Proposal to Retrain Staff

Susan Dvorin

Proposal to Retrain Staff

GB512

Professor Flynn

November 8, 2016

[pic 1]https://www.google.com/imgres?imgurl=https://lh5.googleusercontent.com/

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table of contents

Introduction                                                         4

Background                                                         6

Request for Research                                                 8

Suggestions                                                         9

Conclusion                                                        10

Reference                                                        11

Introduction

            It has come to my attention that our customers are dissatisfied with the way they are being treated. It appears that the training for the crew members is to be lacking. We have talked to our employees and asked what they need from us and their answers were standard, we need to be trained better. To do this, I am doing some research into which would be the best way to accommodate this. In my opinion, when customers and crew realize that there needs to be a change we need to listen to both customer and crew members. I am asking permission to research this problem further if I may. The best way to do this is to go back to the basics of customer service and remind the crew to treat the customers as they would want to be treated themselves. We need to improve our service and reputation, so that our establishment will be the best it can be.

        “A recent survey by Click Fox took a close look at what the repercussions are of a bad customer service experience. While 52 percent of disgruntled customers spout off to family and friends, an even more astounding 32 percent altogether will stop doing business with the company that wronged them” (What is bad Customer Service, n.d.)

In recent years, there have been many altercations between customers and fast food employees, many have resulted in the police being called and hospital visits from either customer or staff.  Therefore, I am suggesting that we must establish better guidelines in how we treat our guests as they are the mainstream of our business.        [pic 2]

These are a few of the ways to talk to a customer now here are a few that are not the way you talk to your customer.

[pic 3]

As you can understand there is a great divergence in the two scenarios.  Which would you rather hear over the loud speaker as in the drive through or even at the front counter.  This is what I am hearing and feel that it needs to be corrected as soon as possible or we will lose more customers.  When the customer is dissatisfied they will tell others, including the home office.  I have heard both from our order takers and our front counter person, this is totally wrong.  Our staff needs to be trained or deprogramed from how they are talking to customers.  In the memo below I am inquiring for help with this problem and will explain my answer or what I believe needs to be answered.

We live in a different generation from the one we grew up in and should show the staff the proper way to talk to people with the respect that they deserve as well as the respect the crew needs in everyday life settings.

Background

 I was on vacation and observed how other fast food restaurants handled a peak time or a busy time. I was amazed that they were having the same issues that I want to correct. The main complaint that I saw was that we were not greeted effectively, what I mean about that is “Hi, welcome to Burger King, can I help you”. My answer back was hello, how are you? How can I help you, today’s specials are Bacon Club sandwiches, can I interest you in trying one?  Another word, we can express these thoughts it was a pleasure serving you, is there anything else I might be able to get you. Thank you for your order, I see that you have not ordered a drink, can we make it a complete meal (suggestive selling) Those are ways to help retain customers and increase our profits. (Ross) We need to make sure that we have a clean restaurant as this shows the customer that we care about them and ourselves.  What we are trying to be supply our guests with an appealing product, quickly, accurately, and with a smiling face in a clean environment—can position themselves to win traffic, sales, and loyalty in a competitive industry. (Ross)

Our profits are controlled by our customers and if the customer is not satisfied, this will affect our bottom line and is why we need to give our patrons the best service as possible and for this reason, I feel that we need to have all the crew redo the computer program “GURU” (this is a program that has been made especially for Burger King). This program shows everything from washing dishes to cleaning the bathrooms, dining room, and cooking.  We should be testing the employees after the watch and pass the test on the computer as to what they learned, and possibly earn certificates for each module.  This would encourage the employees to learn and feel that they are accomplishing good, happy employees make for a great working environment.  However, there are many other examples is “The definition of a service improvement practice (SIP) used in this paper is a method, process, and way-of-doing-things whose purpose is to improve customer service processes by increasing service delivery performance and conformance quality and/or reducing their cost.” (Dickson). For example, constantly gathering and analyzing information about customer complaints and suggested service improvements are a valuable SIP because it focuses service process improvement efforts on customer-desired improvements.  Surveys are one of the ways that we are collecting data as to how our company is doing.  Customers are not the only people to get surveys, employees should be asked a question: what is the biggest problem that you face daily. (Groth, 2012)The feedback is not always positive but we can learn from this and turn a negative into a positive. Communicating with all segments of our customer bases, which are far more diverse today than in the past, is a challenge that all of us continue to face. Customers interact with one another and that can affect how others feel about their service at this restaurant or any business. The comfort of our patrons should be foremost on our minds every minute of the day. Currently, with the use of cell phones, we must remind our customers and crew that when you come to the counter that you are ready to order and put your phone down (nicely). There is nothing worse the listening to a customer on the phone while they are ordering (especially in the drive through) as this does cause an error on everyone’s part. “When service workers feel they are treated unfairly by customers, they are likely to experience state hostility during the service delivery processes”. (Groth & Grandey, 2012; Rupp & Spencer, 2006).