Cornell University SHA604: Building Guest Loyalty - KFC Experience

This discussion post details a student's experience at a KFC restaurant, focusing on the key elements that impact guest experience: product, staff behavior and attitude, and the environment. The student shares their observations on the friendliness and helpfulness of the staff, the efficiency of the service, and the quality of the food products, including combo deals and discounts. The post also examines the cleanliness and hygiene of the restaurant environment. The student reflects on how these factors influenced their overall satisfaction and their willingness to recommend the restaurant to others. The assignment is based on the SHA604: Building Guest Loyalty course from Cornell University, which focuses on defining standards of performance that impact guest experience and create a competitive advantage. The assignment aims to identify service recovery strategies that satisfy guests and prevent problems from occurring again and identify opportunities to improve how you are gathering, interpreting, and utilizing guest feedback to improve guest loyalty.

Running Head: ORGANIZATIONAL EXPERIENCE
Organizational Experience
Name of the Student:
Name of the University:
Author Note:

1ORGANIZATIONAL EXPERIENCE
Hi Class,
In this respective post I would like to share my experience that I had in KFC restaurant
when I visited there with my family members on a Sunday outing.
Behavior and Attitude of staff members in KFC
We visited KFC in a Sunday evening, as the respective day is considered to be the busiest
and rush hour for the restaurant. It is a difficult part for the staff members to control the number
of visiting customers during that particular point of time.
As per my experience, the staff members were much friendly and was very much
cooperative in the part of taking orders and greeting the customers with more patience and
respect.
In that huge crowd, the staff members however managed to guide us and offered a corner
side seat which was more comfortable and satisfactory.
The delivery taking process was not much entertaining, the major issue is where we have
to stand in a huge queue and wait for our turn to order the required food items which is a
negative part in KFC.
The positive part about the staff members is, in the billing session while making the
orders they treat us like a family saying “Hello sir” “How is the day” which makes a customer
much friendly and cooperative with the organization.
They provide us with tokens where they take our name when the order is ready to serve.
During the rush hours, the order sometimes becomes late which is a negative part, but apart from
this the serving style and other quality ingredients included in the menu was much attracting.

2ORGANIZATIONAL EXPERIENCE
Product Experience in KFC
According to me they offer food items that are prepared on an instant basis and is
supplied as per the made expectations of the customers. The cheese and sauce packets offered
were according to the ordered quantity of food items which is considered to be a positive part in
KFC restaurant.
On the other hand we ordered fried chicken combo, as it was Sunday they offer huge
discounts for combo packs during the time of holidays which is positive part. Apart from this the
unique part about the restaurant is that, special discounts are also provided to customers for
making orders that are related to their key products such as chicken sandwiches which includes
Tower and the Zinger, wraps (Box masters and Twisters).
The other available products include finger foods, hot wings and crispy Chicken strips
which are known to be the most demanded products in KFC restaurants.
However, we were satisfied with the food delivered to us and also the price of the food
products were reasonable and was at an affordable range.
Environment in KFC restaurant
In this respective part, I would like to share that the restaurant staff members and seating
arrangements were much hygienic and clean.
Although, it was a Sunday evening, they never made us wait for long hours, the token
numbers were instantly called and the ordered food items were served with more respect.
Staff members were in a relaxed mood irrespective of having numerous customers in the
restaurant. They were friendly and were much cooperative.

3ORGANIZATIONAL EXPERIENCE
Overall according to me, it was a good experience that I had had in the restaurant from
the staff members, the products and the total environment of the respective restaurant. I
recommend that, this is one of the best place to spend time with your family during the time of
holidays.