Previously, I was trained to review customer service of various companies, due to that, I am highly critical of services that are not up to par. Naturally, I do like to complain about stuffs, but when it comes to customer service and people in this line, I am all for complaining. The reason is, I feel without complaining, people who put themselves in this field are just going to slack and not care, and eventually we might become known as the nation of bad customer service, if not already.
So, I have always looked up for restaurants like McD for their great customer service. When a new McD opened near my work place, I began to frequent it quite often. Unfortunately, the service of one crew so irked me off a few times that I had to write in a complaint through their website.
The first time, we were ordering our value meals, when she informed us that the soft drink machine is not working. So she asked if we’d like Ribena instead. So we said ok. Naturally, we thought that they are upgrading our drink free of charge, since it wasn’t our fault their machine failed. Then, when keying in the price, she entered the price of the Ribena instead. Well, I had to stop her and asked her how come we’re getting charged. She said because no other drinks. Then I told her we don’t want Ribena, we asked for Sprite. But you can’t give us that, so you shouldn’t be charging us. Well, guess what, she didn’t get it, she kept repeating that the machine is out, so what drink do you want? So I said, it doesn’t matter what drink I want now, coz you can’t give me the one I want, now I don’t care what drink you give me as long I don’t have to pay the extra charges. Ok ok, I know it sounded petty of me, but I was really just trying to get the message across. I won’t mind if she apologised and make amends, but she stood there like she couldn’t understand us. Finally she called someone from the kitchen, and the person came to demo to us the machine that broke down. Then suddenly, she managed to go the the back and brought Sprite out. So I was baffled why the argument when she could have gone to the back to get it from the other machine earlier on, she actually lied that the other machine was out too. So much for a happy time in McD.
Then the 2nd time round, it was the same girl so happened. We went to get the just launched the day before Avatar toy for Josiah. So we ordered Happy Meal, even though it was not what I really want, just for the sake of the toy. After keying in everything, and bringing out the food, the girl gave us another kind of toy, not Avatar at all. I asked her about it, she said out of stock. I asked her why didn’t she tell earlier, she just said ya really no stock. Again, no apologies and regrets of her action. I told her straight that they should really inform at least with a no stock sticker of some kind.
So with these 2 bad experiences, I wrote in to McD. Yesterday, I was surprised to get a call from their branch manager. She apologised profusely for 5 minutes. She asked if there was anything she could do to make me forget the bad experience, but I said it was ok. Now I should have asked for a lifetime free burgers right? Haha. Guess I did not. Well, they will still send some vouchers to my house, I hope it’s not measly. Plus, something extra, I am able to book toys with her and call her hp no anytime. I’m also invited to their opening ceremony next week, wonder what it’s about. Hehe guess we are getting a reputation like the days at Kajang town’s McD, when the manager used to call me and ask me to chat with her about how to improve. Gee…So basically, if you’re not happy with a service, make it right by making a complaint. You will be sure they will improve the next time.
I also complained at Carrefour recently, but well, the management never call me back, but the customer service counter did give me some freebies to make me forget.
interesting, we always tend to be bully most of the time because of not wanting to be troubled. Recently I also get annoy by a training type company and get a few phone call for promoting their course in 2 weeks, gee.. very disturbing, i have wrote a complaint email, but asking them dont call me anymore!