KOLEJ POLY- TECH MARA KOTA

BHARU

PTR 2053

CUSTOMER SERVICE

TOPIC: FOOD AND BEVERAGE

(KFC)
PREPARED FOR: MADAM NORLYLA SALLEH
Arial
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NAME: MATRIX ID:
INDAH AISYAH BINTI KBJ230410676
RUZHAN
ELZREY NAFISZ BIN MAZLAN KBJ230410661
MUHAMMAD HAIQAL AZRIQ KBJ230410663
BIN MOHD HAFIZ AZRUL

SITI NUR AUNI BINTI KBJ230410701

MOHAMAD NAZRI
NUR AIMIE AIRIEN BINTI KBJ230410795
AZMAN

SECTION NO. : 2

SUBMISSION DATE: 07/09/2023

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 INTRODUCTION
Customer Service is the ability of knowledge, capable and enthusiastic employees to
deliver products and services to their internal and external customers in a manner
that satisfies identified and unidentified needs and ultimately results in positive word-
of-mouth publicity and return business. The importance of customer service for your
business cannot be overstated. Your customer service team is a direct connection
between your customers and your company. Implementing essential customer
service can improve your relationships with customers and improve your business.
Essential customer service is also what keeps your customers coming back to your
company over time.

With top notch customer service, companies can cut down on customer acquisition
costs and develop a loyal following. Loyal customers even bring companies more
business. They convince other prospects to purchase your brand and that is great
free advertising for any business. Good customer service entails listening to your
customers and valuing their opinions. A company's culture is expressed with good
customer service—they go hand-in-hand. Maintain good customer service, and your
company culture will be recognized by your customers.

But good customer service has an impact that goes beyond company culture. In fact,
providing a good customer service experience has several real-world impacts on
your business performance and how your company is perceived by the public. Good
customer service always helps retain your customers. It is what keeps your
customers coming back for more purchases. Retaining customers increases your
revenue and it’s also much cheaper to keep a customer than to try to gain a new
one. You can retain your customers by offering personalized experiences,
convenience, and attentive customer service.

When it comes to the importance of customer service, customer retention is one of

the biggest factors to keep in mind. This is illustrated by the fact that 89% of
customers are more likely to complete an additional purchase following a good
customer service experience. Thus, when you give your customers great
experiences, they’ll continue to come back for more

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 CONTENTS

- History or background of the tourism and hospitality industry food and

beverage outlet KFC
- Products and services offered
- The level of service measurement - services performance, staff services, price
- The technology/tools used towards the effective customer services
- Explain the importance of customer service
- Describe the characteristics of exceptional customer service and its benefits
- Explain how the quality of customer service differentiates a destination
- Describe how to recover from service failure
- Explain how social media impacts customer service delivery
- Customer feedback about satisfaction level (making surveys or face to face
interviews)
- Recommendation for service improvement

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 HISTORY FOOD AND BEVERAGE OUTLET KFC

Kentucky Fried Chicken (KFC) is a fast-food restaurant chain that specializes

in fried chicken and is headquartered in Louisville, Kentucky, in the United States. It
is the world's second largest restaurant chain (as measured by sales) after
McDonald's, with 18,875 outlets in 118 countries and territories as of December
2013. KFC was founded by Harland Sanders, an entrepreneur who began selling
fried chicken from his roadside restaurant in Corbin, Kentucky.

Sanders identified the potential of the restaurant franchising concept, and the first
"Kentucky Fried Chicken" franchise opened in Utah in 1952. KFC popularized
chicken in the fast-food industry, diversifying the market by challenging the
established dominance of the hamburger. By branding himself as "Colonel Sanders",
Harland became a prominent figure of American cultural history, and his image
remains widely used in KFC advertising. However, the company's rapid expansion
saw it overwhelm the ageing Sanders, and in 1964 he sold the company to a group
of investors led by John Y. Brown, Jr. and Jack C. Massey.

By the early 70`s, that special recipe reached Malaysia. Today, KFC Malaysia
continues to serve finger lickin` good, succulent pieces of chicken. It is delicious
aroma was attracting most Malaysian citizen and became popularly amongst them.
KFC prides itself as a fast-food restaurant give customers great tasting chicken with
a selection of home-styled side dishes and dessert.

The first KFC restaurant was opened in 1973 on Jalan Tunku Abdul Rahman. Until
now, KFC Malaysia reached about 500 franchised around Malaysia and still
counting. Great tasting chicken has become synonymous with KFC and has been
enjoyed by Malaysians ever since. Now KFC Malaysia has developed its own
distinctive Malaysian personality of its own.

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 PRODUCTS AND SERVICES OFFERED

Products

Fried Chicken-KFC's famous crispy chicken, available in different styles.

Chicken Sandwiches-Various chicken sandwiches with different toppings.

Chicken Tenders-Tender chicken strips with dipping sauces.

Sides-Things like mashed potatoes, coleslaw, and biscuits.

-Desserts-Simple desserts like ice cream, cake and tiramisu

-Beverages-Soft drinks and other drinks.

Services

Dine-In-Eat at the KFC restaurant.

Drive-Thru-Order from your car.

Takeout-Order and take the food with you.

Delivery-Get food delivered to your home.

Catering-Large orders for events.

Online Ordering-Order via the website or app.

These offerings can vary by location. Just ask your local KFC for their specific menu.

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THE LEVEL OF SERVICE MEASUREMENT

The level of service measurement at KFC, or any fast-food restaurant, typically

involves various aspects of customer experience and operational efficiency.
Common metrics may include:

1. Speed of Service: This measures the time it takes for a customer to place an order
and receive their food. It includes the time spent in the drive-thru, at the counter, and
waiting for food.

2. Order Accuracy: This assesses how often orders are prepared correctly, with the
right items and specifications.

3. Customer Satisfaction: Surveys or feedback mechanisms are often used to gauge

customer satisfaction with the quality of food, service, and overall experience.

4. Cleanliness and Hygiene: The cleanliness of the restaurant, including dining

areas, restrooms, and kitchen, is crucial for maintaining a positive customer
perception.

5. Wait Times: This measures the time customers spend waiting in line or in the
drive-thru queue.

6. Employee Friendliness: Evaluating the attitude and friendliness of staff towards

customers is important for creating a welcoming atmosphere.

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7. Drive-Thru Service: Metrics related to drive-thru efficiency, accuracy, and order
processing times are significant for fast-food chains.

8. Order Throughput: This assesses how many orders can be processed in a given
time, helping to optimize staffing levels and kitchen operations.

KFC and other fast-food chains ensure that they meet customer expectations,
maintain brand consistency, and continuously improve their service quality. Keep in
mind that the specific measurements and methods may vary by location and
company policies.

KFC staff service to ensure a positive customer experience. These are some aspects
of KFC staff service performance:

1. Friendliness and Courtesy: KFC staff are expected to be friendly, welcoming, and
courteous to customers. They should greet customers with a smile and provide
assistance as needed.

2. Product Knowledge: Staff members should have a good understanding of the

menu items, ingredients, and any special promotions. This helps them answer
customer questions and make recommendations.

3. Efficiency: Efficient service is essential to minimize customer wait times. Staff

should work quickly and accurately to take orders, prepare food, and serve
customers promptly.

4. Order Accuracy: Ensuring that orders are prepared correctly and according to
customer specifications is vital. Staff should double-check orders to minimize
mistakes.

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5. Cleanliness and Appearance: KFC staff should maintain a neat and clean
appearance. They are often required to wear uniforms and adhere to hygiene
standards.

6. Communication Skills: Effective communication with both customers and fellow

staff members is important. Clear communication ensures that orders are relayed
accurately and that customers' needs are addressed.

7. *Problem Resolution: Staff should be trained to handle customer complaints or

issues professionally and seek solutions to ensure customer satisfaction.

KFC typically provides training programs and ongoing coaching to its staff to meet
these service standards and deliver a positive dining experience to customers.
Additionally, customer feedback is often used to evaluate staff performance and
make improvements where necessary.

KFC has menu items in Best Sellers, Family Buckets, Box Meals, Value Combos,
Sides, A La Carte Chicken, A La Carte Chicken and Beverages in Malaysia. KFC is
one of the most popular fast-food chains in Malaysia. The restaurant offers a wide
variety of chicken dishes as well as beverages. KFC Malaysia has different menu
prices for different items. The most expensive item on the menu is the KFC
Supercharged Chicken Meal which costs RM19.90. For budget-minded customers,

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the KFC Value meals are a good option and start from RM6.90

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KFC has menu item prices between RM0.9 and RM87.99. Menu items range from
lowest priced item Butterscotch Bun to highest priced item 15-Pc Combo.

The price range of the menu of KFC at the store generally varies between: RM0.9 -
RM87.99

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 THE TECCHNOLOGY USED TOWARDS THE EFFECTIVE CUSTOMER
SERVICES

KFC, like many modern businesses, utilizes various technologies and tools to
streamline its operations and enhance customer service. Some of the common
technology and tools used by KFC include:

Kitchen Automation: KFC employs kitchen automation systems to manage food

preparation, cooking times, and order sequencing. This helps maintain food quality
and consistency. KFC uses ROS (restaurant-based ordering system) technology at
Operational Level of its outlets for taking in orders and informing its chefs inside the
kitchen to work on the order placed this type of technology is an example of
Technology Service that most of the fast-food restaurants today use.
KFC has also launched a delivery application for consumers to place orders anytime
and anywhere. Gupta (2019) stated that the demand for online ordering is real.
Restaurants with online delivery services will indirectly inform customers that these
restaurants are under development, which is challenging for others that want to be a
convenient and accessible restaurant for all customers who order frequently.
To facilitate payment, the delivery application also allows customers to pay for their
meals with multiple payment methods, including cash, credit card payment, and
online banking. Once KFC receives the order, they will start to prepare the meal and
deliver it to customers as soon as possible.
Customers can order food before reaching the restaurant and make the whole
process faster because customers can save some time to queue up and pick up the
order from the counter pick-up directly. Through the delivery applications, customers
can enjoy a satisfactory ordering experience including ordering and payment in just a
few simple steps, reducing waiting time and queuing in the store, receiving payment
details, and saving KFC as a favourite restaurant or favourite orders, enabling orders
can be placed faster (Borison, 2017).

Database systems with the "data mining" function can make the available company
information useful for marketing, production, promotion, and innovation (Hemmatfar,
Salehi, & Bayat, 2010). The application allows KFC restaurants to collect customer
data for improvements, while also managing services from time to time and updating
meal availability at specific restaurants.

Touchscreen POS terminals simplify the order-taking process, so you can place
more orders faster and generate more revenue. Many POS systems today, typically
those used by quick-service restaurants, have guest-facing screens, which allow
guests to follow along as they order, quickly pay, and tip on the screen.

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 THE IMPORTANCE OF CUSTOMER SERVICE

Customer service has always been and is now more crucial than ever. With so many
options available, consumers have high expectations of brands. Customer
satisfaction must be considered at every stage of a customer's journey, from the first
contact to the after-purchase period and beyond.

Customer service orientation is necessary to put the needs of the customer ahead of
those of the business. A company that prioritises customer satisfaction over financial
gain is aware of this.

A business that places a high value on providing excellent customer service is aware
that it cannot be successful unless it steadily raises customer focus and satisfaction
at every stage of the customer's journey or interaction with its products or services.

Being customer service oriented requires being approachable, supportive,

understanding, and effective in resolving client issues. For customer service
representatives, being customer-oriented means approaching each interaction with a
positive attitude and a desire to help the customer. It also involves demonstrating a
willingness to provide the best service possible to the customer. It’s a fact that poor
customer service will drive people away from your product. In terms of retention
efforts, positive customer service interactions are just as important as the
functionality of your product or service.

You can have the greatest product in the world at the greatest price. But if you have
slow, ineffective, and rude customer service representatives, you’re going to see
people abandoning your company in droves. That’s because customer service is one
of the key areas which can determine if a customer is happy or not. Unhappy
customers lead to a plummeting customer experience, which ends the customer
journey before it even has a chance to truly begin.

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Bottom line, if a company does not respect its customers, the customers will not
respect the company. Their need for the service you offer will not go away. Instead of
giving over money to you, they will instead seek out competitors with similar
products.

Don’t take our word for it. These facts are backed by numbers.

Studies have shown that 70% of consumers say that they support brands that deliver
on great customer service (American Express 2017 Customer Service Barometer).
That’s easy to believe. Positive support builds brand loyalty, which in turn leads to
increased retention, upselling, and referrals.

Americans will pay 17% more for companies that have reputations for quality
customer service (American Express 2017 Customer Service Barometer). Brand
awareness can be both good and bad. If you have a reputation for heinous service,
you’re going to see less prospects walk through your door. Control the narrative and
keep those reviews positive.

With retention being as important as it is, it should be noted that 73% of customers
stick with brands that have friendly employees and customer support agents.
Kindness goes a long way, even in the B2B marketing world. If your representatives
can’t provide a pleasant support experience, customers will not stick with you.
Efficiency is only half of the equation.

This becomes more evident when you consider that more than one-third of
customers would consider switching brands after just one negative support
experience. People don’t react well to poor customer service. That’s why it’s
important to hit the nail on the head every single time. You might not get a second
chance.

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This issue is highly prevalent in the United States as the majority of Americans have
declined to make a purchase because of poor customer service. We are a service
based society and if your company isn’t willing to put in the work to provide excellent
customer support, then the customer journey ends right there with no conversion.

Whether it’s a rude sales person, a support representative that was ill informed, or a
request that got lost in the shuffle, the fact of the matter is that poor service will cost
you sales.

On the other side of the coin, great service will keep your customers coming back for
more. Studies have shown that resolving customer support issues effectively the first
time prevents 67% of customer churn. How effective is good customer service at
moving people into the retention phase of the customer journey? Well, 52% of
consumers have made additional purchases from companies that have provided
positive customer service experiences, meaning that this is a major player in the
retention game and hugely important to the continued profitability of a company.

To summarize, through effective and polite customer service you could stand to
decrease the customer churn rate of your company while also decreasing the
amount you have to spend on bringing on new customer acquisitions.

The end result is increased profits and an uptick in both brand awareness and
loyalty.

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THE CHARACTERISTICS OF EXCEPTIONAL CUSTOMER SERVICE AND ITS
BENEFITS

1.Responsiveness
Customers don't want to be kept waiting for a response, so it's essential to be quick
to respond to their inquiries and complaints, no matter how they choose to reach
out.By being there for your customers and not making them wait, you show them that
you value their business and are dedicated to helping them in any way you can.

2.Empathy
Empathy is an important characteristic of good customer service because it helps to
build a connection with the customer and show that the business cares about their
experience.
By being able to put ourselves in the customer's shoes and understand their feelings
and needs, we are able to provide a more personalized and tailored experience that
meets their individual requirements.

3.Patience
By showing patience, businesses can demonstrate that they care about their
customers and are willing to go the extra mile to ensure their satisfaction. This can
help to build trust and loyalty, leading to repeat business and positive word-of-mouth
referrals. Additionally, showing patience can help to deescalate any negative
emotions a customer may be feeling, making it more likely that they will have a
positive experience overall.

4.Problem-solving
Customers rely on businesses to help them solve problems or address issues they
may be experiencing with a product or service. Whether it's a technical issue or a
billing problem, being able to quickly and effectively solve problems for customers
shows that a business values their satisfaction and is willing to go the extra mile to
ensure their needs are met

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THE QUALITY OF CUSTOMER SERVICE DIFFERENTIATES A DESTINATION
The Quality of customer service in a destination is an important factor in
differentiating it from others. It can influence the overall experience of the customer,
affecting the level of satisfaction and, ultimately, their likelihood of returning or
recommending the destination.

High-quality customer service can include prompt and courteous interactions,

knowledgeable and helpful staff, efficient processes, and a proactive approach to
solving customer issues. By providing excellent service, a destination can create
positive impressions, improve its reputation, and increase customer loyalty.

The quality of customer service is an important factor in differentiating one

destination from another. A destination with high quality customer service will provide
prompt, personalized, and professional service to its visitors, leading to higher levels
of customer satisfaction and loyalty. On the other hand, a destination with poor
customer service may fail to provide satisfying experiences to visitors, leading to
negative reviews and ultimately, a decreased demand for the destination. High

quality customer service ultimately increases the appeal and competitiveness of a

destination.

Excellent customer service requires a concerted effort by a destination to train and

motivate its employees to provide a high standard of service. This can take the form
of regular feedback and evaluations of the staff's performance, providing incentives
and recognition for exceptional service, and utilizing innovative strategies to improve
customer satisfaction. Additionally, a destination can also create customer-friendly
processes and procedures to ensure efficiency and prompt resolution to customer
issues.

In short, a destination with high quality customer service will attract more customers
and increase the likelihood of repeat business, while a destination with poor
customer service will struggle to gain repeat customers and may not be as attractive
to potential travelers.

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HOW TO RECOVER FROM SERVICE FAILURE
Service failure refers to not being able to perform the service that a company has
promised, and service recovery refers to compensating and recovering the damage
that has been done. Sometimes customer service fails because of doing something,
at other times because of not doing anything.

The first step in service recovery is to acknowledge the problem and apologize
sincerely. Don't ignore, deny, or blame the customer for the failure. Show empathy
and understanding for their frustration and disappointment. Explain what went wrong
and why, and take responsibility for fixing it. This will help you establish trust and
rapport with the customer and show that you care about their experience.

The next step is to offer a solution that meets or exceeds the customer's
expectations. Don't make promises you can't keep or offer generic compensation.
Ask the customer what they want or need, and try to accommodate their preferences
as much as possible. If you can't meet their request, offer an alternative that is fair
and reasonable. Make sure the solution is clear, specific, and actionable, and
communicate it to the customer in a confident and courteous manner.

The final step in service recovery is to follow up and follow through on your solution.
Don't leave the customer hanging or waiting for too long. Confirm the details and the
timeline of the solution, and keep the customer updated on the progress and status.
Deliver the solution as promised, and check in with the customer to make sure they
are satisfied and happy. Thank them for their patience and feedback, and invite them
to contact you again if they have any questions or concerns.

Service recovery is not only about resolving the problem, but also about learning
from it and preventing it from happening again. Analyze the root cause of the failure,
and identify the gaps or weaknesses in your processes, systems, or skills.
Implement corrective actions or improvements to address those issues, and monitor
the results and outcomes. Share the lessons learned and the best practices with
your team, and encourage them to apply them in future situations.

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Feedback is essential for service recovery, as it helps you understand the customer's
perspective, needs, and expectations. It also helps you measure the effectiveness of
your solution, and identify the areas of improvement or opportunity. Encourage the
customer to share their feedback, either verbally, in writing, or through surveys or
ratings. Listen to their feedback attentively, and respond to it constructively and
respectfully. Thank them for their feedback, and use it to improve your service quality
and performance.

Service recovery is not only a challenge, but also an opportunity to build loyalty and
retention among your customers. By handling service failures well, you can show
your customers that you value them, respect them, and appreciate them. You can
also demonstrate your professionalism, competence, and reliability, and differentiate
yourself from your competitors. You can also create positive word-of-mouth and
referrals, and enhance your reputation and image. By turning service failures into
service successes, you can turn unhappy customers into loyal advocates.

HOW SOCIAL MEDIA IMPACTS CUSTOMER SERVICE DELIVERY

Technology has influenced customer service in a significant way. All major

companies have adopted multiple forms of social media, which have now become an
integral part of their customer service strategy. Technology has influenced customer
service in a significant way. All major companies have adopted multiple forms of
social media, which have now become an integral part of their customer service
strategy.

It’s essential for businesses to have a social media presence these days – more than
half of consumers are on Facebook, Twitter, LinkedIn, Instagram and Youtube with
82% having gone online at least once in the past month to post reviews, looking for
coupons or to compare prices. Social media also has a significant influence on how
companies interact with their customers.

It’s essential for businesses to have a social media presence these days – more than
half of consumers are on Facebook, Twitter, LinkedIn, Instagram and Youtube with

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82% having gone online at least once in the past month to post reviews, looking for
coupons or to compare prices. Social media also has a significant influence on how
companies interact with their customers.

Customer Interaction has Gone Public Now

Many Customers no longer prefer to call the customer service and have a one-to-
one interaction with the representative to get their problems resolved. Instead, they
want to share their problems with online platforms, especially social media. The
companies can’t afford to hamper their brand image in public forums like these and
need to take immediate action to solve the problem which also gives them the
opportunity to demonstrate how helpful and highly responsive they are. This will
definitely create a positive impact on potential customers by showing that you take
care of the customers at real-time and that you are very proactive.

Serve customer on their preferred channel with Omnichannel contact center software

According to a study, more than 60% of consumers have already engaged in a

customer service transaction using social media. There are both challenges and
opportunities for companies here.

Customers Choose their Medium of Communication

There are still many companies who don’t handle customer service on social media.
This is really alarming as most of the customers are now choosing social media
platforms to interact with companies. Even if the company has all the other channels
for customer service, they might suffer and lose their customers to the competitors.

Customers have Plenty of Options Today

If you do not take care of your customer’s issue as soon as possible and fail to
provide good customer experience, then you are surely at a risk. Your customer will

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not take much time to find a viable alternative to your company. All your competitors
are present on social media and social networking will lead to your customer
switching to your competitor.

Customer can Make or Break a Brand’s Reputation Easily

In a matter of seconds, customers can ruin your company’s reputation by writing a

complaint on your Facebook page. Reputation management has now become a core
part of customer service over online mediums and companies will have to take care
of it without delay as customers want immediate results now and are not willing to
wait. Regular social media monitoring can help companies in managing their
reputation well.

Companies can Deal with Multiple Customers at Once

Tackling customers over the phone, requires a lot of time as each customer take
his/her own time to describe their situation to the contact center agent. However, with
the emergence of social media, customer service reps can handle multiple
customers at once and can easily deal with customers facing similar issues by
posting the solution on a public forum.

Companies can Leverage Social Media Influencers to Build their Brand

Connecting with social media influencers allows you to increase awareness of your
brand, create brand advocates and increase online reputation. Maintaining a good
and lasting relationship with these influencers will provide your company with an
opportunity to improve site ranking, gain more followers and eventually become a
social media influencer. They can help you in many ways. By writing a good review
about your product they can influence many others to purchase your company’s
products. If they share news about your company on social media, it will definitely
help in improving your brand’s reputation.

Companies Can Announce Policy Changes Instantly

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In the past, companies had to take out advertisements in newspapers to deliver
mass messages to consumers about any change in their customer service policy.
But things have changed now with social media coming to light. Company can post
the changes in social media and will take seconds to spread among their clients.

CUSTOMER FEEDBACK ABOUT SATISFACTION LEVEL (MAKING SURVEYS OR

FACE TO FACE INTERVIEWS)

Customer feedback is a crucial tool that can help a destination to improve the quality
of its customer service. Surveys and face-to-face interviews with customers provide
valuable insights into customers' experiences with the destination and their
satisfaction levels with the provided services. This feedback is invaluable for creating
effective strategies to address any issues and improve the overall customer service
experience.

Customer feedback is information given from your customers about the quality of
your product, customer service or any processes or transactions at your company.
It's all about meeting customer requirements.In fact, there is no better and more
reliable source of knowledge about your company than customer feedback.

Customer feedback is important because it points out aspects of your product that
need improvements. Every business know their products by heart. Every product
feature or application the business implemented was well researched and widely
discussed by the founder of the business and their team thousands of times before
the implementation.
At the same time, this can be the reason why most of the businesses might not see
the imperfections. It is important to discover what suits the customers best - what
they enjoy about the products, what they dislike and understand why. Showing that
you truly listen and praise customer voice will eventually let you succeed in business.
After all, your product is made for customers, so it should be as close to what they
desire as possible. When asked for in-app feedback about product, website
experience or any other interaction, your customers feel valued and treated almost
like a part of your creative team. By asking for customers feedback you make them
feel their opinions truly valued. When the customers feel listened to, they begin to
have positive connotations with your brand and direct their good experience back at
you, which in turn could lead to more sales in the future.

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Actively asking for feedback from clients using customer feedback software and
responding to their opinions create a sort of relationship that makes the purchase
process more personal. The customers begin to perceive your company as a
business created by friendly people who truly care about their experience.
Maintaining relationships with clients pays off.

RECOMMENDATION FOR SERVICE IMPROVEMENT

1. Understand customers needs

When asking yourself how to provide good customer service, this tip is first for a
reason: it's the most important. Everything your customer service team does should
be based on the customer's needs. Understanding exactly what those needs are will
help guide your customer service strategy.

2. Train empathy

Understanding your customer's specific need is just the first step. What, and often
more importantly, how you interact with them is vital to ensure the success of your
customer service performance strategy.

3. Encourage honest customer feedback

Having a culture of honesty and integrity means more than just putting it on a poster
around the office. It means promoting it in each meeting, email, and call that you and
yo team have with each other and the customer.

4. Hire the 'right' candidates

When thinking about how to improve customer service skills in your team, the
starting point is to hire people best suited for the job. One way to do this is to look for
personalities and aspirations in interviews in addition to skills because motivated
people can learn what's needed.

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 CONCLUSION
In conclusion, customer service is a critical aspect of any business, and it can
significantly impact customer satisfaction, loyalty, and overall success. Providing
effective customer service involves not only the use of technology and tools but also
a customer-centric mindset, well-trained staff, and a commitment to continuous
improvement. By embracing technology and combining it with human touch,
businesses can create positive customer experiences, resolve issues promptly, and
build lasting relationships that drive growth and success. Ultimately, excellent
customer service is a key differentiator in today's competitive market and should be a
top priority for any organization.

Service improvement is an ongoing and essential process for businesses and

organizations aiming to excel in customer satisfaction and operational efficiency. It
involves a systematic approach to identifying areas of improvement, gathering
feedback from customers and employees, and implementing changes based on
data-driven insights. Continuous service improvement not only enhances the quality
of products or services but also helps organizations stay competitive, adapt to
changing customer needs, and drive innovation. By fostering a culture of
improvement and leveraging technology and best practices, businesses can deliver
better experiences, increase customer loyalty, and achieve sustainable growth in
today's dynamic marketplace.

Measuring the level of service is a crucial aspect of managing and enhancing the
quality of services provided by businesses and organizations. It involves the
systematic collection of data, key performance indicators (KPIs), and feedback from
customers and employees to evaluate how well services meet established standards
and customer expectations.

Overall, measuring service levels is an integral part of maintaining competitiveness

and ensuring that services align with customer expectations. It enables organizations
to adapt, evolve, and thrive in an ever-changing business environment.

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 RUJUKAN
https://kaizo.com/blog/13-essential-strategies-to-improve-customer-service-
performance/
https://global.kfc.com/our-heritage/
Background OF KFC
NURYASMIN ZULAIKHA ZUNAINI
2021/2022
why customer service in hospitality is everything
Maribeth Lagang Tani Date uploadedon Oct 30, 2020
https://menuprice.co/my/kfc-menu
A Case Study of Consumer Satisfaction of Kentucky Fried Chicken (June 2021)
(Rudresh Pandey,K.S. Sronivasa Rao, Cha Ching Er, Daisy Mui Hung Kee)
Customer Service: What It Is and Its Importance (Patrick Mutabazi) (may 13, 2023)
The Importance of Customer Service to the Customer Journey (Lumoa) (October
25,2022)
https://www.linkedin.com/advice/1/how-have-you-successfully-recovered
Influencing Factors on Customer Satisfaction towards American Brands in the Food
and Beverage Industry in Malaysia, Salmi Bawas,Abdul Kadir Othman, Rochin
Demong, December 2016
Why Customer Feedback Is Important: The Complete Guide (Kasia Perzynska) (july
24, 2023)

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