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Harnessing a Customer Customer Minded Workforce. Customer Service Challenge your paradigm of customer service... Foster a culture of customer service

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CUSTOMER SERVICE The Five Cs of Customer Service

Customer Service: Top 10 Questions - Nautel Supportsupport.nautel.com/content/user_files/sites/2/2019/06/Customer-Service-Top-10...Customer service question # 10 . Customer service

Customer service and the organisation - TAFE NSW · Good vs bad customer service 4 Customer service benchmarks (levels of customer service) 5 ... organisation, however remote, and

Good Customer Service Costs Less Than Bad Customer Service

Customer Service Customer Service BSBCUS401A Coordinate implementation of customer service strategies 1

Customer Service Excellence Workshopwhatsyouredge.com.au/.../2017/05/WYE-Customer-Service-Program.pdf · The Customer Service Excellence Workshop Service Skills workshop has been

Customer Accommodation. Customer Service: Where Logistics and Marketing Meet Customer service objectives dictate logistics design. Customer service: a

Customer Service CHAPTER 2 CUSTOMER SERVICE 2 · Customer Service CHAPTER 2 CUSTOMER SERVICE 2. ... l Greeting and engaging the customer in a personal and professional ... Customer

CUSTOMER SERVICE AS A STRATEGIC TOOL AMONGST …€¦ · 3.4 APPROACHES TO CUSTOMER SERVICE 63 . 3.4.1 Standardised customer service 64 3.4.2 Customised customer service 64 3.5 CUSTOMER

Training Customer Service - Pelatihan Customer Service Training

How To Brainstorm Content That Rocks And Converts To Brainst… · Tweet This eBook! ⏐ How to Brainstorm Content that Rocks and Converts2 Table of Contents . Introduction 3 . Customer-Generated

customer service - Made For Success · ©2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOK3 CUSTOMER SERVICE IS AN ATTITUDE! Video Notes: • Customer Service requires