Customer Care

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©2004 McDonald’s Corporation G6286 The Golden Arches logo is a trademark of McDonald’s Corporation and its affiliates.

CONTENTS
1. INTRODUCTION 2. CLEANLINESS 3. REAL WELCOME & THANK YOU 4. HOSPITALITY GESTURES 5. CUSTOMER COMPLAINTS & RECOVERY 6. SECURITY 7. GOOD COMMUNICATION & FOLLOW-UP 8. BIRTHDAY PARTIES 9. LOCAL STORE MARKETING (LSM) 10. PRODUCT AWARENESS AND COMPANY INFORMATION 1 11 28 32 37 42 50 56 58 64

1. INTRODUCTION

3. The One-Day Course
The final stage of your development will involve your attendance on the Customer Care Course. Attending the one-day Customer Care Course will give you an opportunity to further improve and develop your knowledge and skills, which includes practising via role plays and discussing ideas in groups. At the end of the course you will receive your certificate of recognition, to

Overview of the Customer Care training programme
Congratulations on being selected to complete the Customer Care Development Programme. This is the first step towards becoming a full member of your restaurant’s Customer Care team.

The next steps that you will need to complete are as follows: 1. Successfully complete this workbook 2. Complete the Customer Care knowledge assessment 3. Complete the one-day Customer Care Course

acknowledge that you have become a full member of the Customer Care team.

Welcome & Probationary Period

1. The Workbook You are here
This workbook introduces you to the knowledge and skills you need to become a competent member of the Customer Care team. This will take you between 2-6 months to complete, depending on your work schedule, ability and previous experience. Throughout this workbook you will be asked to complete a number of exercises to help you put the knowledge you have gained into practice. These exercises and accompanying knowledge verifications will be verified by either your Restaurant Manager or an Assistant Manager assigned to your development. This person will act as your Supporting Manager as you work your way through this workbook.

Workbook

Knowledge Assessment

2. Knowledge Assessment
After completing the workbook your Supporting Manager will ask you to complete the Customer Care knowledge assessment. This will help as an overall verification of the knowledge you have gained. Once you successfully complete the knowledge assessment, you will then be ready to be booked onto the one-day Customer Care Course.

Course

1

2

What do I Need to Complete the Workbook?
As you go through the workbook you will need to search out and find information on a variety of topics. This will also include referring to the following tools: • Handwashing Poster • Crew Development Programme Manual • Initial Training Cards • Service OCLs (Dining Area, Service, Drive Thru) • Hourly Paid Employee Handbook • Cleanliness Report • Cleaning equipment and chemicals e.g. brushes, mops, cloths, glass cleaner, etc. • Accident Book • Environment File • Complaints Handling Guidelines Poster

To help you throughout your development progress your Supporting Manager will be working closely with you to coach and support you through the workbook. This Manager will also be responsible for verifying each section of the workbook as you work through it. Record your details below, along with the name and position of the Manager who will support your training. Your supporting Manager will also be required to sign this in order to acknowledge their commitment to supporting your development.

Your Name: Your Job Title: Date You Received the Workbook: Your Supporting Manager’s Name: Your Supporting Manager’s Commitment to You to verify, support, coach and make

Icons
Listed below is a key to the main icons featured in the workbook and an explanation of each:

resources available to you as you work your way through the workbook.

Signature: _________________________
Discovery exercise or development activity

Date: _________________

Questions aimed at...
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