Questions and Answers
What are the 5 steps for handling customer complaints?
Greet the customer, listen attentively, apologize, solve the problem, thank the guest
How could you provide a special experience for a child?
Talk to them at eye level, greet them separately from their parents, hand them their meals
On the front counter, what does it mean when the footer of an order turns red?
The order has exceeded the 90 second service time
You should have enough dry stock in your work area to last ______ hours, and refrigerated stock to last ______ hours.
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A guest should be greeted ______.
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What is the holding time for brewed coffee?
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Hot and cold items should be bagged separately.
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How many items can go into each bag?
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How do you know if an order is eat in or take out on the Expo monitor?
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What item is always first in assembling an order?
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Name at least 5 issues you should ask your manager to handle.
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What kind of coffee beans are in our coffee?
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When possible you should greet guests by their ______.
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What items are always prepared last in order assembly?
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It's important to keep the flow moving. If there is no assembler filling order, take ______ orders then assemble the ______ order, take a third order, then assemble the ______ order.
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A guest's total experience time should not exceed how long?
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Give 1 example of how you can positively impact each of the following areas in the restaurant.
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When a guest uses an arch card, you should do what two things?
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Guests tell us we can be more attentive, give two examples of how you can do this with every guest.
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What are two ways you can help our guests find their favorite menu item?
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Study Notes
Customer Complaint Handling
- Five steps to manage complaints: greet the customer, listen attentively, apologize, solve the problem, and thank the guest.
Creating a Positive Experience for Children
- Engage children at eye level, greet them separately from their parents, and personally hand them their meals.
Order Timing
- A red footer on the front counter monitor indicates an order has exceeded the 90-second service time.
Stock Management
- Maintain enough dry stock for 24 hours and refrigerated stock for 2 hours.
Customer Greeting
- Guests should be greeted immediately upon arrival.
Brewed Coffee Guidelines
- Brewed coffee held in a glass pot should be discarded after 30 minutes.
Bagging Protocol
- Hot and cold items should always be bagged separately.
Order Assembly Guidelines
- Bag capacity:
- A: 1-3 items
- B: 4-6 items
- C: 7-9 items.
Order Identification
- On the Expo monitor, "tray" indicates eat-in orders while "bag" indicates take-out orders.
Order Assembly Sequence
- Oatmeal is always prepared first when assembling an order.
Managerial Issues
- Issues to escalate to a manager include:
- Discrepancies in change
- Refunds or overrings
- Undercooked food or complaints about food quality
- Media inquiries about the restaurant
- Situations involving abusive language or violence from guests.
Coffee Bean Quality
- All coffee served is made from 100% Arabica beans.
Personalized Service
- Greet guests by name whenever possible to enhance the customer experience.
Final Assembly Items
- Non-product items are always prepared last in order assembly.
Order Flow Management
- Keep order flow efficient: take two orders, assemble the first, take a third order, then assemble the second.
Guest Experience Time
- Total experience time for a guest should not exceed 3 minutes and 30 seconds.
Impacting Restaurant Performance
- Positive customer interaction can be achieved by:
- Being nice: Always greet customers with a positive attitude.
- Being fast: Serve orders efficiently and handle other duties in between waiting periods.
- Being clean: Maintain a tidy area, sweeping and mopping between orders.
- Getting it right: Double-check order contents for accuracy.
- Making it right: Follow the five steps for resolving customer complaints if errors arise.
Arch Card Protocol
- When accepting an arch card, state the balance and inquire if the guest wants to reload it.
Attentiveness to Guests
- Increase attentiveness by being the first to approach the counter and maintaining good eye contact with guests.
Assisting Guests with Menu Choices
- Help guests find their favorite items through suggestive selling and offering samples.
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Description
Test your knowledge with these flashcards focused on the service operations at McDonald's front counter. Review key steps for handling customer complaints and creating memorable experiences for young guests. These flashcards are ideal for training and improving customer service skills at South McDonald's.
