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Bad customer care experience
norwichNR6
Bad customer care experience
Kofra Coffee Roasters & Brewers的点评
点评：We went here as St Giles Pantry was closed today - Bank Holiday Monday. We shall not make this mistake again as we won’t be going here again soon. The assistant was initially friendly as she took our money for two coffees, and said she would bring them over to our table. There doesn’t seem to be a proper system of priority between take-aways and sit ins. We were sitting at a table. We waited and waited as more take-away orders were taken and processed. After around 20 mins I went up to the counter to ask if I could help by taking our coffees, as the assistant had clearly forgotten all about us - as she chatted away to all the customers coming in for take-aways. This is where she went wrong. OK, she was busy (but also talking a lot to customers) but instead of apologising and owning up that she had forgotten us, she got all defensive and said “you’ll have to wait. The shop is really busy.” This was after around 20 mins. She then passed me one of our two coffees which had been obviously made a while earlier - and was sitting on the counter. As it had been there a while, it was cold. We returned it. She had then made the other one (realising she had forgotten us previously). That was also barely luke warm. We didn’t drink them. We asked for our money back. She said we would have to wait as the shop was busy. We waited at the counter - she was expecting us to leave - and she processed the return. We left. This was a problem of customer care - she should have just owned up and admitted it was her mistake. This would have made us feel better - and probably her too. Can’t wait for St Giles Pantry to open tomorrow. 😀
翻译：今天是银行假日星期一，St Giles Pantry 关门了，所以我们去了这里。我们不会再犯这种错误，因为我们很快不会再去了。店员一开始很友好，她收下了我们两杯咖啡的钱，说会把咖啡送到我们的桌子上。外带和堂食之间似乎没有适当的优先顺序。我们坐在一张桌子旁。我们等了又等，更多的外卖订单被接收和处理。大约 20 分钟后，我走到柜台前，问我是否需要帮忙拿咖啡，因为店员显然把我们忘得一干二净——她一直在和所有来买外带的顾客聊天。这就是她出错的地方。好吧，她很忙（但也和顾客说了很多话），但她非但没有道歉并承认忘记了我们，反而采取了辩解的态度，说“你们得等一下。这家店真的很忙。”这是大约 20 分钟后发生的事情。然后她递给我一杯咖啡，显然是之前煮的，放在柜台上。因为放了一段时间了，所以已经凉了。我们把它退了回去。她又煮了一杯（这才意识到之前忘了我们）。那杯咖啡也只是温热的。我们没喝。我们要求退款。她说店里很忙，得等一会儿。我们在柜台等着——她以为我们会离开——然后她就处理了退货。我们离开了。这是客户服务的问题——她应该坦白承认是她的错误。这样我们会感觉好受些——或许她自己也会好受些。迫不及待地想看到圣吉尔斯茶水间明天开业。😀
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