Lunch at McDonald's at the J8 outlet with Emile was a very filling one!!! It's too good to be true the fact that I can finish up a Double McSpicy burger, fries, vanilla milkshake, coke and nuggets! Bishan J8 - the posting that I might get. Forum Galleria decided to post me out as the outlet has no vacancy for a floor manager. I really hope that I can get a place there! =)
McDonald's is not just about cleaning trays and taking people's orders. It involves more than wearing the classic yellow uniform with the cap, standing around the store. 100% customer satisfaction - that's the aim that every worker in the company should meet. Singapore is advancing towards the tertiary industries at which service and people skills are essential. Hence, being a part of the company allows the workers to enable the country to meet the common objectives economically and socially. It seems very disappointing seeing that some individuals are not aware of such things. This can be portrayed by just seeing some of the workers in the fast-food chain of Singapore.
1) Too much emphasis on speed, hence compromising service standards and food quality.
2) Workers find that the pay rate is too low, hence apathetic to take their jobs seriously.
3) Young teenagers work for their own pocket money, which in turn make them work just for money and not for the love towards customer service
Fast-food companies on the other hand should be able to be aware of problems (1) and (2). Policy makers (if necessary, the government should step in) must think of new methods to solve the problems of low motivation among the workers. An example would be, of course, increase in the wages of the people working there. Even though it might initially increase the cost of production of the company, they should make it a point that it serves as an investment in the long run. More pay = more motivation = more production = MORE PROFITS!
Another thing is that fast-food companies seem to have deviated from the objective of 100% CUSTOMER SATISFACTION. Instead, they live up to the belief that FAST = HAPPY CUSTOMERS. However, they should know that being fast means that the workers should cut down time spent on addressing the customers politely. This would in turn result in a very bad service. It struck me when a foreigner wrote to The New Paper about him being dissatisfied with the customer service that Singapore provide. Therefore, fast-food companies have to revamp the whole idea of full customer satisfaction by balancing speed and service.
Hmm...I shall do something about this when I come back to the customer service line. And I hope it works out...
Off I go...see ya!
No comments:
Post a Comment