Fast food
THEY MAY HAVE a reputation for speed and anonymity but that does not mean that fast food restaurants do not have a commitment to customer service. Winner of the supervisory award in this category was Arthur Chau, restaurant general manager of KFC
in Tsz Wan Shan.
Having been with the company for six years, from the rank of trainee manager and up, he is all too aware of the benefits that service can bring to a business, even to a fast food eatery. Equally, Mr Chau believes the support from KFC, especially from the training department, helped him win the HKRMA award.
'The comprehensive service skills training [which my team and I received], along with the support and encouragement from my area manager and his team, strengthened my confidence in facing every challenge during the [award selection] process,' he said.
According to training manager Doris Chan, KFC provides comprehensive customer service training for its staff. This regime includes learning the company's service philosophy, the required service attitudes and skills such as Customer Mania Mindset training, Service Excellence Skill Training on seven-step counter service and complaint handling.
Mr Chau hopes he will not need to use the latter element by making sure his customers are well looked after to start with.