While visiting the American Chamber of Commerce in Russia (in Moscow) yesterday, President Andrew Sommers told our group a wonderful story that really captures the old Soviet-era mentality towards customer service.
When McDonald's opened its first restaurant in the Soviet Union in 1990 near Moscow's Pushkin Square (pictured above, still the largest McDonald's in the world, with 27 cash registers and seating capacity of 700), it went through an extensive training program for the new workers. Of course, customer service, which was a brand new concept for the Soviets, was extensively emphasized for the new McDonald's employees. More...
See also: Hungry Planet: what the world eats...
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