McDonald’s

Customers Services SkillsStudent Name

O’Malley, Ouellette, Plourde, & Roy 2009 2

Values •We place the customer experience at the core of all we do•Our customers are the reason for our existence. We demonstrate our appreciation by providing them with high quality food and superior service, in a clean, welcoming environment, at a great value. • We are committed to our people•We provide opportunity, nurture talent, develop leaders and reward achievement. We believe that a team of well-trained individuals with diverse backgrounds and experiences, working together in an environment that fosters respect and drives high levels of engagement, is essential to our continued success.•We believe in the McDonald’s System•McDonald’s business model, depicted by the “three-legged stool” of owner/operators, suppliers, and company employees, is our foundation, and the balance of interests among the three groups is key.•We operate our business ethically•Sound ethics is good business. At McDonald’s, we hold ourselves and conduct our business to high standards of fairness, honesty, and integrity. We are individually accountable and collectively responsible.

http://www.crmcdonalds.com/publish/csr/home/about/values.html

O’Malley, Ouellette, Plourde, & Roy 2009 3

Values Continued•We strive continually to improve•We are a learning organization that aims to anticipate and respond to changing customer, employee and system needs through constant evolution and innovation.•We grow our business profitably•McDonald’s is a publicly traded company. As such, we work to provide sustained profitable growth for our shareholders. This requires a continuing focus on our customers and the health of our system.•We give back to our communities•We take seriously the responsibilities that come with being a leader. We help our customers build better communities, support Ronald McDonald House Charities, and leverage our size, scope and resources to help make the world a better place.

http://www.crmcdonalds.com/publish/csr/home/about/values.html

4

WelcomeWelcomeHello Mr. Abdulla, Welcome to McDonald’sHow may I help you???Here are the product list which can we serve you.

Cheeseburger Quarter Pounder With Cheese McGriddles Filet-O-Fish Chicken McNuggets Chicken McNuggets Big Mac Fries

What We Sell

5

6

What is Customers ServicesWhat is Customers Services Customer service is a series of activities

designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.

Good customer service experience can change the entire perception a customer has of the organization.

From that perspective, customer service should be included as part of an overall approach to systematic improvement.

Customer service plays an important role in an organization's ability to generate income and revenue.

7

Importance of Customers Services Importance of Customers Services in our Companyin our Company

To satisfy customers with our products and services is our first preference.

The customers services creates loyal customers and customers retention.

We provide customers order number to minimize the time management issue.

We provide product according to the requirement of the customers.

8

Customers of the Customers of the CompanyCompanyThe customers of the company are the

external.Our customers are:

Who loving fast foods.Who works in different offices.ChildrenFamiliesBachelors etc.

9

Popular Promotions

•Toys with Happy Meals•Cars•Pirates of the Caribbean•Games- Monopoly/ Uno –Win various prizes and trips•Collectibles- Coca Cola Glasses, Beanie Babies•Olympic Games- Global partner of the Olympic games- reflects our commitment of the importance of sports and physical activities.•World Champions- 1,400 children from 51 countries had the opportunity to meet the world’s best soccer players at the 2006 FIFA World Cup.

10

Good Customers Service in Our Good Customers Service in Our CompanyCompany

We provide awareness about new products through different channel.

We follow the concept time management.We provide party and place for kids to

playWe provide Awareness to people on

different health issuesActive Listening of customers queriesEmpathy with the customersFree Wi-FiProblem Solving on different customers

queries.

11

Customers LoyaltyCustomers LoyaltyCustomer loyalty is the result of

consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services.

Our products are customers based we provide product according to specific taste of the customers that’s creates loyal customers.

O’Malley, Ouellette, Plourde, & Roy 2009 12

Ronald McDonald House Charities

•The mission of Ronald McDonald Charities is to create, find and support programs that directly improve the health and well being of children.•Ronald McDonald Houses are located all around the world and provide families a way to stick together in times of need when their children are ill. •Service Provided:

•Home-cooked meals •Private bedrooms •Playrooms for children•Special suites for children with suppressed immune systems •Accredited education programs •Recreational activities •Non-clinical support services •Sibling support services

13

World Children Day

McDonalds restaurants around the world celebrate world

children’s day with fundraising activities. In 2014, McDonalds raised more than $25 million worldwide to benefit Ronald

McDonald House Charities and other local children’s charities.

14

Mc Donald's Ethic for Mc Donald's Ethic for ManagementManagement

Never use Company computers or networks in a way that could compromise the security or integrity of Company information or software.

Never use Company computers or networks to access, receive or transmit materials

that are inappropriate, illegal or may violate our policy regarding confidentiality.

Do not loan, borrow, donate, sell or dispose of any Company property unless specifically authorized by the officer in charge.

Never use Company property, information or position for personal gain.

Never take part in any action that involves theft, fraud, embezzlement, extortion of misappropriation of property

15

Ethical or Non Ethical Behavior at Ethical or Non Ethical Behavior at Work PlaceWork Place

The duty of companies employees to follow the ethical activities at the work place.

The employees should liable for the for dispose off the waste.

The employees are liable to clean the tables after serving.

The customers must compromise with the serving people.

16

Feed BackFeed Back The company focusing to take feed back

from the customers. The company keep in touch with the

customers through different channels like, email, message etc.

The company creates awareness campaigns on different health issues.

The company keep in touch with customers to aware about new product development.

O’Malley, Ouellette, Plourde, & Roy 2009 17