McDonalds is a fast food franchise restaurant that was incorporated in 1964. The company has a chain of restaurants in more than 100 countries that serve menus of locally relevant foods and drinks. Mc Donald’s, recently admitted that about 20% of customer complaints were about unfriendly service. The fast-food chain vice president was quoted in the wall street journal reporting that the company’s service is broken due to complaints about rude and unprofessional employees. Notably, McDonalds spends about $2 billion on advertisements annually with the objective of attracting customers only for the counter personnel to alienate them and provide poor services (DeRose, 2013).
The Proposed Training Program
McDonalds requires a training program that ensures the company remains on the frontline; focused to connect the customers to the brand and enable the employees to represent the brand effectively. The training program will include the following areas:
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Creation of a Shared Emotion for Delivery of Improved Customer Experience
The employees will be trained on how to brighten a customer’s day with a smile and quick service. Customer experience is at the core of the company’s operations. Company leaders will also be required to lead by example and show the frontline employees how to make the difference (Madera, 2013).
Simplify the Rules and Work Processes
Too much-broken processes often place the frontline staff in a difficult position especially when the customer numbers or orders are overwhelming. The company should engage in a consultative process with all the stakeholders to develop fast and efficient processes that allow the employees to function effectively (DeRose, 2013).
Recognize and Reward Great Service
Employees often feel motivated when their efforts are recognized and rewarded. Good performance with good rewards will transform the service levels and customer-employee relationships in the long-run (Madera, 2013).
References
DeRose, C. (2013, May 8). How McDonald's Can Finally Fix Its Abysmal Customer Service. Retrieved from http://www.businessinsider.com/how-mcdonalds-can-fix-customer-service-2013-5?IR=T
Madera, J. M. (2013). Best practices in diversity management in customer service organizations: an investigation of top companies cited by Diversity Inc. Cornell Hospitality Quarterly , 54 (2), 124-135.
