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• McDonald's has a goal of 100% total customer satisfaction£¬ this goal is not always attainable. McDonald's has a second company goal that sets them apart from most of their competitors.
• McDonald's customer service policy is laid out in the McDonald's Guarantee. They are more concerned with the quality of the service than the speed of the service. They then prepare that order while the customers wait.
• Employees were working at a rapid pace, but it seemed like they had no time for customers.
• The atmosphere was also very noisy. There was constant beeping, banging, and yelling coming from the service area. They did not provide a pleasant ambiance for customers to dine in.
• McDonald's communication and leadership were also lacking. The employees provided no feedback in terms of double-checking orders or communicating any delays that might occur. we did not see a manager present during our entire visit.
Burger King
• Burger King's goals seemed quite clear. They want to individualize each customer's order and provide the fastest service possible.
• Burger King's policy is to give the customer many choices and to accurately and quickly provide whatever the customer chooses. This policy is reflected in their slogan, Your way, right away. Operating under this policy makes it very easy to achieve their goals.
• In order to individualize each order they provide customers with many options when ordering. Some options include fries or onion rings, cheese, bacon, mustard, ketchup, mayonnaise, lettuce, tomato, pickles, and onion. The customer can ...