The consistency of my hot chocolate is off, what do I do?
At Marriott hotel, where I worked for a while, we used similar flakes. Our technique was to add a good splash of boiling water first, incorporate the chocolate flakes by mixing it into a smooth paste (more or less), and only then add hot milk. I guess the idea is that it is much more of a challenge to incorporate a small amount of solid into a large amount of liquid, however if you turn that solid into a paste first, its almost like your mixing two liquids. You'll find that the same technique is used for making a bachamel sauce. For convenience sake, try using a small amount of hot milk, instead of water. Also, having your liquid boiling might help, which is hard to achieve in a microwave. e.g. when making a classic chocolate sauce which contains butter and cream, the chocolate is only fully dissolved when the liquid is boiled.