CUSTOMER SERVICE
Aryana O’Connor
“Speaking with the student as though they were the only person in the room allows me to focus on their needs. “They need to leave feeling better than they did coming in!”
Cassie Brooker
“I deliver with a smile and make sure they leave with a smile!”
Robert LaCoste
“The fact that I can do a variety of jobs helps deliver customer service at any given time.”
Mike Hall
“I want to serve consistent quality food.”
John Miller
“I try to treat the customer the way I want to be treated.”
Kayla LaCoste “You want to make them feel welcome and able to speak up for themselves.”
John Belanger
“I’m here to put the serve back into customer service!”
Laurie Prentice
“I always strive to be helpful to the client and answer questions to the best of my ability .”
Mitchell Hietala
“There’s a lot to customer service, but making sure all customers’ accommodations are met is my goal.”
Kathy Steiner
“Meeting and greeting and answering questions is what I consider good customer service.”
Lee Filimonov
“I work in the dishroom and bring clean dishware to the students! That’s what I deliver.”
Pepi Christopherson
“Customer Service is about putting the “wow” back into service. I want to open the door so others feel comfortable talking to me and to feel like they have a home away from home.”
Paul Areias “I want to make people happy!”
Carol Lepisto
“My Customer Service is getting the client what they want and serving the students as though they were family. I want to treat people the way I want to be treated.”
Joanne Jackson “I know what they like! They ask for something. I do it. They get it!”
How do you deliver Customer Service?
Russell Wells I serve by being attentive and taking customers needs in a timely manner.”
Jack Norton
“Customer service is everything. If you don’t deliver customer service, the students will feel neglected. 3/4ths of your responsibility is customer service; the other is putting out a good product.”
CIRCLE OF EXCELLENCE SODEXO EXPERIENCE WINNERS
June
Jesse Judd
Retail Cook (also District)
July
Mike Cascagne Receiver
August
Marty Lee
Vending (also District & Regional)
September
Cote Chamberlin-Trombley Cook (also District)
October
Tina Perkins
Catering Office Manager
November
Josh Bemis
Cook-Night Owl CafĂŠ
December
Colby Labrie-Pregent
Retail Cook (also District & Regional)
January
Heidi Bernard Cook
February
Tim Gantt
Catering Supervisor
March
Karla Castillo Argueta Server
April
Shaina Dunchus Catering
(also District, Regional & NATIONAL)
Each month we nominate a Keene State Dining employee who has displayed exemplary customer service as a Sodexo Experience Winner. As a unit level nominee they are entered into the District pool. If they win the District nomination then they are entered into the Regional and National selection pools. We are proud to have had five District winners, three Regional winners and a National winner this year.
Catering Services We pride ourselves in overseeing seamless events all the time. Our high-profile parties have expanded our adaptability to host a variety of customers. From large annual employee dinners to trade shows, the Catering team is always busy preparing and planning.
Our attention to detail prepares us to meet the needs of each client. Every level of accomodation is factored into decisions leading to event preparation, food presentation, artistry and atmosphere.
The Surprise Someone program offers an array of packages perfect for celebrations and sending congratulations from a far. We were among the first of Sodexo campuses to present these unique packages and have seen a great deal of success marketing them at Orientation and when we have opportunity to connect with parents.
The planning and preparation needed for our concessions stand requires a keen understanding of our audience and their needs at any given event. We have a variety of offerings and can accomodate concessions at any location.
Student Meeting Services is a helpful resource students can access online that provides food options for hosting gatherings on campus. We have created an easy to use manual for clubs to select menu items for their scheduled meetings to better integrate our services with their student needs.
Conference services is an integral part of our impact in the community as we have the ability to meet the needs of our clients. We are conveniently located on campus and are able to provide housing along with offering a variety of themed events. We offer receptions, retreats, camps, and other large group events throughout the year.
HI Rebecca, I just wanted to give you a little feedback regarding our tour of your dining hall with Chef Rich. As I feel, major Kudos are due to Keene State and your dining program. Of all the schools we have toured to this point, Keene State is by far the most progressive when it comes to accommodating a student with Celiac disease. As I mentioned in prior emails, we tour the dining hall before we even go on the school tour, so imagine our delight when we finished the tour of the dining hall with Chef Rich and then went onto to tour the school with a student tour guide that shared with us that she too has Celiac. She indicated the dining hall was one of the major contributing factors her decision to attend your school. Honestly up until this point we have left most college tours feeling discouraged with the dining options. Keene was the first school that my daughter has left feeling like she could dine safely in your dining hall. Please pass on this feedback to whomever would benefit from it. Also, please thank Chef Rich for spending time with us and for his commitment to providing healthy dining options for all students. -Parent of prospective student (name withheld for privacy)
Hi Rebecca, Thank you so much for all yours and the staffs help this year! I really appreciate everyone's hard work and effort. Also, I am transferring to another school next year just to be closer to school. I have a box of chocolates from Ukraine that I would love to leave somewhere for all of you to be able to try. Is there somewhere that I can put this? Maybe in the room near the salad? Please let me know when you get a chance. Again, thank you so much for all of your help! Thank you, -Parent of prospective student (name withheld for privacy)
Hi Rebecca, I am so excited about the amount of gluten free food being offered to me and I have absolutely noticed a difference. I have been so excited since I have seen so many yummy desserts, especially the pumpkin pie. YAY. I have been eating the sweet potatoes and I am so pleased with the fact that we will be getting Lactaid ice. My wishes are finally being met and it's all thanks to you. The nuts on my salads will make me a much happier girl as well. Thank you times a million!! Thank you, thank you, thank you!! - Anonymous
Food Allergy Management on Campus For students with food allergies, going away to school presents new
challenges. While Dining Services play a key role in providing allergy-safe options, both the Lesley settlement and the new FARE College Food Allergy Program make it clear that dining is not the whole story.
Here are some ways you can re-assure students with food allergies that your campus cares about their safety and comfort on campus: What resources are available about food allergy accommodations?
Families may start at each school’s website, by typing “food allergy” in the search bar. What comes up at your university when you do this? Place information on food allergy resources under the disability services as well as dining services sections of your website. This makes it easier to navigate the resources available at your university, as well as showing students that you take their needs and concerns very seriously.
Is there stock epinephrine or other emergency allergy medicine available on campus or from emergency personnel on campus?
In certain states, universities are
allowed to maintain stock epinephrine on campus in case of an allergy emergency. While every student with a prescribed epinephrine self-injector should carry it at all times, emergencies can happen. If your state allows you to stock epinephrine, it could further protect your students from deadly emergencies.Visit the FARE website to find out if your state allows stock epinephrine.
What would happen if a student had a food allergy emergency?
Does your university have a
plan and training for allergy emergencies? If a student goes into anaphylaxis after eating a food allergen, who responds to the 911 call? Does the first responder carry epinephrine, or would critical minutes be lost by having to wait to reach the hospital? These questions are all extremely important to students affected by severe food allergy.
American Red Cross Aid
On an early morning in May we received a
call from The American Red Cross notifying us that they would be providing food for first-responders fighting the devastating brush fires in Stoddard, NH and Springfield, VT. With a swift and quick reaction to the request, Sous Chef, Aaron Pouliot, and Controller, Bonnie Blanchard, with other dining staff responded with immediate action. Within three hours we were able to provide plenty of food to sustain the first-responders.
Do our departments work together?
F
ood allergies may be a new topic for some disability services staff. Residence life or housing departments often have experiences with students requesting a cooking dorm. If your campus would benefit from training or assistance in developing an interdisciplinary approach, your local Sodexo campus dietitian, or Sodexo national dietitian Beth Winthrop can assist.
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keenestatedining.sodexomyway.com