‘It’s Finger Lickin’ Good!
Come across the slogan ‘It’s Finger Lickin’ Good!’ and most of us immediately know the brand associated with it. Kentucky Fried Chicken has been a fast-food institution in the US since Colonel Harland Sanders founded the brand in 1952. His secret recipe of 11 herbs and spices made it over to the UK in 1965 when the first UK KFC restaurant was opened in Preston.
Today there are KFC restaurants up and down the UK with options to dine in or take away and it’s the role of KFC’s Restaurant Excellence Team to ensure operations and processes run smoothly within these establishments to deliver the best possible customer experience. Inevitably, there will be some issues and this is the core focus of the newly established Guest Team.
“I started in this new team around eight months ago in the role of Guest Recovery Manager, focussing on how to recover unhappy customers, and most importantly, how to prevent them from complaining in the first place. This involves, for example, identifying blind spots within our operations or our restaurant communications,” explains Aida Mutapcic, KFC UK’s Guest Recovery Manager.
To help this team resolve customer complaints and improve inbound communications, KFC has partnered with Ascensos, an independent customer management provider. The Ascensos support team, which consists of around 47 agents, works closely with Mutapcic and her team and relies on the full suite of Zendesk tools, including Support, Explore, and Guide.