Beruflich Dokumente
Kultur Dokumente
Recognition - We find reasons to celebrate the achievements of others, and have fun
doing it
Excellence - We take pride in our work and have a passion for excellence
CHAMPS is the philosophy to ensure that the customer has the consistent quality
experience in every restaurant, every day, on every occasions and you will be playing role
in delivering CHAMPS to our customers.
d. How important are the following with regards to achieving a good service culture as
follows: If they used it, what are the results?
i) Service recruitment
The long-term success of the Company depends on its capacity to attract, retain and
develop employees able to ensure its growth on a continuing basis. This is a primary
responsibility for all managers. The KFC policy is to hire staff with personal attitudes
and professional skills enabling them to develop a long-term relationship with the
Company. Therefore, the potential for professional development is an essential
standard for recruitment. Each new member joining KFC becomes a participant in
developing a sustainable quality culture which implies a commitment to the
organization, a sense for continuous improvement and leaves no place for
complacency.
ii) Service communication
KFC also recognized from the start, the absolute importance of internal
communications. Service communications inform, educate and motivate the entire
organization. Creative communication channels surround everyone with relevant
service information, timely customer feedback, uplifting success stories, and current
challenges and objectives.
iii) Service recognition and award
Another important contributor to KFC has been the significant attention the senior
management has paid to rewards and recognition. It motivate the team to celebrate
service improvements. Incentives, acknowledgement, prizes, and praise all focus
attention and encourage greater service results.
iv) Voice of the customer
Excellent service providers know that all customers are not alike. And they
know what each type of customer prefers, and their priorities, in different service
situations. Customer complaints and compliments are the real-time voice of your
customer. These outspoken comments should be heard throughout your organization.
KFC uses the technology as one of the tool in hearing all the voices of its customers.
Actively participating with the social media sites such as Facebook, Twitter, etc. KFC
also a site, the KFC Customer Satisfaction Survey, which they value the candid
feedback and appreciate the time of the customer in completing the survey. By
presenting the receipts with validation code, customers can get gifts or freebies from
KFC.
KFCs employees especially those with higher position practice and value walk
the talk philosophy. It is essential that leaders, managers and supervisors be seen
giving excellent service to customers and to staff. Employees may know the Vision,
read the Mission and memorize the Values, but they will only BELIEVE in your
customer service culture when they see it and hear it from the people at the top.
The manager who tells the team Get out there and serve! while he stays
comfortably in back is not a service leader at all. The real service leader gets out on
the frontline to help whenever she can, especially when times are busy, customers are
angry or staff are overloaded.
REVIEW on KFC Imus (G/F Ilano Bldg. Nueno Ave. Brgy. Tanzang Luma, Imus, Cavite)
EMPLOYEES Review
Every day we had a lot of customers who visited our store to eat our best product.
Each day we work under pressure time and we handled it well.
Doing multitask during peak hours.
Our management was always make sure that we provide good services and following a
standard procedure.
My co-workers are all good, they also doing their job in their designated area.
Well, being a food server is not that easy specially during peak hours, too much
crowded and more orders that we have to make. But how hard it is, we always assured
that we make our best.
The most enjoyable part of the job? Well, a bond that we had after duty.
-Food Server (Former Employee)
Productive and fun workplace. Good shifting schedule. They also have nice
management. Having fun with co-workers to make the job less stressed.
- Restaurant Team Member (Former Employee)
CUSTOMERS Review
I always experience na laging kulang ang foods na inoorder namin for takeout.
Madalas sa bucketmeal kulang ang chicken. Ngaun naman walang funshots na binigay
sa order q.... Buti sana kung nakakabalik agad kmi s store kapag nsa bahay na kmi...
Ubos oras na mamamasahe pa ulit pra lng balikan..kaya minsan deadma na lang. - Iam
Anihr
Poor delivery service. Crew said its 1.5hrs but Almost 2.5hrs+ of waiting & still no
delivery & no update from crew. - Rachtsel Anne Aquino
Located at the old goldilocks, across Lotus Mall. Spacious but parking is a problem.
Limited slots available. -Mary
This branch of KFC has an awesomely fast Wi-Fi connection without a password! How
cool could that be? But of course, it is near the public market, so be prepared to its very
busy and loud ambience. - Jasper Jed Gueco
Horrible delivery service. If you order mad they say 45-1:00hour... The real time is
1:30-2:00. Im currently still waiting for my delivery. Ordered 6:34.. And the time is
8:01. Hans Lenon
They served me raw food, 2am kami nag order ng GF ko, sabi ko sa cashier for dine-in,
tapos ginawang to go? Suspicious. kaya pala, bloody yung mga chicken. ambiance is
good but the service is poor. Jem Tapiru