Burger King Is Serving a Side of Cringe: Leticia Miranda

Burger King’s owners, Restaurant Brands International, have taken some smart steps to turn around the languishing fast food chain — installing modern ordering kiosks, updating kitchen equipment and remodeling stores. This week, it made one of its biggest moves in buying out its largest franchise operator, Carrols Restaurant Group Inc., for $1 billion.

But executives would also be wise to quickly ditch the cringeworthy customer service of its newly acquired franchise.

Deborah Derby, chief executive officer of Carrols, which currently owns about 1,000 Burger King restaurants in the US, told Bloomberg News in an interview last week that ...