How does an organization with roughly 760,000 employees worldwide maintain positive customer service scores? With an 8 point increase in customer service ratings in 2011 (American Customer Service Index), McDonald’s has built an admirable organization with strong customer service values. Excellent customer service skills are not naturally occurring in most humans, but with proper training and coaching, these skill sets can evolve and become natural in daily interactions.
While some employees pick up these capabilities more extensively, others prefer a less confrontational position allowing themselves to work on an individual basis. This separation of traits should be a natural process determining which workers are fit for face to face, customer interactive roles. Keep in mind; the employees engaging with customers on a daily basis become the face of the organization and project company values and principles. Superior organizations can agree on one aspect of keeping customers happy, adjustments must be made to sustain satisfaction.
As surroundings change and influences shift, strategies must transform to remain relevant and meet the various needs of consumers. McDonald’s for instance, has honed in on the current change within their market; a desire to consume more “healthy” foods. This veer away from McDonald’s traditional fat-laden offerings could have cost the company millions of dollars. However, with the realization of this trend, company executives created a variety of new products to parallel customer tastes. The addition of smoothies, fruits and lighter options has assisted in not only sustaining their share of the market, but increasing sales. Great organizations depend upon the customers that frequent them; rarely does everyone prefer their orders the same way or their customer experience identical, but putting solid core values in place and driving home the importance of superior customer service allows organizations to not only succeed, but be recognized for their efforts and accomplishments!
Reference: http://info.profilesinternational.com/profiles-employee-assessment-blog/bid/104425/the-heart-of-mcdonalds-success-exceptional-customer service?source=Blog_Email_[The%20Heart%20of%20McDonal]
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