Another Customer Service Training Article from Ron Kaufman
Get Out of the Ivory Tower
Popeye’s Chicken & Biscuits is a popular chain of more than 1,300 restaurants in 20 countries. They promote understanding between the people in head office and those in the restaurants with a range of vigorous and innovative programs.
In addition to a Customer Hotline and Mystery Shopper Program, they have a program called ‘Getting In Touch’.
‘Getting In Touch’ helps staff from the Support Center (i.e. Corporate Headquarters) understand what day-to-day life is like in the restaurant. Support Center employees attend a two-day training session where they learn the basics of each restaurant station, including preparation, batter-frying, seasoning, counter and customer service.
They work at least one eight-hour shift in a restaurant each year, serving customers and spending time one-on-one with the Restaurant Manager.
Everyone at the Support Center gains hands-on appreciation for what happens in the restaurants every day. As a result, new programs, policies and procedures from the Support Center to restaurants in the field are appreciated, appropriate and effective.
Key Learning Point
To understand their staff and customers, those who work in head office must also spend time in the field.
Action Steps
Get your headquarters staff out of the Ivory Tower and into the trenches where real customer contact happens.
And think carefully about what you call the Corporate Office. Popeye’s calls theirs the Support Center. What do you call yours?
