Improving customer service skills final

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Improving customer service skills final

  1. 1. “Teamwork makes the vision work” Presented by: Latoya Long
  2. 2.  INTRODUCTION: McDonalds, a global brand THE CUSTOMER EXPERIENCE: Are they receiving fast, accurate and friendly service? No THE EMPLOYEE PERCEPTION: REASONING: Why are the employees rude not delivering fast, accurate, and friendly service. RECOMMENDATION/CONCLUSION
  3. 3. Big Mac... Fillet of Fish... Quarter Pounder... French Fries... Icy Cokes... Thick Shakes... Sundaes... and Apple Pies! Um Um Um McDonalds I’m lovin it… Or Maybe NOT!
  4. 4.  McDonalds has expanded its Menu options to include: Coffee, Lattes, smoothies, oatmeal, fresh fruit, salads and wraps McDonalds also opened its first vegetarian restaurant in India in September 2012 According to Yahoo Finance McDonald’s’ $24 billion in revenue makes it the 90st-largest economy in the world. So Why do More Diners Hate McDonalds?
  5. 5. June 2012 and Historical ACSI Scores Customer Satisfaction% of Customer Satisfaction taken from article updated Jun 19, 2012 scoreshttp://www.theacsi.org/acsi-results/acsi-scores-june Percent 0.9 2006 2007 2008 2009 2010 2011 2012 0.8 Limited- 0.7 Service 0.6Restaurant 0.5 s 0.4Wendys 76% 78% 73% 76% 77% 77% 78% 0.3Taco Bell 76% 72% 76% 74% 78% 81% 78% 0.2 0.1KFC 70% 71% 70% 69% 75% 75% 75% 0BurgerKing 70% 69% 71% 69% 74% 75% 75% 2006 2007 2008 2009 2010 2011 2012McDonald Wendys Taco Bell KFCs 63% 64% 69% 70% 67% 72% 73% Burger King McDonalds
  6. 6. The Customer is always right!
  7. 7. Is McDonalds delivering Fast, Accurate and Friendly Service? Are they preparing hot, fresh products in a respectful, professional environment?
  8. 8.  According to the McDonalds Customer Service Score Board website http://www.customerservicesscoreboard.com /McDonalds where customers can post positive or negative comments of the 194 comments that were posted, 22 were positive while 172 were negative. The complaints consisted of…..
  9. 9. COMPLAINTS  McDonald workers Slow Service having an attitude Long Lines when asked to Customers correct the orders receiving the wrong that were wrong. orders  McDonald workers Customers not have an attitude receiving everything when customers ask they ordered and for paid for condiments, napkins, straws, etc.
  10. 10.  “I never go to McDonalds  “Terrible service. Cashier because of sucky service with multi-colored hair but tonight I went to try it out again since they just was lacking people skills. reopened and everything She looked bothered has been rebuilt. I sat in when helping customers. line for 15 minutes before Dining room extremely someone took my order. dirty, drink and The girl who took my order condiment station dirty. was rude and had an Spilled ketchup and soda attitude and rushed me not cleaned up the 30+ through my order. After I minutes I stayed there. paid and got my food I get Trash on floors, tables all the way home and guess what? They did not give me not wiped down etc.. my sauces. Never AGAIN. Employees standing Never.” around.”-You guys -Anonymous, 7/28/12Suck, 9/29/12 5:37pm 7:16pm
  11. 11. The Customer is Not always right…
  12. 12.  According to McDonald’s’ Reviews on http://www.glassdoor.com/Review s/McDonald-s-Reviews-E432.htm a website where former employees can rate and post their experience while working for McDonalds. Including the pros and cons. Of the 1,088 McDonalds Reviews 50% of employees recommend the company to a friend. In a 5 star rating the employees gave it 3 stars saying its “OK”.
  13. 13.  “Tons of useful experience”-Former Employee in Mankato, MN 10/18/12 “Love the people but need more pay”- Current Employee in Holmen, WI 10/12/12 Discounts on food Flexible Schedule
  14. 14.  Not enough pay for  “Mean customers; the amount of work the uniforms being Rude managers greasy, the high trying to make prices(making them work harder angry customers and faster. angrier).” –Edward Rude customers Jones-Sunbury, PA that complain all the time.
  15. 15.  I also conducted personal interviews with 10 different McDonald Employees, from various McDonald Restaurant all in the month of October, the various locations were: 2929 Paxton Street, HBG, PA 17111 (3 interviewed) 4230 Trindle Road, Camp Hill, PA 17011 (3 interviewed) 631 Division Street, HBG, PA 17110 (4 interviewed)
  16. 16.  All ten employees have been employed for 6 months or longer. Each liked the employee discounts, 3 out of ten also said the flexibility of work schedules. 8 out of ten said the rude customers, 7 also mentioned rude managers trying to make them work harder. Others mentioned the pay when asked what they liked least about their job.
  17. 17. When Asked…Do you place the customer at the core of everything you do?I got responses like….“No we are just trying to get them in and out so we can meet our drive-thru times.”(Anonymous, personal communication, 10/12/2012)
  18. 18. To Sum it all up
  19. 19.  By examining the employee perception we are able to understand why the customers are not happy. The workers can’t agree and work toward the collective vision of fast, accurate and friendly service, producing hot fresh products in professional environment. There is a lack of Team Work Lack of Purpose, lack of motivation. They are all working as a group for their own purposes only.
  20. 20. Teamwork makes the vision work!
  21. 21. What is Team Work? When the McDonald crew members Within effective understand their teams, individuals individual and feel a sense of collective belonging. Each purpose and person understands willingly work their role and howA team is a group it fits into the "big together, theyof people who picture" and they are transformedcollaborate and are wiling to from a groupinteract to reach a contribute their into a team.common goal. talent to attain shared outcomes. (E. Paul, Personal Communication, 10/24/2012)
  22. 22.  Ongoing training and development courses for its restaurant employees. Teamwork: foster a sense of purpose in each employee so they will know that their actions and accomplishments contribute to the success of McDonalds Restaurant. Leadership: The front counter and drive thru employees are the face everyone will see and associate with McDonalds they must know that they are leaders even if they are not managers. Ethics: So that they are able to make a sound and informed decision when faced with different dilemmas.
  23. 23. •Receive ongoing training.Mcdonald •Know their sense and purpose , provideEmployees excellent customer satisfaction •Happy •Receive the Fast Accurate andCustomers Friendly Service.
  24. 24.  ACSI. (2012) June 2012 and Historical ACSI Scores. The American Customer Satisfaction Index. Retrieved October 12, 2012, from http://www.theacsi.org/acsi-results/acsi-scores-june. Business Insider. (n.d.) 15 Facts About McDonalds That Will Blow Your Mind. Business Insider. Retrieved October 26, 2012, from http://www.businessinsider.com/amazing-facts-mcdonalds-2010-12?op=1 Customers. (n.d.) McDonalds Customer Service User Reviews, Ratings, and Comments. Customer Service Scoreboard. Retrieved October 23/2012, from http://www.customerservicesscoreboard.com/McDonalds Owen, Hilary. (2002) What Makes a Leader? USA Today. Retrieved November 5, 2012, from http://usatoday30.usatoday.com/money/jobcenter/workplace/successstrategies/2002-11-14 Reviews. (2012). McDonald’s’ Reviews. Glass Door an inside look at jobs and companies. Retrieved October 19, 2012, from http://www.glassdoor.com/Reviews/McDonald-s-Reviews-E432.htm Skinner, Jim. (2009) Worldwide Corporate Responsibility Online Report: The Values We Bring to the Table. McDonalds Corporation. Retrieved October 19, 2012, from http://www.apiasf.org/pdfs/APIASF_2009_Annual_Report.pdf Tepper, Rachel. (2012). McDonald’s Customer Satisfaction: Chain At Bottom of Fast Food Rankings in New Survey. Huffington Post Food. Retrieved October 19, 2012, from http://www.huffingtonpost.com/2012/06/21/mcdonalds-low-customer-satisfaction Tice, Carol. (2010). More Diners Hate McDonalds, Love Papa John’s Starbucks. CBS News. Retrieved October 19, 2012, from http://www.cbsnews.com/8301-505123_162-43940667/more-diners-hate- mcdonalds-love

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