Ans.1.

 Counter attender didn’t deliver order’s information clearly.

 Inappropriate employees’ behavior spoils company’s image.

 Lack of employee’s emotional labour

 Clash between HR policies and recruitment & selection

 No practical implementation of HR policies

 Lack of employees’ training

o Behavioral training (emotional labour, code of conduct, communication skills)

Ans.2.

 Customer was following a proper channel

 Customer was not in aggressive mood

 Customer’s demand was valid and according to situation

 Customer didn’t violate any law

Ans.3.

 Failure of organization’s system (POS inventory and HR system)

o Absence of Manager at that time

o Lack of employees’ training

o No employee was empowered for critical situation

Ans.4.

 Compensation policies

o Free vouchers

o Replacement of order with alternative deals or meals

 o Free home delivery from another franchise

o Could handle the situation calmly and politely

Ans.5.

 Relevant authorities should investigating the situation

 Lack of employee management

o All employees are accountable to the customers

o Employees should accept their mistake

o Employees must be empathetic

 Change makeup of their team with leading staff, supervisor and management

 Review the process of their recruitment and training structure

o Ensure that the people they hire understand and upholds the values of KFC

 Mismatch of HR policies with companies Vision and Mission

Ans. 6

KFC Deputy Vice President took appropriate actions i.e.

 Publically excuse restored customer’s respect

 Compensation through voucher

 Emotionally consoled the customer

Ans. 7

 Aggressive behavior from the employee

 Abusive language

 Hit the punch on customer’s face

Ans. 8
 Should provide proper training to their employees

 Relevant authorities should investigating the situation

 Change makeup of their team with leading staff, supervisor and management

 Review the process of their recruitment and training structure

o Ensure that the people they hire understand and upholds the values of KFC