Our Thinking


How Training Gets Customers to “EAT MOR CHIKIN”

Luke Kempski

Cynthia Cornog, Director of Training Resources, Chick-fil-A

With over 2,000 locations in 43 states, Chick-fil-A has steadily grown to become the largest quick-service chicken restaurant chain in the United States. As Director of Training Resources, Cynthia Cornog provides training for the franchisees they refer to as Operators. Each year, around 100 new restaurant operators rely on the support of Cynthia and her team to successfully open their doors so more customers can “EAT MOR CHIKIN”.

https://www.youtube.com/watch?v=WEUr51UW_uYTraining Support for Franchise OperatorsTM45Shttp://img.youtube.com/vi/WEUr51UW_uY/default.jpg

Chick-fil-A’s mobile app, called Chick-fil-A One, has been wildly successful since its launch. The app provides customer loyalty rewards while also streamlining the ordering process. Mobile ordering platforms increase purchase frequency, lift average order spend and provide easier checkout options. With training, in-store team members can be highly influential in getting customers to download and use the app.

https://www.youtube.com/watch?v=PAV8qPrtRScTrained Employees Support Customers Using Mobil App TM40Shttp://img.youtube.com/vi/PAV8qPrtRSc/default.jpg

The Chik-fil-A brand and reputation for “go the extra mile customer service” has distinguished the quick service restaurant and made it popular with a loyal customer base. Perpetuating the customer service culture requires active training from star performers. Cynthia explains how it works.

https://www.youtube.com/watch?v=WykQKLtaAIgMaintaining the Chik-fil-A Brand and Customer Service ReputationTM41Shttp://img.youtube.com/vi/WykQKLtaAIg/default.jpg

As Chik-fil-A continues to grow, Cynthia and her training resources team continue to evolve making sure that operators can access the training and support they need to get customers to “EAT MOR CHIKIN.”

Post a commentBookmark the permalink.
Back