Question

Summarize the key product/service offered by Chick Fil A, including the role of the customer service department or direct service required to make a sale to the customer.

Create and defend a diagram or flowchart detailing the service delivery process. The chart should clearly identify each contact point (e.g. frontline employee, supervisor, delivery, etc.) before, during, and after the purchase. Your defense of the diagram should detail the role of each contact and assess why each role is critical to the entire service delivery process. (For assistance, review Service Delivery lecture tab and click here for a Service Delivery Infographic).

Analyze at least three possible contact point failures in the service delivery process for Chick Fil A. Why do you consider these to be possible contact point failures?

Justify recommendations to prevent or address the potential contact point failures and enhance service delivery in your organization. Be sure to consider how customers will benefit by your recommendations.

Defend a statement positioning the brand around the new/improved services.

Answer 1

The key product or service offered by Chick Fila is chicken sandwich. Chick fila is one of America's largest restaurant chains dealing in fast food and their speciality is chicken sandwich. In retail fast food, there is direct contact with the customers, so it is essential that the people dealing in Customer service should be professional and skilled . If the customer service department like the waiter is not polite or lack in any of the skills like appropriate knowledge about the menu etc. sale could get hampered because the customers come in restaurants not only for the food but for the experience as well .

The flowchart is in the diagram.

There are three main contact points first is with the front line manger, second is the waiter and third is the door man who greets and asks to come back again.

Three possible contact point failure will be the first one with front line manager who doesn't accompany the Customers properly.

Second will be the waiter who behaves rudely and doesn't take orders properly.

The third one can be surrounding crowd. If the crowd is not necessarily nice, people may feel hesitant to enter into the restaurant.

Some recommendations can be -

1-) Training the staff so that they can be well adept with all the skills required to give an excellent service to customers.

2-) The manager should be customer friendly if there happens any situation and customer wants to meet the manager, he/she should remain calm and carefully access the situation.

3-) Making the atmosphere joyous and happy by making the interior with bright colours and inculcating a estatic attitude.

A statement can be given such as the Best chicken sandwich comes with a great experience and a positive attitude.