Here's the method Chick-fil-A workers use to keep their cool with angry customers
, workers are trained on how to handle unsatisfied customers by listening and apologizing to them, according to training documents obtained by Insider. Workers are told to focus on de-escalating tough situations using the HEARD model. The model is frequently credited to the Walt Disney Company and is used by other large companies. Chick-fil-A's workers are also trained on the brand's core values, like its commitment to saying"my pleasure," according to the training documents.
The HEARD model can help Chick-fil-A workers turn"a negative experience into a positive moment" as workers try to"recover unsatisfied guests," the document says, adding:"We all wish we could serve our guests perfectly every time, but unfortunately, things happen. We are all human and will make mistakes, and our guests may be unsatisfied with their experience for reasons outside of our control."Apologize with,"I'm sorry.
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