 Keeping
in Touch at Popeye’s
Popeye’s
Chicken & Biscuits has launched another program
called ‘Keeping In Touch’, in which Support
Center employees contact Popeye’s customers every
month.
Their job is to follow up with customers who’ve
complained after the Restaurant Manager or Area Manager
has taken action to resolve the complaint.
This program enables those not working with customers
on a daily basis to better understand vital customer
issues. It also spurs managers at the restaurants to
provide rapid service recovery.
These programs are simple yet powerful and positive.
The restaurant managers feel well supported and understood.
The people working in ‘head office’ feel
responsible and in touch with the customer service process.
And happy customers get the best of both worlds: rapid
attention, genuine concern and follow-through from all
parts of the organization.
Key Learning Point
Getting in touch.
Keeping in touch. Staying in touch. Good ideas. Good for
business, too. After all, employees who understand are
more productive. And customers who are well attended come
back.
Action Steps
Design a similar
program for your organization. Have your head office staff
spend a day or two working in the field. Have your field
staff spend a few days helping out at head office. Involve
everyone in the customer contact and follow-through process.
Next Article in Customer Service Contact >>
Whine, Moan & Complain - Then Contribute!
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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