Questions and Answers
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?
Hear, Evaluate, Apologize, Resolve, Delight - When things go wrong.
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?
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Define 2nd Mile Service.
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Give three examples of 2nd Mile Service.
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Who pays you?
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We treat our customers with __________, ______________, and _________.
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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?
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What is the Chick-fil-A Mission Statement?
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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.
