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Introduction

AVCE Business Mubbashar Rana Customer service Unit 10 Introduction I have been instructed to produce a detailed manual based on Customer service within a company of my choice. I have chosen McDonalds Restaurant as it has very good customer service which the majority of large recognized companies lack. During this manual I will be engaged in observation by doing research via interviews with staff and managers, internet websites, books or handouts based on McDonalds, and annual reports and fact packs available. Through out my investigation, I will be looking at the level of customer service provided within McDonalds and looking in detail at specific elements. I will be identifying such elements including different types of customers and their needs, skills required in order to provide effective customer service, how consumer protection is incorporated into its policy, strategic objectives, how the organisation uses customer service to meet its customer needs and objectives, customer service techniques, procedures and quality standards, and improvement. ...read more.

Middle

Many organisations consider themselves to be fully well aware of the needs and wants of their customers. Organisations consider customers to be of vital importance since this is the key to business success. In my personal view if an organisation manages to keep the customer in mind at all times, then inevitably it will increase its market share, provide better services than those of the competitors, it will maintain its current customers and attract new ones. Specific customer services are as follows: * Giving the customer information and help * Processing refunds and dealing with replacement * Handling customer complaints * Giving advice on after-sales service * Taking steps to prove that the organisation is interested in the needs and wants of the customer * Answering the telephone promptly * Replying to all forms of communication made by customers * Trying to avoid releasing any confusing or misleading Information * Always being polite and courteous * Offering a quality service throughout all aspects of the business activity I have chosen McDonalds for this assignment mainly due to its highly rated customer service. ...read more.

Conclusion

Today, customers demand greater convenience and want to visit a McDonald's wherever they are, and will visit a restaurant anytime of day and expect quality no matter what the circumstances are. In my view McDonalds has used customer convenience and research as the driving force behind new restaurant locations, which has led to new McDonald's in sites as varied as cross-channel ferries, a bowling alley and London's former County Hall. The Company is committed to responsible growth, and works closely with local planning officers and community groups when developing a new restaurant McDonald's is one of only a handful of brands that command instant recognition in virtually every country of the world. McDonald's began with one restaurant in the US in 1955 and today there are more than 26,500 restaurants in over 119 countries, serving around 39 million people every day making McDonald's by far the largest food service company in the world. McDonalds currently employs around 50,000 people throughout the world. There are over a 1000 restaurants based in the United Kingdom which employs approximately 14000 people. ...read more.

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