商务英语综合教程（上册）Unit_13_Quality_of_Service_at_McDonalds教材教学课件.ppt

Unit Thirteen ;Introduction; Text ; 1 McDonald’s wins not only on fine food but also on good service. The connotations of its quality service are the comfort and pleasure rendered by the premises and the good performance provided by the new people. 2 While catering environment is often ignored or little attended by many restaurants, McDonald’s management takes pains to study how its outlets can offer to the largest extent comfort and pleasure. The study goes into such details as the height and size of counters, tables, and seats, the color of walls, the decorations on walls and layout of the premises, all of which are of greatest benefit to customers. After the study, the management selects the;best choices of all these items as standards and requires all franchisees to comply with them, otherwise it refuses to render franchisee. To cater to the children customers under five, it demands that each restaurant specially construct a “Happy World”, in which there are toys, slides, small-entrance castles all day, together with all above facilities to create the same warm and pleasant atmosphere in every store. A considerable number of customers admit that they go to McDonald’s either to absorb the atmosphere which effectively brings good mood and appetite or satisfy children’s requests for eating and playing in it or both. ; 3 In addition to the pleasant environment, McDonald’s promises that every meal will be served quickly, courteously, and with smiles and greetings. No one would have failed to notice the busy crew in McDonald’s. Some are working with Zeal along the assembly-lines from one end to the other; others are repeatedly greeting customers in smiles, taking the orders, running from one side to the other to fetch everything as ordered, thanking the customers and asking for repeated business; still others are cleaning tables, clearing trash and mopping the floor non-stop. “Our work is simple and repetitive; we usua