Chris DeRose published an article at Business Insider addressing the fact that McDonald’s is failing at customer service, with a vice president of the company openly talking about the “rude or unprofessional employees” at some franchises. Here are DeRose’s suggestions:
- Create shared emotion around delivering a great customer experience.
- Keep simplifying work processes and rules
- Invest more in tools and training.
- Reward and recognize great service.
What DeRose doesn’t suggest? Paying the employees a living wage.
Collage by David Scherer Water, used with permission