Questions answered
There are 24 questions about “Customer service” in the “How do you operate?” topic.
Click on a question to read our answer.
- 1. How much of the customer experience depends on our attitude?
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Thanks for your question. A good positive attitude is one of the important things needed when working at McDonald’s. Good customer service skills are integral to the way we do things at McDonald's. A crew member will be expected to provide customers with a quick and accurate service and show sensitivity to their individual needs, both from behind the till as well as in the dining areas. We like happy customers and we aim to make their experience at our restaurants as enjoyable as possible. (October 2010)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 2. when serving a customer at a mc donalds restraunt what technology is used to help give a speedier service?
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Thank you for your question. Technology is used throughout the company in many ways to help McDonald’s perform at a consistently high level. From service tills, to stock control, training, research, administration and office work, business would be a lot more difficult to conduct without the use of computers and the rapid advances being made to improve business throughout all areas. This all goes into providing a stress free and efficient service when customers order their meals. For further information, please visit www.mcdonalds.co.uk/people/schools-and-students/schools-and-students.shtml on this page you will find a wealth of information that has been specially designed to deal with these types of questions. (March 2011)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 3. I would like to know what method of monitoring is used when an order is made. I purchased a burger tonight and half the burger bun was missing. I was very angry as this is a something that I would not expect from a well established outlet. I had to return a burger with a long hair in it. on that occation I did not complian in writing but did speak to the manager with regards to hair nets or lack of. I am referring to the drive thru based in Neasden Blackbird Hill. I look forward to your reply
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Thanks for your question. We are sorry to hear of your experience in one of our restaurants. Please get in touch with the Customer Services Team on 08705 244 622, or you can email them by using the 'Contact Us' link on www.mcdonalds.co.uk, and the team can investigate your matter further. (March 2011)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 4. Why is the quality of McDonald's products so much better in the UK than in the USA? A quarter pounder bought in the US disintegrates in the mouth and can be swallowed almost without chewing.
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Thanks for your question. We are glad to hear you enjoy eating McDonald’s in the UK so much. As this site has been set up for questions regarding McDonald’s in the UK it is difficult for us to comment on McDonald’s in other parts of the world. Thanks for enjoying McDonald’s food and we hope you continue to visit our restaurants. (March 2011)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 5. Hi, I buy my breakfast from McDonalds every day and once a week I buy all my staff (20+) people a meal at dinner time. Do you have a loyalty or discount scheme that I could take advantage of?
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Thanks for your question. Unfortunately we do not have any discount scheme for large orders. However, we do have a coffee loyalty card, please ask for this at the counter the next time you order a coffee.
(January 2011)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 6. 1- how do you know if your customers are happy? 2- what type of method of finding the safisfaction of customers do you use? 3-Is the method of finding if your customer are happy is helping your company achieving what you want? 4-how does mc donalds plan the business process to make the chnages to meet your customer needs? 5-after knowing that your customers are not happy about your services which steps does mc donald take to meet their needs?
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Thank you for your questions. Maintaining the highest standards within our restaurants is of course vital to our success. All staff are focused on providing a speedy, accurate and friendly service.
McDonald’s is always looking at customer satisfaction and all restaurants are supervised by an area consultant who will complete a company audit programme in addition to weekly visits to check standards and customer experience. The company also specifically measures customer satisfaction through a Mystery Shopper initiative which looks at customers’ experiences within our restaurants.
Furthermore, customers can contact us via our website www.mcdonalds.co.uk with their feedback. All feedback on any aspect of our business is taken seriously as we recognise the role this plays in moving our company forward.
(December 2010)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 7. i am doing a group project for my degree on how the perception of mcdonalds has changed. the main ones identified were the super size me movie and the introduction of healthy eating. are there any other times where the customer perception has changed dramatically? and also do you measure your customer service in any way, e.g. quick surveys in restaurants etc.
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Thanks for your question. McDonald’s has gone through a number of major changes in the past few years to ensure customers are informed about what they are eating. We provide our customers with nutritional information to assist with their food choices and offer a menu that accommodates most tastes and dietary requirements, including options like salads and toasted deli sandwiches. In addition, McDonald’s is a firm advocate of a balanced diet and an active lifestyle, both of which are proven to be effective in tackling obesity.
McDonald’s believes that customer satisfaction is crucial to the success of the brand and all restaurants must perform to the standards expected in three key areas: quality, service and cleanliness. These standards are used in both company owned and franchised restaurants. All restaurants are supervised by an area consultant who will complete the company audit programme in addition to weekly visits to check standards and customer experience. The company also specifically measures customer satisfaction through a Mystery Shopper initiative which looks at customers’ experiences within the restaurant. Our progressive business principles ensure we are constantly changing and evolving every part of our business and in turn everything that we deliver to our customers. This has resulted in continued improvement in perceptions of McDonald's across a number of dimensions including accessibility, quality, value and experience. (December 2010).
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 8. what are the 10 commandments of customers satisfaction
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McDonald’s doesn’t exactly have Ten Commandments. However, McDonald’s believes that customer satisfaction is crucial to the success of the brand and all restaurants must perform to the standards expected in three key areas: quality, service and cleanliness. These standards are used in both company owned and franchised restaurants. All restaurants are supervised by an area consultant who will complete the company audit programme in addition to weekly visits to check standards and customer experience. The company also specifically measures customer satisfaction through a Mystery Shopper initiative which looks at customers’ experiences within the restaurant.
(October 2009)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 9. what is your customer service policy?
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McDonald's purpose is to serve good food in a friendly, fun and modern environment, whilst providing customers with a high standard of quick service and value for money. The company also aims to be socially responsible and provide good returns to its shareholders. We suggest you download one of McDonald’s Information Packs. These have been developed after receiving many questions from students wanting to know more about the company and are designed to help address the type of questions that you may ask about the company operations. To visit our 'Schools & Students' page, cut and paste the link below into your browser. http://www.mcdonalds.co.uk/about-us/schools-and-students/schools-and-students.shtml. (October 2009)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 10. hello, i'm a student of QPCS tkaing up business, i just want to ask you, if how do you monitoring and evaluating your customer service? hopefully you will answer my question.thank you
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McDonald’s has several systems in place to ensure that customer service is kept at the highest possible level. All McDonald’s restaurants are audited on a regular basis by the company and through a Mystery Shopper programme. The company also listens to its customers to help provide a good customer experience.We suggest you download one of McDonald’s Information Packs. These have been developed after receiving many questions from students wanting to know more about the company and are designed to help address the type of questions that you may ask about the company operations. To visit our 'Schools & Students' page, cut and paste the link below into your browser. http://www.mcdonalds.co.uk/about-us/schools-and-students/schools-and-students.shtml.
(November 2009)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 11. I am doing a BTEC Retail course in 6th form and need to know how food retailers can be affected by a mystery shopper's report and what they try to do about the negative aspects. Also how they deal with customer complaints, people who need assistance and customers who would like a refund. Many thanks for your time.
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Mystery shoppers are an effective method of information gathering for alot of companies. McDonald’s has several systems in place to ensure that customer service is kept at the highest possible level. All McDonald’s restaurants are audited on a regular basis by the company and through a Mystery Shopper programme. Speaking for McDonald's, mystery shopper reports allow the company to accurately assess not only the customer experience, but the attitude and service of McDonald's staff. On the rare occasion there are negative aspects to study; McDonald's sees it as an opportunity to make positive strides of improving its service. We suggest you download one of McDonald’s Information Packs. These have been developed after receiving many questions from students wanting to know more about the company and are designed to help address the type of questions that you may ask about the company operations. To visit our 'Schools & Students' page, cut and paste the link below into your browser. http://www.mcdonalds.co.uk/about-us/schools-and-students/schools-and-students.shtml.
(November 2009)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 12. How come the mc D's in jersey is so slow? I have eaten mc D's all over the world and that is the def, the slowest by a long way..... Plus my friend asked for extra pickle on his burger, he didn’t even get a pickle on the burger.....!!!!!
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McDonald's is sorry to hear about your disappointing experience at one of its restaurants. The Company prides itself on the quality of its customer service, and is sorry to learn about the poor service you have received. If you wish to make a complaint, you should either talk to the restaurant manager or call Customer Services department on 08705 244 622, so that they can look into this matter further.
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 13. When I go to McDonalds, I generally order burgers with no sauce or salad on them. Recently, I ordered a Plain Quarter pounder with cheese meal. It took the staff over 25 mins to get my meal to me. I was standing there waiting all that time and I saw my burger on the "grill chute" be taken by another staff member who give it to a customer who ordered the same order as me but ordered after I did. When I complained I was told it was my fault for being "fussy". Do you think it was my fault?
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McDonald's is sorry about the inconvenience you describe. As you mentioned, when ordering what McDonald's calls a 'Grill Order', such as a plain Hamburger, you are likely to be told that you will have to wait for a short period while your order is being freshly prepared. Depending on the time of day and how busy the restaurant is, your wait might be longer than predicted by the crew member serving you. However, the wait should be reasonable, so if you feel that this is not the case, McDonald's hopes that you bring it up with the restaurant manager at the time. Alternatively you can contact Customer Services via ‘Contact Us’ at www.mcdonalds.co.uk.
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 14. Are managers committed to the pursuit for delivering service quality? as sometimes they are no where to be found and the employees can lack that attitude or can be prone to making mistakes because of it.
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Thank you for your question. McDonald's is very sorry to hear about your disappointing experience. The Company prides itself on the quality of its customer service, and there should be absolutely no reason why you should receive poor service. Restaurant managers are trained how to treat their employees and how to deliver the highest level of service quality. If you feel this not to be the case please feel free to call the Customer Services Team on 08705 244 622 or you can email by using the 'Contact Us' link on www.mcdonalds.co.uk.
(Jan 2009)
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What are these? Delicious Digg Reddit Facebook StumbleUpon - 15. I was at McDonalds in Leeds (Briggate) earlier today and the way the shift manager was speaking to a member of staff, you wouldn’t even speak to a dog like that. Is that what Mc Donalds call customer service and do they treat all there staff like that, just because there a shift manager and the boots in there court?? I feel sorry for the workers who work at the briggate store and hope the press find out about this very soon.
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Thank you for your question. McDonald's is very sorry to hear about your disappointing experience at one of its restaurants. The Company prides itself on the quality of its customer service. Please get in touch with the Customer Services Team immediately on 08705 244 622, or you can email by using the 'Contact Us' link on www.mcdonalds.co.uk, and the team can investigate your matter further.
(Jan 09)
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