Customer Care
©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
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