This qsrmagazine.com article clearly discusses the advantages for restaurants where staff are trained to deliver the brand experience. It is noted that too often a checklist driven training initiative is provided. However, the checklist totally lacks customer service techniques and understanding of brand specifics for achieving customer needs.
Bob Phibbs, the “retail doctor” suggests that quick serve restaurants have a hard time in today’s world because they do not recognize the need to fulfill the guest connection with the brand. Successful businesses amend employee focus so staff know how to communicate properly with customers.
Kevin Higar of Technomics agrees that customers will leave if they are not comfortable. Success stories from Subway and Starbucks support the philosophy that sales will increase when the employee is meeting the customer’s needs. Not surprisingly, research findings by Coyle-referred professional evaluators are the documents used to substantiate these client goals and a tool by which restaurants train for employee excellence.
Read the article here:
