A New Solution to Bring Back the Smile Essay -- Customer Service McDon

A New Solution to Bring Back the Smile Robert Liney is a divorced 34-year-old lawyer with four year old, a six year old, and an eight year old. Robert lives outside of Morristown, New Jersey and commutes an hour each way to his law firm. His law firm handles corporate mergers, and on average Robert works 60 to 70 hours a week. About two years ago, Robert and his wife, Marie, got divorced because of his busy schedule. On days when Bob gets custody of the kids, he does not have a lot of time to prepare dinner. McDonald’s fits well into his budget, is conveniently located on his way home from work, provides a great atmosphere for family dining, and, to top it all off, the kids love the Happy Meals. Robert and his children visited McDonald’s five to six times a month and spent around $18 dollars each visit. However, one day Robert and his children stopped in to McDonald’s before seeing the movie, Pokemon. First, the teenage cashier made them wait while he answered his cell phone and exchanged comments with the other workers. Then the cashier did not smile and warmly greet the family. He rushed through the order, placed it incorrectly, and undercharged him. Robert was happy to notice that he was undercharged, but then was completely disappointed to notice that he was given an incorrect amount of change back to make the meal an overcharged one. Due to this poor employee service, Robert and his family never come back to McDonald’s again. Robert and his family spent around a hundred dollars each month that McDonalds will now lose. What about all the other customers that this employee dealt with? How many other customers and how much money did the franchise lose from the rudeness of employees on that ni... ...several thousand dollars per unit in which McDonald’s will regain in a short period of time. In conclusion, the quality McDonald’s customer service is dropping and a new strategy is needed to bring a smile back onto customer faces. Customers such as Robert Liney should not have to face poor customer service at such a reputable restaurant chain as McDonald’s. By using technology as the intermediate between customers and employees, this will greatly enhance customer relations and lost profits. McDonald’s is the place that loves to see you smile. Works Cited Gibson, Richard. â€Å"McDonald’s Finds Angry Customers on Its Menu.† Wall Street Journal. 16 Jul. 2001 : A14 Reh, F. John. â€Å"Good Customer Service Is No Longer Enough. †About the Human Internet. 2001. http://management.about.com/library/weekly/aa042699.html.