Course

Course Summary
Credit Type:
Course
ACE Course Number:
KFCC-0004
Organization:
Location:
Classroom-based
Length:
5 hours of eLearning and 17.25 on-the-job mission manual; training is completed within 28 days of hire
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 1 Food Safety and Sanitation
Lower-Division Baccalaureate 3 Customer Service
Description

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
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Computer Based Training
  • Discussion
  • Practical Exercises

Methods of Assessment:

  • Other
  • Performance Rubrics (Checklists)
  • simulations, and on-the-job activities
Supplemental Materials