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Training

Glossary

I.T.

Customer Services at McDonald’s

Stock Control

Careers
Customer Services
Training Glossary I.T. Customer Services Talking Point

Franchising

Marketing

Construction

Talking Point

Apprenticeships Introduction

Finance

at McDonald’s
Customer Services
Apprenticeships

Education

Stock Control

Marketing
Franchising Construction

Marketing

Construction

Franchising

Marketing

Finance
Finance Training Glossary I.T. Training Glossary

McDonald’s prides itself on delivering only the highest levels of quality, service and cleanliness to all of its customers in each and every restaurant. The key to our continued success is continually monitoring and acting on the feedback given to us by our customers. We strive to be a progressive market leader and we can only stay ahead of the rest by listening to the most important ambassadors of our brand – our customers!

Franchising
I.T. Marketing Construction Customer Services Talking Point Apprenticeships Marketing Apprenticeships Construction

The importance of Customer Service

Stock Control

Franchising Education

Stock Control Customer Services

Franchising Talking Point

Stock Control

Finance

Training

Finance

Training

We have recognised that complaints, enquiries or positive Stock Control feedback from customers are precious pieces of information. When used properly complaints can help us fine-tune our Recruitment & Training business and meet our customers’ needs. It is these insights that help the Company to keep moving forward. Franchising Marketing Construction Glossary I.T. Glossary I.T. Training Talking Point Glossary Apprenticeships I.T.

Finance Education Customer Services

Education

Customer Services

Talking Point

Apprenticeships

Education

Customer Services

Talking Point

Apprenticeships

Equally important is to hear and effectively manage complaints from customers. If the Company is not seen to be dealing with poor experiences then disgruntled customers will vote with their feet and we will lose their business.

Training

Glossary

I.T.

Customer Services at McDonald’s
Page 
Talking Point DoCustomer Services you know that only 5% of customers with a complaint ever put their complaint to a customer services department? Apprenticeships

5% complain to Customer Services

A further 45% of customers with a complaint take time to raise their concerns on the spot and speak with an employee. We need to ensure that for such customers, their complaint is resolved satisfactorily there and then. If this is not achieved, we run the risk that these customers will not voice their concerns in the future, thereby losing for us an opportunity to gather important customer feedback.

45% complain to branch or front line rep

50% encounter a problem but don’t complain

The remaining 50% of customers who encounter a problem, don’t make a complaint. In order to move towards a situation where this 50% are more likely to voice their concerns, we encourage both the Customer Services department and restaurant employees to be accessible to our customers and open to feedback. This is encouraged in several ways in the restaurant. Each restaurant should display a name plaque indicating the Shift Running Manager’s name. In addition, each manager should wear a name badge displaying their first name. The Customer Care employee should ensure that, as the first point of contact for customers, they are welcoming and accessible at all times. Finally, the restaurant’s telephone number should be on display. Combined, these initiatives should help to create an inviting and customer-friendly environment. It is imperative that we encourage our customers to voice their concerns within the restaurant itself so our restaurant management have the opportunity to resolve the problem then and there.

Training

Glossary

I.T.

Customer Services at McDonald’s
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