Description

The key to customer retention at international franchise chain Duck Donuts is more than simply providing a delicious product. It’s about baking in extraordinary customer service with every transaction. Director of Operations and Training Marissa Heath explains how team member training leads to memorable, award-winning customer service and employee retention. 

Show Notes:

Duck Donuts recently captured the #1 spot on Newsweek’s America’s Best Customer Service 2021 list in the category of “Catering, Restaurants and Leisure - Doughnut Chains.” In this interview, Director of Operations and Training Marissa Heath shares how training supports the company’s commitment to excellent customer service. 

• Training and development and customer service are connected to the circle of success in a company.
• Consistency, quality, and guest service are key components to succeed. 
• Training and education must continue past those initial onboarding events. Training must be an ongoing mindset that's embraced by the whole company.
• Go above and beyond expectations every day to attract and keep new guests and new team members. 

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Read more about Duck Donut’s Newsweek Award:

https://www.newsweek.com/americas-best-customer-service-2021

Powered by Learning earned Awards of Distinction in the Podcast/Audio and Business Podcast categories from The Communicator Awards and a Gold and Silver Davey Award. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.
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