Customer Service

McDonalds believe that good customer service is the responsibility of everybody in the company. Every employee has a part to play in providing with a service with best practise found anywhere in the trade.

Products

McDonalds provide high quality products, such as burgers, fries, drinks, muffins, etc, which are safe and reliable that it does what it is supposed to do, but not only does the quality of the products matter, the good value for money affects the business. E.g. buy one extra value meal and get one free with a food voucher that represents the offer only. They ensure that a high standard of the product is carried out at all times and they try to compete very competitively with other fast food businesses with their good value for money. Also a customer would know if the product is good value for money by checking in another food outlet like KFC for their services and products.

McDonalds also play a role especially into the goods being safe to use and being very reliable with provided instructions. This will benefit the customer's safety and hoping to be very reliable during the customer's use because its helps the business to increase it sales by keeping the existing customers and attracting new ones.

The products of McDonalds are safely packaged when it is required for the product, in order the customer does not have any problems or and negative feedbacks to McDonalds. E.g. hot coffee cups have plastic lids on top so it does not spill or burn on the customer. Also, McDonalds ensure to offer nutritional guide of the product clearly state what the product contains.

Staff

However, not only the high quality standards of food affects the business, the staff who are presently providing the service are entitled to establishes him or her self 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 appreciated of feeling more welcomed and values them as a proper customer. E.g. if a customer was about to speak the staff operating the till would say 'hello, may I take your order please,' and when their products are given 'Thank you and please come again.'

Also, the staffs are to wear the correct McDonald's uniform, so they will be easily noticed by customers, if they need help by the staff wearing black trousers and top with a McDonalds logo on the t-shirt.

Premises

All premises in McDonalds are cared for very much and are cleaned before opening times and after closing times. These are well sign posted with safety signs so to ensure the customer does not endanger him or her self in any way. Also these premises are quite spacious which customers can easily work through for their own needs. Some McDonalds have two floors but the one I visited on Broad St has one floor, but it is quite spread out which contains tables and chairs on the side of the walls, so the customer can easily walk through. High chairs, baby changing area and disabled toilet, normal separate toilets for men and women.

Delivery

McDonalds do not deliver their goods as it is not recommended as a customer service in the business, but if a customer were to have a disability, their goods would have been delivered by a member of staff on their own free will.

After sales care

This basically consists on the employee asking the customer if he or she is satisfied, both with the company's goods and the service that it provides. Minor complaints are solved by staff on duty that apologise for the problem, provide the help or assistance required to check the customer is satisfied. E.g. the drink was flat, which the customer complained, so the staff had to give the customer another drink. If the problem is more serious, then it is referred to the manager