Customer Service Begins with YOU - School Nutrition...–Consider a different approach to customer service! –Explore some example situations! –Brainstorm how to change the climate

© 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!


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?

NO!


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


Special Ideas


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

© 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

Documents

Customer Service Begins with YOU - School Nutrition...–Consider a different approach to customer service! –Explore some example situations! –Brainstorm how to change the climate