Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: KFCC-0004 Organization: KFC Corporation Location: Online Length: 5 hours of eLearning and 17.25 on-the-job mission manual; training is completed within 28 days of hire Dates Offered: 2/1/2020 - 1/31/2023 3/1/2016 - 5/31/2019 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 2 Introduction to Customer Service Description Section 3 Content Section 3 Content Left Section 3 Content Right 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: Explain what is expected of all KFC employees, including appropriate behavior and what to expect from the KFC family Describe how to follow food and personal safety procedures to keep themselves, other employees, and guests safe Perform routine cleaning procedures to KFC quality standards Describe how to serve and interact with KFC guests according to the KFC Service behavior standards Demonstrate an understanding of how to pack orders efficiently and accurately and deliver them within the KFC time standard Demonstrate knowledge of how to prepare KFC sides and freezer-to-fryer products based on KFC standards in order to deliver a consistent product to our guests Demonstrate knowledge of OSHA's hazard communication requirement and how to keep self and others safe Demonstrate an understanding of basic service standards when interacting with guests Demonstrate knowledge of how to answer guest questions and provide order suggestions based on their mastery of the KFC menu Demonstrate knowledge of how to operate the register and take guest orders at both front counter and drive thru following KFC process and behavior standards Explain how to address Guest concerns using KFC's service recovery standards General Topics: Team member expectations Food safety guidelines Personal safety guidelines Providing great guest service Cleaning standard procedures Product preparation Preparing freezer-to-fryer products Hazard Communication compliance Learning the KFC menu and packing orders Learning the register How to take orders Addressing guest concerns Communication techniques Customer service Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Computer Based Training Practical Exercises Methods of Assessment: Performance Rubrics (Checklists) Minimum Passing Score: 70% Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Page Content