Scenario 5.2 Customer Complaint about Counter Crew
RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew.
-Please refer to Scenario 5.2.The manager decided to provide customer service training which would involve a large behavioural component so as to improve the counter crew's customer service behaviour and communication.What training method would be most effective?
A)on-the-job training
B)role playing
C)job rotation
D)vestibule training

Question

Quizplus · Accepted Answer

Role playing would be the most effective training method as it allows the counter crew to practice and improve their customer service skills in a simulated environment. This would help them to better understand the importance of positive communication and customer satisfaction, and allow them to receive feedback and support from their peers and supervisors. Additionally, role playing allows for specific scenarios to be created and addressed, such as dealing with rude customers or handling complaints.

Scenario 5.2 Customer Complaint About Counter Crew