Objective:
The course objective is to provide a consistent, comprehensive, and engaging training experience that introduces new customer service team members to KFC and provides the skills and knowledge necessary to succeed in their role.
Learning Outcomes:
- Upon completion of the course, the student will be able to explain what is expected of all KFC employees, including appropriate behavior and what to expect from the KFC family
- Demonstrate basic service standards when interacting with guests
- Perform routine cleaning procedures to KFC quality standards
- Pack orders efficiently and accurately and deliver them within the KFC time standard
- Demonstrate how to prepare KFC sides and freezer-to-fryer products based on KFC standards in order to deliver a consistent product to our guests
- Follow food and personal safety procedures to keep themselves, other employees, and guests safe
- Serve and interact with KFC guests according to the KFC Service behavior standards
- Answer guest questions and provide order suggestions based on their mastery of the KFC menu
- Operate the register and take guest orders and payment at both front counter and drive thru following KFC process and behavior standards
- Address Guest concerns and process guest vouchers using KFC's service recovery standards
- Demonstrate knowledge of OSHA's hazard communication requirement and how to keep self and others safe
- Demonstrate knowledge of KFC's social media policies
General Course Topics:
- Team member expectations
- Food safety guidelines
- Personal safety guidelines
- Providing great guest service
- Cleaning standard procedures
- Preparing sides
- Preparing freezer-to-fryer products
- Hazard communication compliance
- Social media compliance
- Learning the KFC menu and packing orders
- Learning the register
- How to take orders & payment
- Addressing guest concerns
- Taking guest vouchers