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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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Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

Aug 10, 2020

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Page 1: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

Serving Line Success

Feeding the

& Stomach

Page 2: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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?

Page 3: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 4: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

WHO PROVIDES THE

BEST SERVICE?

Page 5: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 6: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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.”

Page 7: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 8: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 9: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

WHAT’S YOUR…

Page 10: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

Page 11: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

WE ARE THE CUSTODIANS

Building mindset

Page 12: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 13: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

KNOW WHEN TO PASS

▪What pulls you off your game?

Page 14: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 15: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

MEET THEM WHERE THEY ARE

• If you can beat them join them.

• Social Media Plan

Page 16: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

START A CAMPAIGN-BE KNOWN

• Feed the soul

• Feed the heart

Page 17: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

KNOW YOUR PENGUIN POSITION

• BE OPEN

• INVITE PEOPLE IN

• ENGAGE AUTHENTICALLY

• BE CONSISTENT

Page 18: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

2017 IT’s YOUR YEAR

Explore Color

Page 19: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

Page 20: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

LOOKING FOR INSPIRATION

Great resources for TEAMWORK

Page 21: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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

Page 22: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© COPYRIGHT 2017 SCHOOL NUTRITION ASSOCIATION | #ANC17 | ATLANTA, GA

Who We Are

Claudia Harry

• SEMA Reps

Laura Lynn

• Brantley Co School Nutrition Director

Page 23: Serving Line Success - School Nutrition · EMPLOYEES ON THE FRONT LINE Everyone is on the same page •Delivering Consistent, reliable service •Looking friendly •Employees know

© 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