As Joelle was sitting down, looking at the menu, she was still contemplating whether to order the famous Hainanese chicken chop or the mee siam which looks equally delicious on the menu. But an after thought went through her mind, she then decided to pick the Hainanese chicken chop and their famous toast bun.She looked at her watch and it showed 8.21pm. Hoping that time would go slower so that the food will arrive and she'll be able to enjoy it before moving on to her favourite outlet, Ikea. As the seconds hand of the clock slowly ticks by, it now showed 8.40pm and her food has yet to arrive.
Surprisingly though, the next two tables that were previously unoccupied now had other customers and to her dismay, their food seems to appear before them instead of hers. Now fuming away, she decides to eye the waiter that took her order, but he was adamant not to look at her eyes. The cloud of "fire" around her head, looks as if it's about to burst into flames, she called out to the outlet manager demanding for her food. As the other customers who came after her were happily gobbling away their food, Joelle practically had steam coming out of ears as she was trying to keep her composure cool while questioning where did her food go as she was the first to arrive.
After profuse apologising by the outlet manager, her food promptly arrive in less than 3 minutes. Now this is what's call efficient service, thinks Joelle. But before tucking into the plate of chicken chop, she made sure there was no "extra" ingredients added. Knowing how cruel the F&B industry can be even with prompt service after a little seething is done by the customer, a thorough check wouldn't hurt she thought. F&B's unspoken rule of revenge is either to spit in the "fussy customer's" food or to actually maybe toss it on the floor before rearranging it in a nice presentation for the customer.
I sometimes experience the same situation. Sometimes my temper gets the better of me and I tend to last out unmercifully at the waiters or most of the time the outlet managers for such poor service. Food delay can be expected but to the extent that they completely decided to ignore your order while someone who came much later gets their food, this is a total no-no. Malaysian F&B etiquette still need vast improvements.
7 comments:
true true.. Malaysia still need to learn what is customer service and the current service level, this is not customer service.. Its Forget Customer Service.. hehe..
Mcmercedez: It's absolutely true. It actually shows to other foreign visitors the true colours of Malaysians which totally sucks.
what customer service?
it is more like doing customer a favour
damn true..make them work for their 10% service charge..
I had something "extra" in my food once, courtesy of room service at a 5-star hotel in Hong Kong. Its too disgusting to mention but I took a picture of it and complained to the GM, some French guy who was afraid the picture might leak to the press. To compensate he gave me a free pass to the Japanese outlet for the rest of my stay. At least I can keep an eye on how my food was prepared. I never stayed there again.
not just the F&B industry, a lot of other industries are not doing proper customer service thingy, esp in asian countries or in asian restaurants. i went to a famous chinese restaurant in London... the waiters were quite polite before that (mainly the polite type of hongkees and Malaysians) but there was once, the manager very kurang ajar. Raised his tone against us. so we jst act like nothing happened....but when giving tips, we told the waiter tat their manager screwed up and no tips for them.
p/s.... we used to be regular customers there
p/s.... unfortunately in msia, we were forced to give tips :(
oi... bila mau update?
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