Burger King Analysis

Introduction It has come to my attention Professor Flynn that our customers are dissatisfied with the way they are being treated. It seems that the training for the crew members seems to be lacking. We have talked to our employees and asked what they need from us and their answers were standard, we need to be trained better. In order to do this, I am doing some research into which would be the best way to accommodate this. In my opinion, when customers and crew realize that there needs to be a change we need to listen to both customer and crew members. I am asking permission to research this problem further if I may. The best way to do this is to go back to the basics of customer service and remind the crew to treat the customers …show more content…
I was amazed that they were having the same issues that I want to correct. The main complaint that I saw was that we were not greeted effectively, what I mean about that is “Hi welcome to Burger King, can I help you”. My answer back was hello, how are you? How can I help you, today’s specials are Bacon Club sandwiches, can I interest you in trying one. Other words, we can express these thoughts it was a pleasure serving you is there anything else I might be able to get you. Thank you for your order, I see that you have not ordered a drink, can we make it a complete meal (suggestive selling) Those are ways to help retain customers and increase our profits. (Ross) We need to make sure that we have a clean restaurant as this shows the customer that we care about them and ourselves. What we are trying to is supply our guests with an appealing product, quickly, accurately, and with a smiling face in a clean environment—can position themselves to win traffic, sales, and loyalty in a competitive industry. …show more content…
This program shows everything from washing dishes to cleaning the bathrooms, dining room, and cooking. We should be testing the employees after the watch and pass the test on the computer as to what they learned, and possibly earn certificates for each module. This would encourage the employees to learn and feel that they are accomplishing good, happy employees make for a great working environment. However, there are many other examples is “The definition of a service improvement practice (SIP) used in this paper is a method, process, and way-of-doing-things whose purpose is to improve customer service processes by increasing service delivery performance and conformance quality and/or reducing their cost.” (Dickson). For example, constantly gathering and analyzing information about customer complaints and suggested service improvements are a valuable SIP because it focuses service process improvement efforts on customer-desired improvements. Surveys is one of the ways that we are collecting data as to how our company is doing. The feedback is not always positive but we can learn from this and turn a negative into a positive.