Mcdonals Reet A1 (Priya)

1st
McDonald's also contributes to the goods being reliable and safe to use when used
according to the stated directions. Because it enables the company to grow its sales by
keeping the current customers and luring new ones, this will boost the customer's safety
and hopefully prove to be extremely dependable during the customer's use. When it is
necessary for the product, McDonald's items are carefully packaged so that customers won't
experience any issues or give the company unfavourable comments. For instance, hot coffee
cups have top plastic covers to prevent spillage or burns to the client. McDonald's also
makes sure to provide nutritional information that makes it apparent what the food
comprises.
EMPLOYEES
However, the staff who are currently providing the service are entitled to establish
themselves with their tone (the sound of the voice), manner (the level of maturity),
language, and body language well enough to satisfy the customer and to make them
appreciate of feeling more welcomed and values them as a proper customer. The business is
affected by more than just the high standards of food. For instance, the cashier would say,
"Hello, may I take your order please," then after the customer had their order, "Thank you
and please come again." Additionally, employees must don the proper McDonald's attire so
that customers may recognise them when they need assistance.
2nd
There was a time when McDonald's customers were becoming less satisfied. They turned
their attention to improving their business through their workers' focus on the client
experience after two years of declining scores.
McDonald's has consistently placed lowest in the annual American Customer Satisfaction
Index since 2014. (ACSI). Over a period of two years, they had experienced a 9% reduction in
consumer satisfaction.
Unhappy with the outcomes, McDonald's realised that the only way to move forward was to
pay attention to what their customers had to say. After doing some investigation, they
discovered that the main complaints they were getting had to do with bad customer service.
The principal issues were:
Orders that are incorrect; lengthy waits for food; rude staff; and unhygienic restaurants.
McDonald's decision to put more emphasis on the customer experience was driven by the
realisation that satisfied customers and happy, informed employees go hand in hand.
Therefore, that dedication put a larger emphasis on the employee experience.
It was wonderful news for a company that frequently heard employee-related complaints
from customers. Slow service and erroneous drive-through orders were the two most often
voiced complaints. Because personnel were delaying other customers while they corrected
one customer's faulty order, these two significant complaints frequently occur together.
McDonald's further analysis, as part of the focus on employees, found two crucial
components it needs to invest in. These related to employee pay and training.
Happy workers equal happy customers.
1) Good Pay: Although better pay compensation is by no means the solution to increasing
worker motivation to provide excellent customer service, it is at the top of McDonald's list
as a result of employee input. Steve Easterbrook, the CEO of McDonald's, claims that the
compensation increase he enacted produced the desired outcomes. Customer interactions
improved, survey results improved, and staff turnover rates decreased as a result of content
employees. Employees with more product and process expertise are a result of their loyalty,
which caused them to stay with the company longer.
Simply said, contented workers are more motivated to work hard and are more likely to stay
in their existing positions. Accordingly, happier employees are more likely to be more
productive and more likely to stay with the company, with consequent benefits.
2) Provided Training:
McDonald's also enhanced worker training and procedures as part of addressing the
underlying reason of a bad customer experience. Customers receiving the incorrect food
was decreased by the staff just repeating each order. The order process was delayed by a
few seconds as a result of this exercise, but it was much faster than having to correct wrong
orders.
More significantly, it avoided the annoyance and irritation that these errors caused in
customers. And we can connect this to better client satisfaction. Additionally, McDonald's
instructed its staff on how to utilise the extra time.
3rd
In order to guarantee dependability and accountability among its staff, McDonald's has put
in place a number of safeguards. These actions consist of the following:
1. Performance Reviews: McDonald's has put in place a performance evaluation system that
helps to make sure everyone is held responsible for upholding the standards of the
business. Employees receive feedback on their performance through the performance
review system, providing them a chance to develop and get better.
2. Performance Bonuses: McDonald's rewards employees who put out exceptional work
with performance bonuses. Employees are encouraged to accept responsibility for their job
and are motivated to strive for excellence as a result.
3. Training Programs: In order to keep staff members abreast of the most recent
developments in the industry, McDonald's offers training programmes. This keeps workers
aware about their work and informed, making McDonald's also gives its staff members
recognition for their efforts and accomplishments. Employees are encouraged to maintain
responsibility and dependability in this environment of gratitude and acknowledgment.
5. Quality Control: To ensure that all goods and services meet the high standards set by the
business, McDonald's has implemented a quality control system. This makes it feasible for
customers to have the best experience and for staff to be held responsible for delivering
high-quality services.
reference for answer 1:
https://www.123helpme.com/essay/Customer-Service-at-McDonalds-164480
reference for ans 2:

http://www.smokeci.com/blog/2017/06/21/learn-mcdonalds-success-comes-customer-
experience?hs_amp=true
Fowler, W. (2015). How Does McDonald's Develop Accountability and Reliability Through Its
Employees? Retrieved from http://smallbusiness.chron.com/mcdonalds-develop-
accountability-reliability-through-employees-63458.html

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1st

The principal issues were:

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