KFC Training Manual Presentation 2024 PDF

DSG KFC INDUCTION Yum! Brands, Inc Yum! Brands Incorporation Yum! Brands, Inc. is a multinational fast-food corporation headquartered in Louisville, Kentucky. It is one of the world's largest restaurant companies, with over 50,000 restaurants in more than 150 countries and terri...

DSG KFC INDUCTION Yum! Brands, Inc Yum! Brands Incorporation Yum! Brands, Inc. is a multinational fast-food corporation headquartered in Louisville, Kentucky. It is one of the world's largest restaurant companies, with over 50,000 restaurants in more than 150 countries and territories.  Yum! Brands Backstory: Established as a spin-off from PepsiCo in 1997, the company has become one of the largest fast-food restaurant corporations globally in terms of system units under the Yum! The merger announcement with Tricon Global Restaurants in March 2002 led to Yum!. Yum! initiated co-branding trials in 2002, pairing Pizza Hut with Pasta Bravo, Back Yard Burgers, and A&W.  Yum! Brands Backstory: In 2004, an experimental cafeteria-style restaurant called East Dawning opened in Shanghai. Despite initial setbacks, adopting the successful KFC business model in China proved to be a turning point for Yum! Brands. Yum! expanded its portfolio by acquiring several technology firms in 2020 and 2021. Notably, it acquired Heartstyles in March 2020, a versatile omnichannel training company.  Yum! Brands South Africa Yum! Brands has a strong presence in South Africa with KFC and Pizza Hut franchises. KFC is popular, while Pizza Hut is expanding to meet the demand for fast-food options. The company's success is attributed to localization, strategic expansion, community engagement, and sustainability initiatives. KFC History KFC Backstory KFC was established in 1930 in Louisville, Kentucky, United States of America, by Harland Sanders, famously known as 'Colonel Sanders.' A seasoned entrepreneur, Colonel Sanders embarked on this venture in his sixties, initially selling fried chicken from a roadside establishment in Corbin, Kentucky, amidst the challenges of the Great Depression. Recognizing the potential of restaurant franchising, the first KFC franchise emerged in Salt Lake City, Utah. In 1964, the Brand transitioned to new ownership under investors spearheaded by John Y. Brown and Jack C. Massey.  KFC Backstory The international expansion of the brand commenced in the mid-1960s, with outlets opening in Canada, the United Kingdom, Mexico, and Jamaica. Subsequently, in the 1970s, the brand shifted ownership to Heublein, which later fell under the umbrella of the R.J. Reynolds Food & Tobacco conglomerate. PepsiCo acquired the brand, eventually transferring its restaurant division to Tricon Global Restaurants, later rebranded as Yum! Brands. A significant milestone for KFC unfolded in 1987 when it became the inaugural Western restaurant chain to establish a presence in China.  KFC Africa KFC established a significant presence in South Africa in 1971, expanding to over 300 outlets by 1994. The brand then ventured into neighboring markets like Namibia and Botswana before launching in Nigeria in 2009. KFC further expanded to Kenya, Ghana, and other African countries by 2012. Currently, South Africa hosts about 1000 KFC outlets, all sourcing poultry locally.  Yum! Brands is our client who is overseeing KFC franchise operations for Africa. We are in partnership with KFC Global who is Relationship managed by Yum!. between YUM These relationships are mutually beneficial for the organizations. Yum! Can focus on expanding its reach into the KFC & DSG fast-food chain industry. KFC is receiving exposure through its global expansion. DSG is receiving value through growth and credibility with this partnership with Yum!. Contact Us - Website: https://dsg.co.za/ Call: +2711 759 7000 Email: [email protected] KFC Training Manual Presentation  Methodology Topics Module 1 CX Journey Module 2 Processes Module 3 Channels Module 4 Relationship between form and CRM Content Categories & store allocations Module 5 FCR Actions and Escalation Key Expectations for KFC Customer Service Agents: Demonstrate soft skills. Exhibit proper telephone etiquette. Provide excellent customer service and manage cases. Handle irate customers and log complaints. Effectively gather necessary information from customers. Understand processes like NCP and FCR. Manage case workflows and follow up on pending cases. Differentiate between case statuses. Be confident in interactions and advice. Understand workflow for escalated cases  Effective Communication Skills. Emotional Intelligence. Required Problem-Solving Skills and Conflict Resolution Analyse. Skills Teamwork. Time Management and Punctuality.  Acquaint with common customer questions. Know the products and services. Knowledge Understand terms and conditions. Base Navigate online systems proficiently. Monitor queue metrics.  Use Microsoft Dynamics for CRM Demonstrate willingness and capability Knowledge Provide excellent customer service Base Anticipate and fulfill customer needs Stay optimistic and honest Show kindness and fairness  Demonstrate Emotional Intelligence Emotional Stay optimistic and honest. Awareness Show kindness and fairness  Team Responsibilities & Tasks KFC Customer Care KFC Delivery Support KFC TicTuk Support KFC Store Support Answer Inbound Calls from Answer Inbound Calls from Answer Inbound Calls from Answer Inbound Calls from customers stores customers customers Initiate refund for WhatsApp Assist customers on Live Track delivery orders with Log Voice Complaints orders and online orders. Chat delivery partner and stores regarding instore complaints Log Voice Complaints regarding Log Live Chat complaints Log Voice Complaints Work on Assigned Cases delivery orders and customer Assist delivery partner with regarding delivery orders care complaints. escalations Work on Assigned Cases Work on Assigned Cases Work on Assigned Cases Module 1: CX Journey  Managing Customer Expectations. Demonstrate Soft Skills Lesson Objectives Telephone Etiquette, Proper Language & Writing  Clarity in communication Technical proficiency Product/ Service proficiency Patience Customer Empathy Expectations Problem-solving Active Listening Probing/ Clarifying questions Conveying information Managing Customer Expectations Managing customer expectations at KFC involves clear communication, consistency, empathy, and proactive issue resolution. Key strategies include setting achievable expectations, showing empathy, addressing concerns promptly, maintaining quality, being transparent, personalizing interactions, using technology, and offering convenience to enhance customer satisfaction and loyalty.  Soft skills coupled with telephone etiquette play a pivotal role in fostering Soft Skills & positive customer interactions. Telephone These skills not only enhance the Etiquette customer experience but also contribute to the establishment of robust relationships.  Use of Proper Language Interacting With Customers As a customer service care agent, you will face a diversity of people with different moods and complaints. Your job is to help customers with professionalism and understanding. Remember customers can sense if you are distracted or irritated. Bare this in mind when providing service to customers. Use of Proper Language Delivery of Language: As a customer service agent, you need to have a customer-centric mindset but still need to maintain your personal and professional mindset. Avoid impulsive responses and think about your delivery. Do not undermine the customer, explain to them how you can assist. Mirroring your customers’ language, terminology, communication and style of speech helps you connect with them and helps keep them satisfied.  Use of Proper Language Proper Speech: Poor speech causes communication difficulties for internal and external customers. Effects of Poor speech: Misunderstanding Process errors Tension Mirroring Language: Mirroring language is when you match the customer’s style of speech and tone while remaining positive and professional. This allows you to convey your thoughts in a way that the customer can understand.  Telephone Etiquette Be Consistent. Be prompt and efficient when answering calls. Keep calls short and sweet. Pay attention with due diligence. Never Interrupt. Listen to customers vent and take notes of the important details. Get to know the hold button.  Telephone Etiquette Learn how to diffuse angry people. As a CSR you should approach every call in a neutral tone to avoid upsetting the customers even more, do not become defensive. Answer after the first ring Keeping customers holding frustrates them even more. Smile when you talk to customers  Telephone Etiquette Avoid muting customers or silent gaps between call interactions. Ask the customer if you can place them on hold and why you are putting them on hold. Get to know how to transfer calls. Advise the customer that you will be transferring them and why. Keep customers informed Providing customers with efficient information allows you to resolve the case on the first call.  Telephone Etiquette Ensure you are not distracted when taking calls. Be in a quiet area to minimize distractions. Ask, do not demand Ask the customer for details, do not demand. Use politeness and general manners. Address customers by name Avoid using Mam/Sir when addressing customers.  Case and Live Chat Writing Skills Case Interaction Summary: As a customer care agent, you channel the customer’s complaints and concerns to the client. You are expected to take note of all the relevant and important information that the customer provides during the interaction. Inserting a generic customer complaint undermines the essence of our service to clients. Our goal is to comprehensively capture each customer's experience to guarantee the delivery of value through these interactions.  Case and Live Chat Writing Skills The significance of Customer Service Writing Skills lies in the ability to provide customers with clear, concise, and informative responses, aiding internal customers in comprehending the issues faced by external customers. Effective writing skills offer various advantages, including: Enhancing communication efficiency Boosting credibility Upholding a professional image Grammar: Inadequate spelling and grammar impede the quality standards we have pledged to uphold for our clients. As a customer care agent, proficiency in communication is essential, and grammar plays a pivotal role in effective communication. Effects of Poor Spelling & Grammar: Hard to read (Misunderstanding) Distracting (Unclear) Confusion (Misspelling) I Improve Professional Speech and Writing: Use of grammar tools. Proofreading data. Building on comprehension skills. Common Errors to Avoid in Telephone Customer Interactions: Refrain from making customers feel neglected or insignificant. Steer clear of employing excessive negative language during interactions. Avoid making commitments that cannot be fulfilled. By sidestepping these errors, you cultivate robust customer relationships, elevate their satisfaction levels, nurture brand loyalty, and encourage repeat business through stellar service.  Customer Relationship Management (CRM) is a strategic process through which a Customer business or organization manages its Relationship interactions with customers. Management This involves utilizing data analysis to examine extensive information sets for improved customer engagement and satisfaction.  Establishing a robust system for managing client relationships is imperative. This may involve investing in client management software or developing a comprehensive business guideline for your Customer Relationship Management (CRM) process. From a DSG standpoint, we utilize Dynamics 365 as our CRM tool. Module 2: Customer Care Process  Demonstrate Soft Skill, Telephone Etiquette and Proper Language & Writing. Lesson Understanding the Customer Care Objectives Process. Identify between the Normal Care Process and First Contact Resolution.  Standard Of Operations. Rectify disruptions in the customer journey by implementing structured processes and workflows to restore What Is SOPs? trust. Developing standard operating procedures is crucial for optimal outcomes. Customer Care Process  Identify Risk Level Channels Fact Finding Engagement Identify Solution Manage Expectations CRM Create Case Select Category Capture All information Workflows TAT Manage Cases Update Customer Feedback Escalation/ Resolution Winback Portal Investigation Customer's feedback Update Case Resolve KFC Customer Relationship Management involves two processes: Normal Care Process First Call Resolution Process  Normal Care Process The Normal Care Process includes escalating cases that remain unresolved with the customer, specifically focusing on Level 1 and Level 3 payment handling complaints. These include the following complaints: Raw Product Complaints Alleged Foreign Object Alleged Food Poisoning Theft Employee Altercations  Case Journey 1. Log Incident: Capture interaction data on CRM tool. 2.Escalate case: Escalate the incident to the relevant stakeholder as per workflow. 3.Investigation: Stakeholder to investigate incident on behalf of the customer. 4.Feedback: Stakeholder to provide feedback on investigation and resolution with customer. 5.Courtesy Call: Careline calls customer to find out whether they received a call from stakeholder and if they are happy with the resolution provided.  Normal Care Process When a customer expresses satisfaction with the resolution, the careline team is authorized to close the case. In cases where a customer remains dissatisfied with the resolution, it is imperative for the careline team to re-escalate the matter back to the store for further attention.  First Contact Resolution Addressing customer complaints promptly during the initial call is essential to achieving First-Contact Resolution. This process involves managing Level 3, 4, and 6 cases, selecting the appropriate checkbox, and identifying a suitable resolution. What Action Have You Taken/ FCR Resolution: Apology Meal Replacement Refund  Case Journey Log Incident: Record interaction details in the CRM tool. Escalate Case: Follow the designated protocol to inform the relevant stakeholder about the logged case for the customer without requiring additional investigation. Internally address the issue at the store and establish preventive measures. Notably, feedback to the customer will not be provided. Case Closure: The store should confirm the case on the Winback Portal, which will automatically close the case.  KFC Taste Guarantee Policy KFC's Taste Guarantee Policy in South Africa allows customers to request a replacement or refund for dissatisfactory in-store purchases within 24 hours with proof of purchase. KFC Policy Guidelines For take-away orders, customers can contact the customer care center or return the product for a voucher. KFC app orders can be refunded or replaced through the KFC Delivery call center. Each customer is entitled to one replacement or refund per transaction. Customer Care Process Steps Risk Levels Level 1 - High priority (Instore product-related issues) Level 3 - High priority (Instore complaints) Level 4 - Mid-priority (Technical complaints / Click and Collect) Level 6 - Mid-priority (Delivery issues / Order Cancellation) Level 5 - Low priority (Compliments)  Step 1: Identify The Risk Level Channel Identify the origin of the inquiry or complaint. Fact Finding Use probing questions (What, When, Where, Why, How) Store Date Time Item Purchased Response Matrix Identify Level  Step 1: Identify The Risk Level Engagement Level 1 - Apologize for the issue the customer is experiencing and thank them for bring this to your attention. Explain that a case will be logged on their behalf and will be contacted within 24 – 72 hours. FCR - Apologize and advise that a case will be logged to bring it to the store's operations attention. Ensure that you manage the customer's expectation by informing that they will not receive feedback. If the customer has requested to be contacted back, clearly state that you will be requesting for the store's management team to contact the customer back.  Step 1: Identify The Risk Level Identify Process NCP – Stakeholders will provide feedback with a resolution. FCR: Apology Meal Replacement Refund (Only if the customer returned the food to the store.) Manage Expectations If the customer does not accept the apology, consider offering a meal replacement as compensation. Step 2: Customer Relationship Management Create Case Capture the customer's name and contact details. Select Category Capture the level of the complaint on CRM. Capture All information Ensure that all necessary information is captured on the case, including confirming if all the information is correct. Ensure that the correct store & category is selected. Workflows Understand the case workflow by confirming the level of the complaint. Step 2: Customer Relationship Management Feeback Provide the customer with the case number and inform the customer about any Terms and Conditions. TAT Ensure that the customer clearly hears the turn around time for feedback or refunds. Feedback – 24 - 72 hours Refunds - 7 - 14 working days Step 2: Customer Relationship Management Manage Cases Follow up on cases when a customer or store responds. Update Case Update the case accordingly with the relevant information. CRM provides a feature for notes that the KFC Customer Care Team can manage. Customer Feedback Follow up any customer responses after a case has been logged. The sooner these responses are dealt with the faster we will resolve the customer's complaint.  Step 3: Escalation/ Resolution Winback Portal NCP cases need to be acknowledged and actioned by the store's management team. FCR cases need to be acknowledged by the store in order for CRM to auto close the the case. Investigation Store needs to provide feedback regarding the fault and preventative measurements. Customer's feedback The customer's satisfactory with the resolution will determine if KFC Customer Care can resolve the case.  Step 3: Escalation/ Resolution Update Case The agent will update the case accordingly once the customer has confirmed their satisfactory with the resolution. the agent will update the case after contacting the store for a re-escalation. The agent will update the case after attempting to provide the customer a courtesy call. Escalate NCP - case escalated to Winback Portal to be investigated. FCR – case escalated to be acknowledged by the store. Resolve NCP - Customer Care Agent to resolve the case. FCR - CRM to resolve the case. Difference between NCP & FCR The NCP is a set of steps we follow throughout the life span of a case all the way to case closure. FCR is our ability to resolve a case on the first interaction. Where cases closure is automatic which is triggered by the store’s acknowledgement of the case. The difference between the two is that NCP warrants a level of investigation from stake holders while FCR does not. Delivery Support Process KFC Delivery KFC South Africa has launched its own delivery service in partnership with Last Mile Partners, which include Uber Direct and Skedadel. Logging KFC Delivery Complaints In the case of a customer tracking an online delivery the order, the agent should; 1. Request for the customer's details and check for the order on Renegade. 2. If the agent can track the order on the delivery partners' tracking platforms then the agent will advise the customer accordingly. 3. If the agent is unable to track the order, he/she will advise the customer to hold the line while calling the store for further feedback. Logging KFC Delivery Complaints Uber Direct: Agent will call the store and call the uber direct support line – 010 500 2150 Skedadel: Agent will track the order on the Last Mile Partner Communication Group on WhatsApp. Logging KFC Delivery Complaints Uber Direct: Agent will call the store and call the uber direct support line – 010 500 2150 Skedadel: Agent will track the order on the Last Mile Partner Communication Group on WhatsApp. Third-Party Delivery KFC is in partnership with delivery aggregators. Uber Eats Mr D Bolt Food Logging 3rd-party Delivery Complaints In a case where a customer is tracking an aggregator delivery, you should provide the customer with the aggregator's support number or the store's direct number. If the customer is complaining about the order missing any items or is incorrect, you should provide the customer with the aggregator's support number or the store's direct number. Logging 3rd-party Delivery Complaints The only incidence where KFC Customer Care would log an aggregator complaint is when the customer is complaining about the product quality. The agent should request for the necessary information needed for the case form and escalate the complaint as per the customer care process. Module 3: Channels  Familiarize yourself with all customer contact channels. Lesson Identify the various origins listed on the case form. Objectives Demonstrate proficiency in logging complaints received through different channels.  Each channel offers a distinct chance to engage with customers on their favoured platform. Irrespective of the channel initiating the interaction, maintaining consistency in customer experience Understanding KFC across all platforms is paramount, with all interactions meticulously documented on Channels CRM. The customer care process is typically initiated through one of the following channels:  KFC Customer Careline Important Information: Website: https://order.kfc.co.za/ (External) KFC App - Play Store / App Store WhatsApp number - 063 735 5387 Uber Direct number – 010 500 2150  KFC Customer Care Queues Inbound Queues: 565 - KFC Customer Care 618 - KFC Delivery Support 5656 - KFC Store Support Outbound Queues: 922 - KFC Outbound 930 – Delivery Support Outbound  Transferring Calls Agents should ask the customer to hold before transferring them to the relevant queue. Agents should ensure that customer is informed about where you are transferring them and why. KFC Customer Care Omni-Channels Surveys Telephony KFC Customer Care Channels Email Hello Peter Social Media KFC Customer Care-Channels KFC Customer Careline can be reached on 0860 100 222 Careline Telephony for customer inquiries or complaints. Upon calling, customers will be directed to an Interactive voice response (IVR) The options will include store promotions, delivery support (option 3), and customer care (option 4).  KFC Customer Care Channels KFC Customer Careline can be reached on email at Careline Email [email protected] Email Upon emailing KFC Customer Careline the customer will receive an automated email requesting for further details regarding the complaint. The customer will also receive a case number. KFC Stores communicates with the DSG via internal emails, i.e. [email protected] KFC Customer Care Management (Case related issues). [email protected] DSG Support Team (Technical related issues). KFC Customer Care Channels Our WhatsApp strategy for KFC focuses on WhatsApp accessibility, simplicity, and customer retention. Users can access KFC online ordering by clicking a link or adding the number 063 735 5387 for chat-ordering.  KFC Customer Care Channels Guest Experience Survey (Qualitrics) KFC customers have the option to Email participate in a guest experience survey using their cellphones or computers. Additionally, they receive notifications on the KFC App or website prompting them to rate their experience.  KFC Customer Care Channels Social Media Customers can lodge complaints by contacting KFC's social media channels. Email The DSG social team will collect the customer's information and document the case in the CRM system.  KFC Customer Care Channels Hello Peter Email HelloPeter enhances customer service at KFC by monitoring and responding to reviews, addressing complaints promptly, using feedback for improvement, engaging with positive reviews, promoting a review culture, providing staff training, ensuring transparency and accountability, and enhancing overall service quality. Module 4: Relationship between the form and CRM  Understanding the Case Form Identifying the nature of the case Lesson Logging and capturing the case Objectives Understanding the relationship between the process and case status reasons.  A Customer Relationship Management (CRM) system consolidates customer interactions from various channels into a unified platform. By centralizing data, businesses can enhance customer Understanding experience, satisfaction, retention, and The Case Form service quality. The KFC Case Form acts as the central hub for these interactions, simplifying management across all communication channels. Fact Finding Active Listening Ensure a clear understanding of your objectives. Take the initiative in discussions to assert control and steer them in your desired direction. Confirm comprehension by utilizing the six questioning helpers: why, what, where, when, who, and how. Practice active listening by speaking less and listening more. Embrace moments of silence to allow for reflection and deeper understanding.  The KFC Case Form We record interactions from various channels like Voice, Live Chat, GES, and Social using a case form. Cases are created or managed based on the interaction channel, including email or API integrated processes. After consolidating case information, data is shared with stakeholders via integrated workflows, processes, or predefined business rules within the system. The case progresses through stages called statuses: InProgress, Escalated, Responded to InProgress, Resolved, on hold, and Unreachable. Workflows triggered by escalation are managed through the steps to closure. Case Fields Supporting Information Fields Logging & Capturing A Case Logging & Capturing A Case Level 1: Additional Information Checklist Nature Of A Case  Case Form Summary The case form is utilized to document customer interactions and is integral at every stage of the process. It includes mandatory fields that must be completed; otherwise, the cases cannot be saved or recorded on behalf of the customers. Prior to escalation, it is essential to review the filled form meticulously to ensure accurate data capture. Cases associated with AFP or FO necessitate additional information for successful resolution. Cases can be categorized as Queries, Compliments, or Complaints.  The status reason is important as it explains why a case's status changes to escalated, on-hold, resolved, customer unreachable, or closed. Understanding status reasons is vital for First Call KFC Case Status Resolution (FCR) and Normal Care Reason Process (NCP) cases.  This is the different stages of the cases journey. Relationship between the Process & Status Reason NCP & Status Reasons FCR & Status Reasons Relationship Between The Form And CRM Relationship between the Form And CRM Cases must be effectively managed across all channels, necessitating the application of soft skills to facilitate case resolution. Status reasons play a crucial role as they provide a clear indication of the process status and the subsequent steps. The case form serves as a tool for documenting customer interactions, which are overseen at every phase of the process. Module 5: Categories & Store Allocations  Case categorization Understanding the KSA number Lesson Objectives Understanding probing for the correct store The cheat sheet  Levels & Categories Levels Level 1 - High priority (Instore product-related issues) Level 3 - High priority (Instore complaints) Level 4 - Mid-priority (Technical complaints / Click and Collect) Level 5 - Low priority (Complaints) Level 6 - Mid-priority (Delivery issues / Order Cancellation) Levels & Categories Examples Level 1 RAW - Raw Product Complaint AFO - Alleged Foreign Object Complaint AFP - Alleged Food Poisoning Complaint Theft in the store. Employee altercations Levels & Categories Examples Level 3 C - Cleanliness Complaint - Dirty tables, dirty stores, dirty bathrooms, etc H - Hospitality Complaint - Customer service, staff conduct and behaviour. A - Accuracy Complaint - Incomplete and Incorrect orders, menu items not available. M - Maintenance Complaint - Menu boards not working, equipment out of order(ice cream and card machines). P - Product Complaint - dry, cold, soggy, hard, watery, S - Speed Complaint - Long waiting time, poor service, Levels & Categories Examples Level 4 TECH - Website/App/Online , No SmS/ email notification received , Payment issue (double charged) CLICK - Order cancelled, Incorrect order type, Customer disappointed about joining the queue. Level 5 Compl - Compliment Level 6 Deliv - Order not received, incorrect/incomplete order, Head - Head Office Categories & Sub-Categories By setting up workflows that activate upon case escalation, recipients will be informed of the case's severity and the urgency required for resolution. Correct Category - Correct Level  Sub-categories are specific classifications within a broader category. Define sub-categories to articulate the What Are customer's complaint with detailed descriptions for our stakeholders. Sub-Categories Case Summaries Categories Sub-Categories 1. Alleged Food Poisoning * Alleged Food Poisoning No Sub Category 2. Alleged Foreign Object * Alleged Foreign Object No Sub Category 3. Raw Product * Raw Food No Sub Category *Cleanliness- Interior Restaurant *Cleanliness- Exterior Restaurant No Sub Category 4. Cleanliness *Cleanliness of rest rooms. *Restrooms not properly stocked. *Order Incomplete/Incorrect *Payment handling/payment methods. *Mischarge/Incorrect change. 6. Accuracy *Menu item not available. No Sub Category *Damaged packaging/package leaking. *Restaurant signs not posted (Credit card machine not working) *Maintenance- Interior Restaurant. *Maintenance- Exterior Restaurant. 7. Maintenance No Sub Category *Maintenance- Restrooms. Case Summaries Categories Sub-Categories *Appearance *Burnt *Dry *Frozen *Hard *Mould *Overcooked *Oily *Portion Size *Rubbery 8. Product *Product Presentation. *Rotten *Sour *Stale *Smelly *Spicy *Soggy *Salty *No Taste *Undercooked *Watery *Temperature of food/beverage 9. Speed of service *Long Waiting Times. No Sub Category *Ordered at the wrong restaurant *Customer required to queue 10. Click & Collect *Click & Collect. *Incorrect Order Type *Order Cancellation *App / SMS order status issue *No SMS / e-mail confirmation received *Website/App/Online *Payment Issue *No Receipt (Issue with receipt) 11. Technical Ordering Technical Issues. *Menu issue *Online Voucher Issue *Cancelled at collection *Order not received *Cancelled at drop off *Late delivery *Order Cancellation. *Order damaged/broken seal 12. Delivery *Hand Over Unsuccessful. *Customer missed delivery *Driver behavior/performance *Driver Issues. *Customer unreachable *Order not picked up/collected from restaurant *Incorrect/Incomplete order*Customer not notified *Wrong order delivered Store Allocations Store Allocations When logging a case, it is crucial to identify the specific store where the incident took place. Care should be taken to avoid attributing a case to the wrong store, as this can have adverse effects on the store's key performance indicators (KPIs). Store Allocations To ensure accurate case logging for the appropriate store, it is imperative to: Request the KSA number from the customer, as this unique identifier is specific to each store and provides the most reliable method for locating the correct store. In cases where the customer is unable to provide the KSA number, it is essential to conduct thorough inquiries to determine the correct store. Fact Finding Where the customer does not have it, asking for landmarks and street address of the store will ensure you log the case against the correct store.  Lesson Summary Case levels categorize the severity of a case. The category assigned to a case determines the appropriate level; therefore, it is imperative to select the correct case level consistently. Before escalating a completed form, it must be thoroughly checked to ensure accurate data capture. Store allocation guarantees that the correct individual receives the case. Acquiring a KSA number stands as the most precise method for identifying a store. In cases where a customer lacks a KSA number, effective probing and referencing the cheat sheet are essential for determining the appropriate store. Module 5: Escalations & FCR Actions  An overview of the process for managing Lesson escalated cases Explanation on how they affect NCP and Objectives FCR. Case Escalations Case Escalations The Escalation Process outlines the guidelines and routes for decision-making within an organization, streamlining quick and transparent issue resolution. This methodical strategy empowers the core team to handle problems at lower levels of hierarchy, guaranteeing a predetermined plan of action.  Case Escalations After capturing and updating the form, the next step involves escalation: FCR escalations necessitate acknowledgment from the store. NCP escalations should be directed to the appropriate stakeholders capable of addressing store-related issues (Investigation). Following basic checks by the careline, including verifying the category and store accuracy, the careline agent must save the case form before proceeding with escalation.  Case Escalations Saving the case form is a prerequisite before selecting the escalate checkbox, which initiates workflows that direct the case to the relevant stakeholders. Post-escalation, automated workflows ensure that the right individuals receive the relevant information. It is crucial to note that the status reason should never be manually updated. If the captured data is accurate, the case will be routed to the correct stakeholder, and the status reason will be updated automatically.  Once the careline agent has run the basic checks Case which included confirming category and store are correct. Careline agent must save the case form first before Escalations escalating. Once the case has been saved , ticking the escalate check box will trigger workflows that will send the case to the relevant stake holders  The 3-step verification sets aside 45 min in the escalation 3-Step process, the agent is given 30 min to ensure that the case has been logged correctly while the other 15 min is set Verification aside for the team leads to QA before escalation FCR Actions & Escalations  Level 1 Level 1 cases are urgent, often requiring referral to Head Office. Investigation may be needed, such as in cases of foreign objects in food. Customer interaction involves acknowledging concerns, providing timely responses, and transparent communication. Agents handling food-related allegations must complete extra forms. Team Leaders may involve relevant WhatsApp groups for quick stakeholder access. Accuracy in information is crucial as cases escalate.  Level 3 It is important to have a deep understanding of KFC's products and services for effective customer interactions. Level 3 issues can be resolved through First Contact Resolution or escalated to the store for investigation. Cases are recorded in CRM for tracking and trend analysis.  Level 5 These interactions, though straightforward, are pivotal as they offer KFC valuable insights into customer preferences and effectiveness. It is imperative to capture all pertinent information and express gratitude for the feedback provided by customers. Additionally, these cases automatically close upon escalation.  Level 4 Level 4 refund complaints will follow the Normal Care Process. Agent would capture the case accordingly and change the status to On Hold Pending Yum Refund. The agent will not escalate the case up until Yum has confirmed that the refund has been done.  Level 6 Agents to resolve these cases after escalation. Once the refund has been initiated within the 24 Hour settlement period. The agent may escalate the case and resolve. Level 4 Level 6  Lesson Summary Before escalating a case, ensure it is accurately logged. Standard care process cases require investigation and prescribed steps post- escalation. FCR process cases involve minimal investigation, with closure upon store acknowledgment. Escalations direct cases to stakeholders, relying on accurate initial logging. KFC Customer Care Recap  Managing Customer Expectations What are customer's expectations in the customer care world? How do we manage customer expectations?  Use of Proper Language How should a customer care agent speak when interacting with a customer? Why is delivery important when interacting with customers? What is mirroring lanaguage? Why is Proper Speech important during customer interactions?  Telephone Etiquette How do we foster positive customer interactions? Provide ways to demonstrate telephone etiquette. Why is it important to demonstrate soft skills when interacting with customers?  Telephone Etiquette Why do we ask for customer's names? How should we request information from customers? How do we put customers on hold? How do we transfer customer calls? What a verbal nods?  Proper Writing Skills Why do we use proper spelling and grammar when capturing customers' complaints or inquiries? Why do we use effective writing skills?  Common Errors to Avoid What are the common mistakes customer care agents make on calls with customers?  Customer Relationship Management What is Customer Relationship Management? Which software application do we use for customer relationship management?  Customer Care Process What is a SOP? What is our role in regard to KFC Customer Care Process? Who is Yum Brands, and their role in regard to KFC Customer Care Process? Who are the stakeholders involved in the KFC Customer Care Process?  Customer Care Process What are the two SOPs involved in the KFC Customer Care Process? Explain the steps for each process? What are the 3 steps involved in capturing a customer's complaint or inquiry?  Customer Care Process Explain the KFC Taste Guarantee Policy. What are the different severity levels within the KFC Customer Care Process? Breakdown each step you need to follow when capturing a customer's complaint.  Delivery Support Process Explain how KFC Delivery works. How do you track KFC Delivery orders? How do we log KFC Delivery complaints? How do we log undelivered KFC Delivery orders? How do we log product related issues where the customer placed the order via KFC Delivery?  Delivery Support Process Explain what is an aggregator? How do we track aggregator delivery orders? When do log aggregator delivery complaints?  Delivery Support Process Explain what is an aggregator? Who are KFC delivery aggregators? How do we track delivery aggregator orders? When do log delivery aggregator complaints?  KFC Important Information What are the important information that we need to know when interacting with customers in regard to KFC Customer Care? Name the different KFC Customer Care Teams?  KFC Customer Care Channels What are all the channels' customers can contact us on for KFC Customer Care?  Relationship between the form & CRM What is the purpose of the KFC Case Form? What information do we need for the KFC Case Form? What are techniques to demonstrate active-listening?  Relationship between the form & CRM What are status reasons in regard to the KFC Customer Care Process? What is are the different status reasons? What is the relationship between the KFC Customer Care Process and the status reasons?  Relationship between the form & CRM How role does status reasons play in the KFC Customer Care Process? What is are the different status reasons? What is the relationship between the KFC Customer Care Process and the status reasons?  Case Categorization Explain what is a category and what it indicates? How do we categorize level 3 cases? What categories do we use for level 4, level 5 and Level 6 cases? Define a sub-category?  Store Allocations Why is it important to make sure that we select the correct store? How do we make sure that we are escalating to the correct store? Where can we find the the store's identifier on the receipt?  Case Escalations & FCR Actions What is an Escalation Process? What does it mean when we escalate a FCR case? What does it mean when we escalate a NCP case? How do we ensure that a case will follow the selected process when escalating?  Case Escalations & FCR Actions Explain what is the 3-step verification check after escalating a case. What are the FCR Actions a KFC Customer Care agent can take? When do we escalate refund cases? Escalating Cases: 1.Ensure that all data captured is correct. 2.Check the mandatory fields and save the case. 3.Escalate the case after saving the case form. If a case has not escalated accordingly, you will have to run a workflow for a new case escalation. Check ‘Is Escalated’ to confirm if the case was escalated or not. CRM Navigation Customer: Field for customer details Case Summary: Field selection for types of complaints Adult/Minor: Field selection for adult confirmation. Interaction Summary: Field for customer interactions and complaints. Make sure you add all the necessary information that the client will need regarding the complaint. Origin: Field selection of complaint channel. Category: Field selection for the type of complaint. CRM will identify the level automatically and will escalate the complaint to the relevant stakeholder. Sub-Category: Field selection for specification of complaints Faulty Product: Field selection for product at fault or missing product. Restaurant: Field selection for the KFC store. Order Type: Field selection for the type of order. Date and Time of Visit: Field selection of the date and time of visit. What action was taken: First Call Resolution - apology, refund or meal replacement. Meal Replacement: Field for inserting the items which should be replaced Promotion Related: Field selection to confirm if the customer purchased a promotional item. Correct Store Selected: Checkbox to confirm if the correct store was selected. Correct Category Selected: Checkbox to confirm if the correct category was selected. Escalate to Store: Checkbox to escalate the case. Interaction Resolution: Field to insert the steps taken to resolve the complaint. Call 1: Checkbox to confirm that you have contacted the customer. Case Title: Field to insert the name of the complaint Case Type: Field selection for the type of case. Origin: Source of contact. Is Escalated: An automated checkbox that indicates if a case is escalated or not. Escalated On: Automated date field which indicated when the case was escalated. Date Resolved: An automated date field that indicates when the case was resolved. Date Responded on: An automated date field that indicates when the customer or the store responded to this case. LEVEL: An automated field selection which indicates the level of the complaint. AC/Store Response: A field where the store or area coach responds regarding the complaint. Approved by AC: A checkbox that indicates if the Area Coach approved or declined the complaint. Root Cause: A field where the store needs to fill in the cause of the complaint. Preventative Actions: A field where the store needs to fill in the preventative actions that they will take to avoid such complaints in the future. Corrective Actions: A field where the store needs to fill in the corrective actions that they must take to ensure that this complaint does not happen again. Auto-Closed: An automated selection field that indicates that the case has been closed. Make note of these fields and know which one is accurate for the customer's complaint. Selecting the correct data allows the customer relationship management software to escalate the case to the correct stakeholder (Franchise Group, Yum Brands, Partners and Suppliers). Insert the details while the customer is speaking, and then confirm the details after the customer has finished their complaint. Take notes if you are unable to insert the details. Ensure that the case is logged after the call has ended. Documentation of all contact with customers helps us serve the client better. We enable our clients to optimize how they can receive customer feedback. That is why we should provide the client with all the details from the customer interaction.  Case Statuses In-Progress Case [Voice and Omni-Channel Complaints] Escalated In-Progress [Cases which have been escalated to the stakeholder.] On-Hold (No Customer Info) [Cases where the customer has not provided us with any contact details, or when a customer is unreachable] Pending AC Approval [Cases awaiting the Area Coach of the store to approve or decline the case.] Responded to (In-Progress) [Cases where the customer or stakeholder has responded.] FCR Resolution [Cases which have been escalated to the stakeholders ] Resolved [Cases which have been resolved] Renegade Navigation Product Exclusion Advanced: This feature allows us to exclude any item on a restaurant's online menu if they do not have stock or are experiencing issues. Product Exclusion Lookup Advanced: This feature allows us to check if an item has been excluded. Scheduled Shutdown: This feature allows us to turn off a restaurant’s online ordering system, i.e click & collect and delivery Lookup Shutdown: This feature allows us to check if a restaurant is offline and the schedule details. Product Exclusion: This feature allows us to exclude items from a restaurant’s online menu. Order Report: This feature allows us to lookup an online order. Order ID: This field is for the tracking ID of the customer’s online order. Order Reference Number: Field selection for product at fault or missing product. Order Status: This feature shows us the status of the customer’s order Order Reference Number: This feature shows us the delivery partner’s status. Systems QueueMetrics Navigation