A Very Negative Example of Quality Service in Singapore
On 25th Sept ard 1330 @ Sunplaza KFC my mother went to have lunch at the outlet but encountered very poor service by KFC staff.
She had ordered a bandito meal using a $3.95 coupon and the staff serving her was a Chinese female. As there were no banditos ready, she was only given the drink, the mash potato and a number tag.
My mother proceeded to take a seat and waited for the bandito to arrive. But after about 20 min, the bandito had yet to arrive. My mother proceeded to approach the counter and ask for her bandito from the counter staff who served her.
The counter staff proceeded to ask another malay female staff if the bandito had been sent out, the malay staff replied that the bandito had been sent out already. The counter staff continued to insist that the order had been sent out, despite the fact that my mother still had her queue tag with her. It should be noted that there was no actual acknowledgement that the food was given to my mother directly. My mother was eating alone at that time.
Having already paid, my mother naturally wanted to be given her bandito, but the counter staff refused to give her one. As my mother was in a rush to get back to work, she requested to be given two pieces of chicken instead.
The adjacent cashier machine was at that time being operated by another malay staff, presumably the manager as she wore a different uniform. In a very fierce manner, she kept swinging one of her arms in the air saying “Give her! Give her!”
My mother tried to tell her that she was not intending to cheat them out of anything, and merely wanted to receive the order that she had paid for. But that same manager only continued to say, “Give her! Give her!”
She continued to do this with the same hand action and the same tone of voice.
With even the manager treating her in such a manner, my mother was at a loss of words and could only go back to her seat and wait until yet another staff member finally brought the bandito and took back the queue number.
I am shocked at how KFC can allow its staff to treat customers in such a manner, especially as customer has already paid. The staff showed great irresponsibility in not acknowledging that they had failed to deliver their order to my mother and even tried to make it seem as if my mother was trying to cheat the outlet for two pieces of chicken.
The manager herself had failed to keep her staff in check and did not acknowledge the fault even though it was obvious they had made a mistake. She even added to the harsh treatment dealt out to my mother. This really makes one wonder as to how KFC outlet managers are trained.
And is it not the purpose of the number tag to indicate customers who had yet to receive their orders in full? Yet even though she had the tag, none of the staff acknowledged the fact that she had yet to receive her bandito.
No apology was given and there was no acknowledgement of an obvious mistake by the KFC staff. What was worse was the manner in which they treated my mother (who had paid). I am utterly appalled at how KFC management can allow their outlet staff to treat paid customers the way they did to my mother.
I really wonder, is this how KFC staff are trained? And to think that in the recent national day rally, PM Lee Hsien Long had talked about the need for quality service in Singapore.
On 25th Sept ard 1330 @ Sunplaza KFC my mother went to have lunch at the outlet but encountered very poor service by KFC staff.
She had ordered a bandito meal using a $3.95 coupon and the staff serving her was a Chinese female. As there were no banditos ready, she was only given the drink, the mash potato and a number tag.
My mother proceeded to take a seat and waited for the bandito to arrive. But after about 20 min, the bandito had yet to arrive. My mother proceeded to approach the counter and ask for her bandito from the counter staff who served her.
The counter staff proceeded to ask another malay female staff if the bandito had been sent out, the malay staff replied that the bandito had been sent out already. The counter staff continued to insist that the order had been sent out, despite the fact that my mother still had her queue tag with her. It should be noted that there was no actual acknowledgement that the food was given to my mother directly. My mother was eating alone at that time.
Having already paid, my mother naturally wanted to be given her bandito, but the counter staff refused to give her one. As my mother was in a rush to get back to work, she requested to be given two pieces of chicken instead.
The adjacent cashier machine was at that time being operated by another malay staff, presumably the manager as she wore a different uniform. In a very fierce manner, she kept swinging one of her arms in the air saying “Give her! Give her!”
My mother tried to tell her that she was not intending to cheat them out of anything, and merely wanted to receive the order that she had paid for. But that same manager only continued to say, “Give her! Give her!”
She continued to do this with the same hand action and the same tone of voice.
With even the manager treating her in such a manner, my mother was at a loss of words and could only go back to her seat and wait until yet another staff member finally brought the bandito and took back the queue number.
I am shocked at how KFC can allow its staff to treat customers in such a manner, especially as customer has already paid. The staff showed great irresponsibility in not acknowledging that they had failed to deliver their order to my mother and even tried to make it seem as if my mother was trying to cheat the outlet for two pieces of chicken.
The manager herself had failed to keep her staff in check and did not acknowledge the fault even though it was obvious they had made a mistake. She even added to the harsh treatment dealt out to my mother. This really makes one wonder as to how KFC outlet managers are trained.
And is it not the purpose of the number tag to indicate customers who had yet to receive their orders in full? Yet even though she had the tag, none of the staff acknowledged the fact that she had yet to receive her bandito.
No apology was given and there was no acknowledgement of an obvious mistake by the KFC staff. What was worse was the manner in which they treated my mother (who had paid). I am utterly appalled at how KFC management can allow their outlet staff to treat paid customers the way they did to my mother.
I really wonder, is this how KFC staff are trained? And to think that in the recent national day rally, PM Lee Hsien Long had talked about the need for quality service in Singapore.
posted by Elaine at 4:09 AM
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