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Customer Service

Extracts from this document...

Introduction

Customer Service Assignment INTRODUCTION To complete this assignment I have to investigate customer service by writing a report on a chosen business. The business I have chosen for this is Mc Donald's. In 1974, McDonald's opened its first restaurant in the UK. Today, more than 2.7 million people in this country place their trust in McDonald's every day - trusting the Company to provide them with food of a high standard, quick service and value for money. Customer service is very important to the McDonald's because it says that they care about their customers. Customer service very important and vital part of any organisation, which is selling goods, or service because it exists to satisfy customers... Good customer service will bring you new and keep old customers but if you have bad customer service this will make customers unhappy and they will stop visiting you and the business will not have new customers. McDonald's operates in a very competitive market. It generally keeps its prices within a compatible range to its competition. What McDonald's can do to is to makes its self-different from its competitors (in a better way) is to exceed customer service. The customer service and food preparation areas contain original equipment used in the days when fresh potatoes were peeled, sliced, blanched and fried; milkshake mix and syrup were whipped up on the Multi-mixers; Coca-Cola and root beer were drawn from a barrel, and orangeade from the orange bowl. The company employed just under 49 000 people and over 19 000 more were employed by the McDonald's franchise. (I copied this information from McDonalds fact file 2001). By the end of 2000 there was 1, 232 McDonalds restaurants operating in UK, representing a total investment in property and equipment of over �1.4 billion. McDonald's Corporation, fast-food Restaurant Company based in Oak Brook, Illinois. Since the 1950s, McDonald's family-oriented restaurants have revolutionized the fast-food business and the company has become one of the best known in the world. ...read more.

Middle

This includes extremely recognised qualification in Health and Safety, food safety and first aid. All employees are also encouraged to show initiative in identifying their own training and development needs. McDonald's in the UK was accredited with the prestigious Inventor in People (lip) Award in December 1998 and again in July 2000. This achievement confirms McDonald's position as one of the UK's leading companies for training and development. Staff Members Hourly paid staff members receive continuous on-the-job training, supplemented by video film and training and development. On completion of their initial training, all staff members are eligible to receive a basic certificate in food hygiene, validated by the chartered institutes of environmental health. Management and Development Programme. The management development programme for those aged 21 or over either graduated or individuals with some previous management experience, offers a direct route into restaurant management by following an intensive structured training programme. E3) A concise and accurate account of how organisation has incorporated consumer protection into its customer service policy. Every organisation or business has to comply with laws and acts which protects consumers if businesses fall to meet the standards they will not be allowed to operate they may be stopped by organisations like OFT (office of fair trading). Businesses like McDonalds can also be stopped operating by their local borough for example McDonalds in Bromley can be stopped working by one of health and safety if he finds that the premises do not minimum standards (e.g. the food is kept in dirty place or premises are dangerous) needed he will immediately close the restaurant and fine the owner. Businesses are scared of this no matter how big or small they are, and they all have to meet minimum what is accepted from them but most of them try to do more than expected (minimum). McDonalds is a business that sells food and because of this it has to comply with many laws and acts i.e. ...read more.

Conclusion

I felt very angry because I waited 20 minutes for nothing I wanted to complain but there was no way to complain. I just went outside and visited next-door pizza shop. I will definitely newer go to that restaurant... These are the things, which McDonalds UK should improve: * They have very poor customer care; they should open a small customer service desk in every restaurant. Restaurants in USA have something similar to this they have one person who deals only with complains they should have this in UK. * Reduce queuing when it is very busy, they can do this by opening more checkouts. * Big restaurants should have some parking spaces this will definitely bring them some more customers. * They should also have cash machines outside restaurants so people can have easy access to their money. * They should definitely change their advertisement and have more adverts this will bring them more people. * They should have some kind of newsletter so that people can know what is new in the company and all special offers. * They should do home delivery like pizza shops - this will benefit both consumer and the business people will buy more and business will gain more revenue. * They should have one of those club card this will also benefit both consumers will be getting discount and business will get repeated business. Overall I think that their customer service in head office is very good. On the January16th 2002 I phoned the customer service and requested a student pack next day I received it. But when I phoned Ford I had to wait over a week and this showed me how good the customer service in McDonalds is. To finish this report I have used: AVCE Business Studies Customer service book from college library. Notes from class http://www.mcdonalds.co.uk/ McDonald's student pack 2001 UK head office of McDonalds: The corporate affairs department. McDonald's restaurant limited 11 - 59 High Road East Finchley London N2 8AW Tel: 0870 241 3300 Fax: 020 87 00 7068 Website: www. McDonald's.co.uk ?? ?? ?? ?? Akil Akil 29/April/2002 ...read more.

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