Thinking

Delivering Excellent Customer Service through Training
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By Jenny Kerwin, Learning and Technology Strategist January 12, 2021

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.

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.

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Read more about Duck Donut’s Newsweek Award

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