Focus on the Customer

Breakfast Lunch Training module designed for training school nutrition teams to focus on the customers' wants and needs to develop strategies for achieving satisfied customers and effective programs.

If you have questions about Focus on the Customer, please e-mail nfsmi@olemiss.edu or phone 800-321-3054.

Lessons are PDF files, which require the use of Acrobat® Reader software. PowerPoint® presentations require PowerPoint® software.

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Download Manual Cover (PDF)

Preliminary Pages

Title Page
National Food Service Management Institute
Acknowledgments
Table of Contents

Introducing Focus on the Customer

Lesson 1: Course Overview

Supporting Documents
Preparation Checklist
Starting Line (Course Pretest)
Note pages
Handout 1: Welcome to the Course!
Handout 2: Topics and Class Schedule
Key Words

Lesson 1 Powerpoint Presentation

Lesson 2: Know the Customer

Supporting Documents
Preparation Checklist
Note Pages
Key Words
Starting Line (Pretest)
Handout 1: District Profile
Handout 2: Differences
Handout 3: Ages and Stages
Role-play Script
Finish Line (Posttest)
Test Answer Keys

Lesson 2 Powerpoint Presentation

Lesson 3: Customer Service is the Key

Supporting Documents
Preparation Checklist
Note Pages
Key Words
Starting Line (Pretest)
Handout 1: A Service Product
Handout 2: Key Factors
Handout 3: Satisfaction Score Card
Handout 4: Core Service Principles
Handout 5: The Mission Statement
Finish Line (Posttest)
Test Answer Keys

Lesson 3 Powerpoint Presentation

Lesson 4: Responsibility for Customer Service

Supporting Documents
Preparation Checklist
Note Pages
Key Words
Starting Line (Pretest)
Mini-Poster: Children Learn What They Live
Handout 1: School Nutrition Village
Handout 2: Shared Responsibility
Handout 3: CST Crossword Puzzle
Finish Line (Posttest)
Test Answer Keys
Handout 4: CST Interview

Lesson 4 Powerpoint Presentation

Lesson 5: Rate Your Customer Service

Supporting Documents
Preparation Checklist
Note Pages
Key Words
Starting Line (Pretest)
Serving-Men Script and Labels
Handout 1: Tools and Strategies
Handout 2: Sample Survey Forms
Handout 3: Develop and Conduct
Finish Line (Posttest)
Test Answer Keys
Handout 4: CSA Checkup

Lesson 5 Powerpoint Presentation

Lesson 6: Achieve Customer Satisfaction

Supporting Documents
Preparation Checklist
Note Pages
Key Words
Starting Line (Pretest)
Handout 1: The Mission Statement
Handout 2: Strategies for Differences and Strategy Strips
Handout 3: Strategies for Needs/Wants
Finish Line (Posttest)
Test Answer Keys

Lesson 6 Powerpoint Presentation

Lesson 7: Plan a Customer-Focused Program

Supporting Documents
Preparation Checklist
Note Pages
Key Words
Handout 1: Video Viewing Guide
Handout 2: Describe Your Vision
Handout 3: The Plan Framework
Finish Line (Course Posttest)
Answer Keys (Course Pretest and Posttest)
Graduation Certificate

Lesson 7 Powerpoint Presentation