Front-line staff at MK Restaurants, a Restaurant Chain in Thailand, were seen as central to the customers overall experience, perceived value and satisfaction. Continuous staff training reinforced the pivotal role of the customer. All employees including management serve in a restaurant for a day to ensure that back-stage staff appreciated what it was like at…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships
1.3.3 Review customer relationship approach

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