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January 12, 2021

Delivering Excellent Customer Service through Training

The key to customer retention at international franchise chain Duck Donuts is more than simply providing a delicious product. It’s about baking in extraordinary customer service with every transaction. Director of Operations and Training Marissa Heath explains how team member training leads to memorable, award-winning customer service and employee retention.


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Show Notes:

Duck Donuts recently captured the #1 spot on Newsweek’s America’s Best Customer Service 2021 list in the category of “Catering, Restaurants and Leisure - Doughnut Chains.” In this interview, Director of Operations and Training Marissa Heath shares how training supports the company’s commitment to excellent customer service.

  • Training and development and customer service are connected to the circle of success in a company.
  • Consistency, quality, and guest service are key components to succeed.
  • Training and education must continue past those initial onboarding events. Training must be an ongoing mindset that's embraced by the whole company.
  • Go above and beyond expectations every day to attract and keep new guests and new team members.

Read more about Duck Donut’s Newsweek Award

Jenny Kerwin

By Jenny Kerwin, Learning and Technology Strategist

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