Podcast
Questions and Answers
What is the CORE 4 and when do we use it?
What is the CORE 4 and when do we use it?
Create eye contact, Share a smile, Speak with an enthusiastic tone, stay connected to make it personal - Everyday, all day, with everyone.
What is the H.E.A.R.D Model and when do we use it?
What is the H.E.A.R.D Model and when do we use it?
Hear, Evaluate, Apologize, Resolve, Delight - When things go wrong.
What makes up a Raving Fan and why are they important?
What makes up a Raving Fan and why are they important?
Someone who pays full price, comes often, and tells us and others about CFA.
What is the Raving Fan Strategy?
What is the Raving Fan Strategy?
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Define 2nd Mile Service.
Define 2nd Mile Service.
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Give three examples of 2nd Mile Service.
Give three examples of 2nd Mile Service.
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Who pays you?
Who pays you?
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We treat our customers with __________, ______________, and _________.
We treat our customers with __________, ______________, and _________.
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Who are the High Needs Guests and what do we do differently with them?
Who are the High Needs Guests and what do we do differently with them?
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What 4 things make up Operational Excellence?
What 4 things make up Operational Excellence?
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What is the Chick-fil-A Mission Statement?
What is the Chick-fil-A Mission Statement?
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What is the North Collins Mission Statement?
What is the North Collins Mission Statement?
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Study Notes
Chick-fil-A Core Values
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CORE 4: A customer service approach that includes creating eye contact, sharing a smile, speaking with enthusiasm, and staying connected; applied everyday with everyone.
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H.E.A.R.D Model: A framework for handling customer issues consisting of five steps: Hear, Evaluate, Apologize, Resolve, and Delight; used when problems arise.
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Raving Fan: A customer who pays full price, visits frequently, and shares positive experiences with others; critical for brand loyalty.
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Raving Fan Strategy: Focuses on achieving operational excellence, providing 2nd Mile Service, and utilizing emotional connections in marketing.
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2nd Mile Service: Defined as exceeding customer expectations; making the extra effort to enhance the customer experience.
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Examples of 2nd Mile Service: Includes holding doors open for guests, escorting guests to their cars with umbrellas, and celebrating special occasions for customers.
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Customer Payment: Acknowledges the principle that customers are the ones who financially support the business.
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Customer Treatment: Emphasizes treating customers with honor, dignity, and respect.
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High Needs Guests: Includes the elderly, disabled, and families with children; special attention includes carrying items to their tables and ensuring they have all necessary condiments.
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Operational Excellence Components: Four key elements include taste, speed, attentiveness & courteousness, and cleanliness.
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Mission Statement: The Chick-fil-A mission is to be "REMARK"able, highlighting their commitment to exceptional service.
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North Collins Mission Statement: Aims to foster a culture for team members, customers, and the community that supports the realization of their dreams.
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Description
Test your knowledge on the core values and customer service strategies at Chick-fil-A. This quiz covers essential concepts like the CORE 4, the H.E.A.R.D model, and the Raving Fan Strategy. Dive into the practices that promote exceptional customer experiences and brand loyalty.
