Customer Service in Dining Rooms

Customer Service in Dining Rooms 

Mealtime is an essential part of life in a residential care facility, including nursing facilities and assisted living communities. Mealtimes are not only about providing nutrients to the body, but is also a critical means of resident socialization. Imagine a special family gathering with those you care about, your friends and family. The foods served evoke emotions and memories, but more important than the food is the fellowship with those you care about. That is what you remember most fondly. For many residents, every mealtime is about those feelings. As such, it is vital that meals are not only nutritious, but served in a pleasant environment by caring, empathetic people. This course describes the importance of customer service in residential dining and will introduce you to various serving styles and emerging dining trends.

There are multiple ways in which organizations may design their dining environment and meal service. While the information presented in this course represents some common themes, be sure you have been trained on the proper policies and procedures for your organization’s meal service. Additionally, it is imperative that you keep in mind food safety guidelines when serving meals.


Hours: 1.00


Certificates provided by accrediting body (1 Match)

Association of Nutrition and Foodservice Professionals


This program is approved for 1.00 hours by the Dietary Managers Association. Approval code 163597.

Course Details

Course Code: REL-SRC-0-CSDR
Hours: 1
Type: Online Course
Content Expiration Date: 3/31/2024
Learning Objectives:
• Explain the importance of the dining experience.
• Recognize ways the dining experience can be improved.
• Describe the steps in setting up the dining room and buffet tables.
• Explain the important aspects of all-hands-on-deck dining style.
• List the most important aspects of customer service during mealtime.


Section 1: Introduction

A.         About This Course

B.         Learning Objectives

Section 2: The Dining Experience

A.         Time for a Change

B.         Impact of Mealtimes

C.        Improving the Dining Experience

D.        Resident Perception

E.         A Check-in with Natalie

F.         Timing of Meals

G.        Physical Environment

H.        Food Quality and Appearance

I.          Portion Sizes

J.         Cultural Considerations

K.         Review

L.         Summary

Section 3: Table Setup

A.         Creating the Dining Experience

B.         Setting Up a Dining Room Table

C.        Setting Up a Buffet Table

D.        Buffet Table Configuration

E.         Food Service Steam Tables

F.         Review

G.        Trends in Residential Dining

H.        All-Hands-On-Deck Dining

I.          What Is Required?

J.         Scheduling

K.         Review

L.         Summary

Section 4: Customer Service

A.         Interpersonal Aspects of Food Service

B.         Serving Essentials

C.        Hygiene and Infection Control

D.        Understanding Empathy

E.         Assistance with Eating

F.         Considerations for Those with Dementia

G.        Review

H.        Natalie’s Success

I.          Summary

Section 5: Conclusion

A.         Summary

B.         Course Contributors

C.        References

D.        Congratulations!

Instructor: Clarence B. Taylor III, MBA, CDM, CFPP

Clarence B. Taylor III, CDM/ CFPP is a 30-year veteran of the food industry, a Certified Dietary Manager/Food Protection Professional, and a Certified ServSafe Trainer and Test Proctor. His career highlights include being featured as a restaurant owner on Samantha Brown’s Passport to Great Weekends tv show and author of an article in River Region Living. He currently serves as Nutrition Director for an Alabama-based Rehabilitative hospital provider.

Disclosure: Clarence B. Taylor III, MBA, CDM, CFPP has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: General Staff; in the following settings: Post-Acute Care.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.