Case Study $4$: Enhancing Customer Service to Improve Loyalty and Retention

Background:

A major fast$-$food chain experienced declining customer loyalty. Surveys revealed that $40\%$ of

customers cited poor service as the primary reason for not returning. Complaints focused on

inattentive staff, incorrect orders, and slow responses to customer issues.

Key Questions:

$1.$ What are the main customer service issues impacting loyalty?

$2.$ What immediate steps can improve customer interactions?

$3.$ How can long$-$term customer service excellence be achieved?