Workplace Supervision

PROVIDING TOTAL QUALITY THROUGH A MODELED CUSTOMER SERVICE APPROACH

Workplace Supervision

Elnora Farmer

11/30/12

A good customer service model is key in creating total quality for your business. The concept of selling quality service has been tried and proven. If you look closely you will see that the reason why most of these companies thrive so well is not just because the product that they are selling is better than the next brand, but because they sell you that product with an extra something that you really makes you feel good and makes you want to keep coming back to buy from them. If customer service wasn’t so important then why do companies like Chic-fi-la, Starbucks, Ritz Carlton & Apple spend millions of dollars to make sure that their employees are well trained in their customer service model approach, because it is very important.

Chic-fil-A president Dan Cathy motivates everyone from franchisees to store cashiers with a passion for service and how much more service is worth to the individual as well as the company. You see customer-centered leadership is the pillar to Chic-fil-A’s service. You wonder to yourself, well are people so passionate about fast food, especially Chic-fil-A. There are a few reasons. You will notice that at the end of each transaction after a purchase at Chic-fil-A instead of “You’re welcome,” you hear “My pleasure.” (Salter, 2012) Not the usual words that you will expect to hear from a fast food establishment. That concludes that manners play a key role.

What better way to grow your business fast and free than to employ customers as ambassadors so when a new store opens, they can spread the word to others in the immediate area. Cathy gives 10 coupons for free meals as he deputizes fans of the restaurant chain for them to go out and spread the word as they hand out each coupon to a different person. That’s genius marketing. For you to have such...