Shared Services and Outsourcing Week Autumn​​​​

September 22 - 24, 2020 | Phoenix, Arizona

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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