Chick-fil-A Case Study: Why Customer Service Training is Key to Staying in Business

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For any business owner, manager, or anyone in charge of running an organization, finding that secret ingredient to either get on top, or to stay on top, often times can be a task that leaves one scratching their head. But according to a Consumer Reports survey, you don’t have to look far to find the answer: providing excellent customer service.
In fact, the secret to Chick-fil-A’s success is as simple as saying “please” and “thank you.” The chain consistently ranks first in restaurant customer-service surveys. In various online reviews, customers rave about the restaurants’ cleanliness, quick, convenient service, and hardworking employees. As a result, Chic-fil-A, which doesn’t even open its doors for business on Sunday while all the other chains are open, still manages to sell three times as much as top food and restaurant chains, such as KFC.
So how do they do it?
According to Chick-fil-A, the chain has the upper hand when it comes to customer service because it invests more than other companies in training its employees. As a result of Chic-fil-A’s commitment to providing excellent customers service by first providing their employees with thorough training, employees at Chick-fil-A were the most likely of the 15 chains surveyed to say “please” and “thank you,” and to smile at drive-thru customers. Chick-fil-A workers were also more likely to have a pleasant demeanor. This trait alone is something that any organization would want from their employees.
So why is excellent customer service so crucial to staying in business?
Well, analysts have said that customer service is key to Chick-fil-A’s success. In fact, superior customer service drives higher sales per unit, contributing to the chain’s ability to generate greater revenue than chains such as KFC, Pizza Hut, and Domino’s with more than twice as many US locations. This is a clear indication that it doesn’t matter how large or small your company is, customers are searching high and low for companies who provide great customer service. And for companies who do, customers really do reward them, and in some cases like Chic-fil-A, sales, as result of the company’s devotion to training for excellent customer services, can afford to take a day off while everyone else in the industry is grinding away.
If you’re still wondering how to set your organization apart from everyone else in your industry, this case study of Chic-fil-A, proves that making an investment to training employees in the area of providing excellent customer service, is the way to go.

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