Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
21 Cards in this Set
- Front
- Back
- 3rd side (hint)
|
What are the 4 steps of being a crew trainer? |
Prepare, present, try out, follow up |
P_______
P______ T__ o__ F_____ u_ |
|
|
What is the McDonald's brand promise?
|
Crew satisfaction, Quality, Service, Cleanliness, and Value
|
Think along the lines of QSC&V!
|
|
|
What are the parts of crew satisfaction?
|
Crew satisfaction is when a crew member feels confident, is projecting a positive attitude, feels a part of the team, and feels like they're treated with respect and valued.
|
Page 6 in your crew trainer workbook covers these in detail! 4 parts
|
|
|
What is quality?
|
Hot and fresh food
|
|
|
|
What is service?
|
Our service should be fast, accurate, and friendly.
|
|
|
|
What is cleanliness?
|
Our restaurant should be clean and the managers and crew should display good hygiene
|
|
|
|
What is value?
|
Giving the customer their money's worth |
|
|
|
Why is the brand promise critical?
|
The guests leave with a smile, they come back more frequently, and they tell friends
|
|
|
|
What is your role as a coach?
|
Encourage and support trainees, correct behaviors outside of training, complimenting good behaviors, and encouraging the crew to smile |
|
|
|
Who do crew trainers communicate with?
|
Crew, managers, and guests |
|
|
|
How should you communicate in the restaurant?
|
With courtesy and respect, speaking clearly, listening actively, and by being patient
|
|
|
|
What are some things you can do to better communicate with those who speak different languages?
|
Avoid slang, learn key words in that language, user gestures, use training SOC's |
|
|
|
What is appreciative feedback?
|
Giving positive compliments on what the person is doing well |
|
|
|
What is constructive feedback?
|
It corrects a bad behavior in a positive way
|
|
|
|
What is effective feedback?
|
Appreciative + Constructive feedback
|
|
|
|
What is the first step of being a crew trainer? What does it entail?
|
Prepare: Read the trainers notes, trainers tools, and tips job aids
|
|
|
|
What is the second step of being a crew trainer?
|
Present: Use the e-learning courses, or training SOC's
|
|
|
|
What is the third step in being a crew trainer? What does it entail?
|
Try Out : Use station guides and service reminders. Refer to Training SOC's for more detail
|
|
|
|
What is the fourth step of being a crew trainer? What does it entail?
|
Follow up : Use the follow up SOC's for verification
|
|
|
|
What is a Foundation Course?
|
It's the course that all new employees must take to cover the basics of professionalism and hygiene
|
|
|
|
What are the two parts to being an expert?
|
Knowing what to do at a station and evaluating the skills of a trainee at the station |
|
