Panera Bread Case Study

I choose Panera Bread because there a reliable company they support you they are flexible with work schedules. They make sure you get what you need and wants right away. They make sure the customers are satisfying with their food. For example, if someone food was need on a rush they would go to the back and tell the cooks that they to hurry on this order because this lady or gentleman must be work in few mins can make this sandwich quick. They are also a company if something is wrong they correct it right then and there and then offer a refund or they offer them a free pastry for the mistake they done wrong.
What is culture? It’s the difference in racial, ethnic and socioeconomic varieties based on Factors such as values and beliefs experiences
that are present in people grouped together in each situation, group or organization. (“McGraw Hill Education”) In the culture of Panera Bread we believe in helping everyone in hand, we donate our leftover to kids in needs and to church’s. We are a friendly company that value in everything we believe in helping all around the world and make sure everyone is loved and carried for.
In Panera Bread, we value our customer with loyalty and respect. For example, we make sure they’re satisfy with their food or drink or pastry they order. We make sure that we ask them is this ok that your sandwich have onions on it. We make sure we find out if some salad has allergies it we let the customer this one don’t have nut in. For example, if someone order a salad and they told us they had an allergy to something we will show them a better route for a different salad.
What is nonverbal communication? Consist of such things as movement gestures body language, body positions vocal qualities and variety of unspoken signals sent by people often in conjunction which nonverbal. (McGraw Hill Education) At Panera Bread we have some policy where we don’t show negative towards to the customer even when they’re wrong. We are the company where when you leave Panera Bread or come in or just to stop by we say hello good bye or good morning or how are you doing and we greet everybody by their first name if they have a Panera Card. We also ask them how their day is going so far. We smile and we communicate with our customers.
What is Verbal? Sounds of words or utterances that break silence but add little communication. (McGraw Hill Education) We make sure the customer happy, for example we ask them how was the food did you enjoy it. Another example, we make sure we talk to them see how there day going or just to talk to them in general see how things are going.
Next, what is service breakdown? Service Breakdown is a situation when a customer has expectations of certain type or level of product or service that are not met by the service provider. (McGraw Hill Education)
An example of service breakdown, so when I went to take someone order for their food they wanted a certain sandwich and I told the cooks what type of sandwich it was.
Then I brought it to the table and she saw it had onions in the sandwich and it was a whole sandwich. I should ask the lady did she want half or whole of it and tell her the ingredients of the sandwich for her then she wouldn’t have complained about it. Another example, when you take someone food and you didn’t ask them about their rewards card and you already cash them out and then they ask you why didn’t you ask them about their rewards card and you see that when you told them to put it in last minute they could have got something of their food free or 2.00 off
it.
How would you use technology to increase the level of customer service? I would email them their receipt. I would give them a phone call for the people who order we did wrong and tell them that we fix their issue for them and it should be taken care about no later than 30 business days. Give them notification through text messages or email about their rewards.
What are three specific techniques you would encourage customer loyalty and why (?) I would ask them would they like the rewards card.
They could enjoy our food and try different new things every day when they swipe their card. Next, I would tell them different ways how you can get discount off certain thing like at Panera Bread if you bring your own coffee mug it will be 99 cents as a travel refill instead of 2.99 if you brought a cup from the store. I would do that because they can keep their mug and don’t have to worry about spend a lot of money on coffee and that they can have a lot more in their mug if they like coffee. I would also make sure they have different rewards when they come into order every day or
weekends.
What would you believe the most important elements of expectational customer service? I would believe customer service and customer relationship and wants and needs. The reason why I pick these three because you should always respect or acknowledge the customer on what they order and make sure you put a positive vibe on the customer then they can tell family or friends or coworkers to come to your company. Then also, you want to satisfy your customer make sure if they have allergies or certain things they don’t like ask before you send their order back to the cooks. Also, explain to them that they can switch certain things up like for example, they might like certain bread for their sandwich or their dressing on the side of salad instead of on the salad. Also for the wants, just go the extra mile for them if they are heading to work make sure you let the cooks know that in the back make sure they do everything correct or them and needs if the customer is satisfy customer how you would want to be treated and make sure they feel need not wanted sometimes they will like to feel love like everyone else and respected.
In conclusion, Panera Bread companies is where we go all out for our customers and make sure they feel loved and we always a helping hand in what we do.