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appalling staff interpersonal communication
Sara Q
appalling staff interpersonal communication
Happy Family Chinese的点评
点评：I have never left a review about food but this experience was pretty unpleasant.
As my health is very unstable at the moment, I decided to get a takeaway for my little girl and I. I was rather taken aback when I called to order as the staff member who answered the phone was very curt and condescending when I asked any questions, but I assumed it was possibly because it was a Saturday & they were busy.
The order was delivered and my daughter put some of the noodles and the egg fried rice on her plate. She had only had a few mouthfuls when she found a dark hair within the cooked egg in the egg fried rice. We then looked at the rest on her plate & were dismayed to find another, slightly lighter hair.
I called immediately to explain the upsetting scenario and instead of being polite, the staff members response was condescending and curt & when I tried to explain politely that we could not eat the food, she spoke over me saying there was noone there with light brown hair. I kept trying to explain that the hair was within the egg and I could send photographs as proof but continued to be met with the same negative interpersonal style. She said their policy was to offer a 50% refund but I did not feel that was fair and asked to speak to her manager. This was refused as the manager was too busy however, I could hear her telling her staff what to say so was confused as to why she could not have spoken directly to me rather than continuing the 3 way ineffective conversation. In the timeframe this conversation was taking, the manager could have spoken directly to me & potentially resolved it in half the time.
The staff member then asked for my bank details to which I said, please use the card I paid with. I was told this was not possible as I had to do a bank transfer. She immediately proceeded in reading out the bank account details but I explained I had to find a pen, yet again she did not appear to listen and continued stating the bank details. I am afraid at this point my patience was wearing thin and i explained that as a Senior Paediatric Ward Sister, I encounter many challenging conversations but am always polite and professional but sadly this has not been observed throughout this interaction at which point she hung up on me!
I would urge you to talk to your employees and educate them on the right conduct and customer care. Please ask her to be more polite with customers as it will help your business grow, as happy customers are returning customers
As my health is very unstable at the moment, I decided to get a takeaway for my little girl and I. I was rather taken aback when I called to order as the staff member who answered the phone was very curt and condescending when I asked any questions, but I assumed it was possibly because it was a Saturday & they were busy.
The order was delivered and my daughter put some of the noodles and the egg fried rice on her plate. She had only had a few mouthfuls when she found a dark hair within the cooked egg in the egg fried rice. We then looked at the rest on her plate & were dismayed to find another, slightly lighter hair.
I called immediately to explain the upsetting scenario and instead of being polite, the staff members response was condescending and curt & when I tried to explain politely that we could not eat the food, she spoke over me saying there was noone there with light brown hair. I kept trying to explain that the hair was within the egg and I could send photographs as proof but continued to be met with the same negative interpersonal style. She said their policy was to offer a 50% refund but I did not feel that was fair and asked to speak to her manager. This was refused as the manager was too busy however, I could hear her telling her staff what to say so was confused as to why she could not have spoken directly to me rather than continuing the 3 way ineffective conversation. In the timeframe this conversation was taking, the manager could have spoken directly to me & potentially resolved it in half the time.
The staff member then asked for my bank details to which I said, please use the card I paid with. I was told this was not possible as I had to do a bank transfer. She immediately proceeded in reading out the bank account details but I explained I had to find a pen, yet again she did not appear to listen and continued stating the bank details. I am afraid at this point my patience was wearing thin and i explained that as a Senior Paediatric Ward Sister, I encounter many challenging conversations but am always polite and professional but sadly this has not been observed throughout this interaction at which point she hung up on me!
I would urge you to talk to your employees and educate them on the right conduct and customer care. Please ask her to be more polite with customers as it will help your business grow, as happy customers are returning customers
翻译：我从来没有留下过关于食物的评论，但这次经历非常不愉快。
由于我现在的健康状况很不稳定，所以我决定给我和我的小女儿买一份外卖。当我打电话点餐时，我感到很惊讶，因为接电话的工作人员在我询问任何问题时都非常简短和居高临下。问题，但我认为这可能是因为那是星期六而且他们很忙。
订单已送达，我女儿将一些面条和蛋炒饭放在盘子上。她才吃了几口，就发现蛋炒饭里煮熟的鸡蛋里有一根黑毛。然后我们看了看她盘子里的其余头发，沮丧地发现了另一根颜色稍浅的头发。
我立即打电话解释了令人不安的情况，工作人员的反应不是礼貌，而是居高临下且简短，当我试图礼貌地解释我们不能吃食物时，她对我说那里没有浅棕色头发的人。我一直试图解释说头发是在鸡蛋里，我可以发送照片作为证据，但仍然遇到同样消极的人际交往方式。她说他们的政策是提供 50% 的退款，但我觉得这不公平，并要求与她的经理交谈。这被拒绝了，因为经理太忙了，但是，我可以听到她告诉她的员工该说什么，所以很困惑为什么她不能直接与我交谈，而不是继续进行三种无效的对话。在这次谈话所花费的时间范围内，经理可以直接与我交谈，并可能在一半的时间内解决问题。
然后工作人员询问我的银行详细信息，我说，请使用我付款时使用的卡。我被告知这是不可能的，因为我必须进行银行转账。她立即开始读出银行账户的详细信息，但我解释说我必须找到一支笔，但她再次似乎没有听，并继续陈述银行详细信息。我担心此时我的耐心已经耗尽，我解释说，作为一名高级儿科病房护士，我遇到了许多具有挑战性的对话，但我总是礼貌和专业，但遗憾的是，在整个互动过程中没有观察到这一点，此时她挂断了电话我！
我敦促您与您的员工交谈，并教育他们正确的行为和客户关怀。请要求她对顾客更有礼貌，这将有助于您的业务发展，因为满意的顾客就是回头客
由于我现在的健康状况很不稳定，所以我决定给我和我的小女儿买一份外卖。当我打电话点餐时，我感到很惊讶，因为接电话的工作人员在我询问任何问题时都非常简短和居高临下。问题，但我认为这可能是因为那是星期六而且他们很忙。
订单已送达，我女儿将一些面条和蛋炒饭放在盘子上。她才吃了几口，就发现蛋炒饭里煮熟的鸡蛋里有一根黑毛。然后我们看了看她盘子里的其余头发，沮丧地发现了另一根颜色稍浅的头发。
我立即打电话解释了令人不安的情况，工作人员的反应不是礼貌，而是居高临下且简短，当我试图礼貌地解释我们不能吃食物时，她对我说那里没有浅棕色头发的人。我一直试图解释说头发是在鸡蛋里，我可以发送照片作为证据，但仍然遇到同样消极的人际交往方式。她说他们的政策是提供 50% 的退款，但我觉得这不公平，并要求与她的经理交谈。这被拒绝了，因为经理太忙了，但是，我可以听到她告诉她的员工该说什么，所以很困惑为什么她不能直接与我交谈，而不是继续进行三种无效的对话。在这次谈话所花费的时间范围内，经理可以直接与我交谈，并可能在一半的时间内解决问题。
然后工作人员询问我的银行详细信息，我说，请使用我付款时使用的卡。我被告知这是不可能的，因为我必须进行银行转账。她立即开始读出银行账户的详细信息，但我解释说我必须找到一支笔，但她再次似乎没有听，并继续陈述银行详细信息。我担心此时我的耐心已经耗尽，我解释说，作为一名高级儿科病房护士，我遇到了许多具有挑战性的对话，但我总是礼貌和专业，但遗憾的是，在整个互动过程中没有观察到这一点，此时她挂断了电话我！
我敦促您与您的员工交谈，并教育他们正确的行为和客户关怀。请要求她对顾客更有礼貌，这将有助于您的业务发展，因为满意的顾客就是回头客
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