![]() I am a regular and know many people who work at McDonalds and have noticed the significant amount of approachable staff that help when asked for information. I have chosen McDonalds for this assignment mainly due to its highly rated customer service. In my personal view if an organisation manages to keep the customer in mind at all times, then inevitably it will increase its market share, provide better services than those of the competitors, it will maintain its current customers and attract new ones. Organisations consider customers to be of vital importance since this is the key to business success. Many organisations consider themselves to be fully well aware of the needs and wants of their customers. Customers will return if treated with well, if customers have received good service from the organisation they will recommend it to their family and friends (positive/negative word of mouth), good practice will exist in every aspect of the organisations activities, and if customers are happy with the service and the employees do not have to deal with a constant stream of dissatisfied customers which will have a positive effect on employee morale. If good customer service is provided, customer needs are fulfilled and all parties are pleased. Order custom essay Customer service of McDonald’s Customer service nowadays is taken very seriously as there is a high amount of competition. ![]() In other words, there is generally a gap between the service provided by a company and the service the customer expects. In detail it is the service quality as perceived by a user that depends on the size and direction of the gap between the expected service and perceived service, which in turn depends on the nature of the gaps on the service providers side, associated with the marketing, design and delivery of services. Customer service is essentially the service a company provides that meets or exceeds customer needs and expectation. I will be identifying such elements including different types of customers and their needs, skills required in order to provide effective customer service, how consumer protection is incorporated into its policy, strategic objectives, how the organisation uses customer service to meet its customer needs and objectives, customer service techniques, procedures and quality standards, and improvement. Through out my investigation, I will be looking at the level of customer service provided within McDonalds and looking in detail at specific elements. During this manual I will be engaged in observation by doing research via interviews with staff and managers, internet websites, books or handouts based on McDonalds, and annual reports and fact packs available. I have chosen McDonalds Restaurant as it has very good customer service which the majority of large recognized companies lack. ![]() I have been instructed to produce a detailed manual based on Customer service within a company of my choice.
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