*image from Google Search*
Perhaps all customers expect to be treated like a baby?
Just now was a calm and relaxing night at work. There were only several tables with guests during dinner time and so my manager asked me to help her do something. Meanwhile my colleague backed me up and I didnt mind about my surrounding because my intention was to get the work done as soon as possible and go back to what I was supposed to be doing.
Once I finished doing the thing that my manager asked me to do, I continued my original work and took orders from two tourist guests (from their language I can tell that they are Japanese). Actually I saw them flipping through the menu for quite some time and none of my colleagues approached them yet since they were attending other guests too. In my head I was thinking maybe they dont really understand how to order, so I went up to them and explained a bit about the set menu and a la carte menu.
After I was done taking orders from the tourists and serving their meal, I went off helping my other colleagues. Soon the tourists finished eating, paid and left the restaurant. Then suddenly one of my colleagues was called by a guest whom asked about her muffins. Upon hearing this, I quickly turned to the cashier and asked her about the muffins (that's her job). And right at the time, the muffins were ready for the guest. So I took it and gave it to the guest. But even before I was able to say anything (like, here's your muffin or sorry about the delay), she bombarded me saying that our service is very bad, and adding just because she is local we treated them like that.
*image from Google Search*
I didnt know anything and I didnt know what caused her to be so angry. So I asked her what's wrong, trying to be friendly at the same time. She replied saying the muffin should be served together with the drinks. So I explained to her that our muffins just now were finished and they were baking it, that was why it came late. I wanted to apologize at this time but she continued saying no one approached her and told her about it and repeated that just because they are locals we treated them like that.
At this point I was angry because I know for sure I didnt serve her in the first place and I know nothing about what happened. But I kept quiet and listened to the next thing she said. Afterwards I explained to her that should she has any complaints, she can always let us know. But she cut me before I finished, saying "so what are you gonna do?! you gonna change ka?! you cannot change already what had happened!!" So I cut her back saying that of course we gonna change to improve our service. But before I finish my sentence she said "nah, take this. Go away." Anyhow, I thanked her despite my anger and left.
*image from Google Search*
I didnt want to argue with her, I just wanna make her understand that our service is just the same. I wonder what makes her think that we treated the tourist guests differently. The thing was, she was not friendly to any of my colleagues including me in the first place. Whereas the two tourists were the ones who smiled and waved to us before they left.
*image from Google Search*
I dont mind to listen to customer complaints and apologize to them, but only IF that is or those are my mistake(s). I admit that we may be careless/carefree as we didnt inform them but truth is, I didnt know what happened and she should not have bombarded me saying we treated them differently and so on. I did not serve her before that and my workmates did not let me know anything, I simply wanted to help my friend. Of course even if customers are always right, I dont practise that and let them say what they want. I have my right and I am a customer too just like them. I know how it feels like when your right is violated. Man, seriously... Think before you speak lah.
*image from Google Search*
I remember that day on the 6th during Chinese New Year, I and a friend went to Damai for lunch. It was quite packed but we managed to find a seat to sit down. So we ordered a simple meal (just some fried dumplings) because we kind of rushing to go to another destination. After about 30 minutes, I asked my friend to go and ask about the fried dumplings. However my friend refused to stand up and walk over there saying that the owner has quite a lot of orders, and that we should wait patiently. I didnt care and insisted to ask them since we have paid for it, so finally my friend went there.
However after a while, the dumplings still had not arrived. So finally I myself walked over and asked about the fried dumplings. The owner just gave me a cold stare and said that it's almost our turn. I was very angry and couldnt wait any longer so I said we gonna tapau the fried dumplings. Both I and my friend stood there and I couldnt help but to blabber there (but of course not at the owner) out all my dissatisfaction. Finally after another 30 minutes of waiting, the fried dumplings were given to us.
Another same incident happened in Tanjung Aru during Valentine's Day. We ordered a simple meal too (Nasi Goreng Tom Yam/Thailand, cant remember) but it arrived almost 30 minutes later. That time it wasnt very busy anymore since most of the people went back home already but the time they took to serve one meal was just too long. Even our change was given back to us after about 15 minutes, which luckily we asked for it.
So yeah, both places I experienced bad customer service, but I didnt act like a B****. The first one (in Damai), they should have given priority to those customers who have paid for their food though they are using FIFO system. Second one (in Tanjung Aru), they should have return the money a.s.a.p. lah. Dont lah buat-buat lupa, hoping that we will forget bout our money just like that. Duhhh~~
