CUSTOMER’S SATISFACTION
Nutrition
The management knows and believes the importance of a healthy and balance nutrition for their guests. Tim Hortons is committed to serve customers with variety of choices, their products includes breakfast, lunch, baked pastries and snacks and different choices of beverages. They also provide the nutrition guide for the customers available online, on their menus and on the back of their tray liners and packaging. In 2014, Tim Hortons introduced the Balanced Options Platform and Calorie Aware where they inform their guests about their balanced menu options available in their restaurants.
Food Safety
In every restaurants food safety is the most important right of every customers. The goal of Tim Hortons is to provide a safe and clean food to every guests that they are serving. To ensure that they are providing healthy and safe food they go through and follow procedures such as Global Standards, Tim Hortons Food Safety Plan, Quality Assurance and Training and Certification. The company is also supervised and monitored by health authorities across North America.
Hospitality
To gain the loyalty of each customers, employees should know how to provide great experience for them. Tim Hortons Restaurant Owners and
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team members are dedicated to recognize their guests by serving them with smile, true friendliness and accurate and fast service. They encourage their customers to give feedback and they value their responses and requests. EMPLOYEES’ SATISFACTION Learning and Development In 2014, Tim Hortons sustained various learning and development opportunities to their employees.
They believe that having a good employee development would be an effective and efficient way to improve the quality of the service they provide and the skills that they have. The programs includes Tuition Reimbursement Program where financial support was provided to a qualified permanent full-time employees that completing courses or program that leading to an official degree, diploma or certificate. The Distribution Leadership Essentials Program that reinforce and train employees to be a good leader and how to apply the concepts and tools. They also have Coffee Break Sessions, Supply Chain Passport Program and Continuous
Improvement. Employee Benefits Tim Hortons is committed on providing a multiple rewards and incentives to their employees including benefits such as maternity and sick leave, discount program, etc. , base pay and incentives pay opportunities. Wellness, Health and Safety Health and safety of each employees is very essential to the company. One of the goals of Tim Hortons is to provide a healthy and safe environment to its employees, guests and to the public. Management are working with Joint Health and Safety committees to provide programs and training sessions for the employees so that they would be respond effectively, how to work safely and have the ability to recognize hazards in the workplace. Team Tim Hortons Scholarship Program This scholarship program helps and recognizes Team Members that are pursuing post-secondary education. Every year, Tim Hortons award 200 scholars in Canada and 20 in US. Qualified team member should continue to meet the eligibility criteria.
The company takes great effort in nurturing and developing all of its employees in its quest for delivering superior customer service to its patrons.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
Growing sales through service: TP came up with new methods to satisfy customers. Furthermore, employees got trained on acting in customers favour.
Focusing on the well being of the customers should be the main focus of any major company, especially fast food companies. By reducing the amount of unhealthy choices for children and replacing them with nutritional foods, the nation’s youth will benefit.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
This method also empowered the employees giving them an opportunity to increase their skill levels and an opportuni...
Strive to earn customers’ long-term loyalty by working to deliver more than promised, being honest and fair to provide exceptional personalized service that creates a pleasing business experience.
As employees are usually the first point of contact for customers, McDonald’s recognises that it is important to fully train their employees in good customer service. McDonald’s creates a customer friendly atmosphere.
Superior customer value: strategies for winning and retaining customers (3rd ed.). Boca Raton, FL: CRC Press.
Preliminary Starbucks – one of the fastest growing companies in the US and in the world - has built its position on the market by connecting with its customers, and creating a “third place” beside home and work, where people can relax and enjoy themselves. It was the motto of Starbucks’ owner Howard Schultz and, mostly thanks to his philosophy, the company has become the biggest coffee drink retailer in the world. However, within the new customer satisfaction report, there are shown some concerns, that the company has lost the connection with customers and it must be taken some steps to help Starbucks to go back on the right path regarding customer satisfaction. I will briefly summarize and examine issues facing Starbucks. Starting from there, I will pick the most important issue and study it from different positions.
However, not only the high quality standards of food affects the business, the staff who are presently providing the service are entitled to establishes him or her self with their tone (the sound of the voice), manner (the level of maturity), language and body language well enough to satisfy the customer and to make them appreciated of feeling more welcomed and values them as a proper customer. E.g. if a customer was about to speak the staff operating the till would say hello, may I take your order please,' and when their products are given Thank you and please come again.'
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
“Excellent customer service is defined as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible.” (Reference). Employees also need to realize that providing excellent customer service will provide positive word of mouth recommendations for the business that they work for in the community. A business wants their customers to say that I am coming back to this location because of the customer service that I received from this employee. “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. -Jerry Fritz”.
When organization always provide high-quality products and good services, customer will create their satisfaction and increased customer loyalty.