MGT WK 4 Discussion: Customer Service Experience with KFC

My Customer Service Experience with KFC
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My Customer Service Experience with KFC
Pattie (2011) defines customer service as the process of satisfying the customer relative to a product or service and having it delivered with efficiency and sensitivity. The experience during this process, directly affects customers’ level of satisfaction with the services offered. This experience is intangible, perishable and varies from customer to customer. This paper highlights personal experience with a KFC restaurant.
KFC Delivery Services Experience
I placed an 11 piece delivery order with a KFC restaurant near home and it arrived late. The food was cold and two pieces were missing. After calling, I was led to believe that an apprentice messed the order. Though I got a refund later, the whole incident disappointed me. Seeking my opinion would have been better in addition to that, so that they can identify areas of improvement. A study by Song et al., (2015) showed that a higher customer satisfaction is achieved through non-monetary compensation than in monetary redress. Customer service experience should be monitored against what customers perceive to be important and not organizations’ perception (Cook, 2008). Kramer et al., (2013) suggested that customer service experience can be measured quantitatively where opinions are quantified by use of fact-based techniques such as telephone surveys and questionnaires to collect data which forms the basis for making judgment. Qualitative techniques are also used but cannot be quantified. Expressive methods such as customer focus groups help to know customers’ opinions and the reasons behind them.
While excellent customer service experience is often seen as a sign of repeat business, which is not guaranteed, it is almost certain that an unhappy customer will not return. Customers appreciate when they receive appropriate customer service. It is one of the main reasons why they come back again, promoting a business.
References
Cook, S. (2008). Customer Care Excellence: How to Create an Effective Customer Focus. Kogan Page Publishers
Kramer,L. S., Bothner, A. and Spiro, M. (2013). How Airports Measure Custome...