Create A Service Culture Lessons Learned From An Undercover Boss
Create a Service Culture: Lessons Learned from an “Undercover Boss”
Don Fertman, Chief Development Officer, Subway World Headquarters, presents on strengths, weaknesses and opportunities from his experience on the CBS
reality show “Undercover Boss.” The show prompted changes to employee
development and the execution of customer experience including the
development of the brand’s Sandwich Artist Roundtables to give
front-of-the-house staff a formal way to air challenges and suggestions
to the franchisor. Discover how Subway World Headquarters makes sure
decisions made in the “corporate ivory tower” are executable in the
field and can enhance the customer experience.
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