• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Customer service in MacDonalds.

Extracts from this document...

Introduction

What is customer service? Customer service is primarily about how McDonalds stays ahead of its competitors by offering its customers something more then its competitors do. Customer service is also about how McDonalds looks after its customers. Who are customers? McDonalds customers can be categorised into distinctive groups and they are: How the employees at McDonalds provide good customer service All the members of staff that work at McDonalds have to have good customer service skills so that they can provide the customers with good/effective customer service. The skills needed to provide a good/effective customer service are: > Good communication skills > Be dressed smartly and tidily when working > Be understanding > Friendly > Good listening skills > Have good knowledge about products Good communication skills The members of staff at McDonalds need to have good communication skills so that they communicate with the customers effectively. The members of need to be able to speak clearly so that customers would understand what they are saying and no confusions are caused. Be dressed smartly and tidily when working All the members of staff at McDonalds need to be dressed in a tidy and smart way so that they look represent able. ...read more.

Middle

If the customer service wasn't improved and the customer service was poor then customers would not go and eat at McDonalds and go to McDonalds competitors. Even improving the customer service in unnoticeable ways helps any business including McDonalds to attract more customers and even be popular with some customers. Even if the customer service provided by a business is good/effective the business should always concentrate on keeping that standard of customer service and try to improve it as much as the business can. The spider diagram above shows how McDonalds can improve its customer service below is a spider diagram to show what McDonalds have done to improve their customer service so far. On the previous page I have mentioned a few of the changes that McDonalds have made to improve their customer service, I will now explain the points. Improved the taste of the children's food and sell fruit- this has been advertised on T.V a lot that the taste of the happy meal foods taste has changed. This is an improvement to the customer service by the way that children would be happier with what they eat at McDonalds, and it may possibly tempt children to ask their parents to take them to McDonalds to eat. ...read more.

Conclusion

If a customer is angry and has a bad temper due to a complaint they are making it is a member of staffs responsibility to calm the customer down by telling them that they're problem will be solved as soon as it can. Members of staff may decide to take the angry customer aside from the other customers because it may be disturbing the other customers; this is a good idea. The member of staff will always remain calm and apologise to the customer. At McDonalds customers cannot exchange their food, like customers of a clothes retail shop could do. McDonalds sells food therefore it is unhygienic that food is exchanged after it has been purchased. This is a form of good customer care as well because it shows that McDonalds is hygienic. McDonalds also aims to keep customers safe whilst they are in the premises of the restaurant to ensure customers and the members of staff are safe McDonalds abides by legislations such as the health and safety Act, consumer protection Act 1987, supply of goods and service Act 1982 and the Data Protection Act 1984. As well as following these legislations McDonalds treats all its customers equally regardless of their background, colour or race. Below a chart that outlines the effects of good/effective customer service. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Marked by a teacher

    McDonald's. What are the Management functions at McDonald's?

    5 star(s)

    Conversely, people give responsibilities without authority either do nothing, or assume authority they do not have. Both situations are obviously unsatisfactory. Just because a manager delegates a job to someone else, it does not mean the manager cases to be accountable for the carrying out of the job.

  2. Classify the business according to its ownership - McDonalds

    share of the market Increasing sale or market share: Growth occurs when there is an ongoing increase in an economy's production of goods and services. Many businesses pursue growth strategies because their managers believe that this essential for survival. If the firm grows, it grows with more customers, earn higher profits and begin to establish itself in the market.

  1. Customer service Tesco's customer expectations

    All the rules and regulations are the theory but what Tesco actually do to look after their customers is the practice. Am going to examine the ways in which Tesco establish, monitor and constantly try to improve customer service. A huge organisation like Tesco can provide a wide range of

  2. Human resources at McDonald's

    Staff turnover is analysed in order to help McDonald's forecast future losses ant to identify the reasons people leave McDonald's. A degree of staff turnover may be advantageous to McDonald's as fresh staff can be recruited, promotion channels can be opened up and it may allow for natural wastage when McDonald's is trying to reduce its workforce.

  1. Ownership and location of Tesco and McDonalds

    The shareholders fund the company by simply buying shares. Investors buying shares in Tesco would feel safer buying because they will get limited liability. This means that only money that has been invested can be lost if Tesco fails. The shareholders do not get a profit from Tesco; they make

  2. Tesco Customer Service.

    only deal with the 'interesting' complaints because just by loosing 1 customer it can lead to loosing 100 just by people talking about it. This is why Tesco take their customer service seriously and try their best to deal with every complaint.

  1. Methods used by Tesco to monitor if good customer service is taking place.

    Do you have health and safety regulation? Yes we do, this is usually done to ensure are customers both internal and external customer are shopping in a clean and tidy store to prevent accidents form occurring. 5. Do you have a safety book?

  2. Communication between nursery children

    that when the children come back to school from their Christmas holidays the teacher would ask hem how it has been and what they have been up to, and what they got for Christmas. It would also be used when children have had an exam to see how well they

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work