Two makeshift milkshakes, please! / James Slack.

9781071923450 :

London : SAGE Publications: SAGE Business Cases Originals, 2024.

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A customer drives up to the menu at a fast-food restaurant and orders kids' sized milkshakes for his two young granddaughters. Over the speaker, the server announces that they do not stock cup sizes for children. The man suggests alternatives as to how he could purchase two cups to split one adult-size milkshake. The server states that the restaurant's rules prevent alternatives.The case focuses on fast-food customer service training, specifically job shadowing and the each-one-teach-one principle. The story concludes with the shift supervisor creating a makeshift remedy to the milkshake dilemma and using "soft" interpersonal skills to make things right. The case will highlight (1) the utility of job shadowing, (2) the advantage of combining job shadowing with the each-one-teach-one principle, (3) the importance of makeshift remedies as an exception to standardized policies, (4) the necessary compatible workplace culture required to actualize desired results in customer service training, and (5) the detachment or seeming invisibility of many fast-food workers.

Sage Business Cases 2024 Annual Collection.

Books / Online

English

September 17, 2024