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Andrew T
Horrible experience with Gen Z staff. Their customer service skills need to be improved greatly.
Classic Cinemas Elsternwick的点评
点评：am writing this review to warn others about the appalling level of customer service and lack of empathy at Classic Cinemas, Elsternwick.
I recently lost an AirPod that held immense sentimental value—it was a gift from my father before he passed away. When I returned to the cinema to retrieve it, I was met with hostility, sarcasm, and profanity from staff members Angus and Kyo. They were openly aggressive, mocking me when I asked for help, and one even used profanity in my presence. When the supervisor, Lucinda, finally intervened, she was dismissive and made me feel like an inconvenience rather than a customer in distress. Despite the cinema being empty, not one staff member offered to assist me while I was forced to search the floor on my knees.
I attempted to resolve this professionally by speaking to the cinema manager, Michael Jaffe. Instead of addressing the unprofessional conduct of his team, he was dismissive, lacked any empathy, and labeled my behavior as 'erratic'—completely ignoring the fact that I was rightfully distressed over a sentimental loss. He appeared to automatically defend his staff without considering the context of the interaction.
It is disheartening to see an independent cinema treat a loyal patron with such disdain. The lack of basic human decency, coupled with poor management, is a serious reflection of the culture at this branch. If you value professional service and a compassionate environment, I would suggest taking your business elsewhere. I have reached out to head office with no response, so I am sharing this here to ensure other patrons are aware of the standards at this location."
I recently lost an AirPod that held immense sentimental value—it was a gift from my father before he passed away. When I returned to the cinema to retrieve it, I was met with hostility, sarcasm, and profanity from staff members Angus and Kyo. They were openly aggressive, mocking me when I asked for help, and one even used profanity in my presence. When the supervisor, Lucinda, finally intervened, she was dismissive and made me feel like an inconvenience rather than a customer in distress. Despite the cinema being empty, not one staff member offered to assist me while I was forced to search the floor on my knees.
I attempted to resolve this professionally by speaking to the cinema manager, Michael Jaffe. Instead of addressing the unprofessional conduct of his team, he was dismissive, lacked any empathy, and labeled my behavior as 'erratic'—completely ignoring the fact that I was rightfully distressed over a sentimental loss. He appeared to automatically defend his staff without considering the context of the interaction.
It is disheartening to see an independent cinema treat a loyal patron with such disdain. The lack of basic human decency, coupled with poor management, is a serious reflection of the culture at this branch. If you value professional service and a compassionate environment, I would suggest taking your business elsewhere. I have reached out to head office with no response, so I am sharing this here to ensure other patrons are aware of the standards at this location."
翻译：我写这篇评论是为了提醒大家注意埃尔斯特恩威克经典影院糟糕的客户服务和缺乏同理心。
我最近丢失了一副对我意义非凡的AirPods——这是我父亲去世前送给我的礼物。当我回到影院寻找时，工作人员安格斯和京对我充满敌意、冷嘲热讽，甚至还说了脏话。他们态度恶劣，在我寻求帮助时嘲笑我，其中一人甚至当着我的面爆粗口。主管露辛达最终介入时，她却冷漠无情，让我感觉自己像个麻烦而不是一个需要帮助的顾客。尽管影院里空无一人，却没有一个工作人员主动提出帮我，而我只能跪在地上摸索。
我试图通过与影院经理迈克尔·贾菲沟通来妥善解决这个问题。他非但没有纠正其团队的不专业行为，反而态度傲慢，缺乏同理心，甚至将我的行为贴上“反常”的标签——完全无视我因失去至亲而悲痛欲绝的事实。他似乎不假思索地维护自己的员工，丝毫不考虑事情的来龙去脉。
看到一家独立影院如此轻蔑地对待一位忠实顾客，实在令人失望。这种缺乏基本人性的行为，加上糟糕的管理，严重反映了这家分店的文化。如果您重视专业的服务和充满关怀的观影环境，我建议您选择其他影院。我已经联系了总部，但至今未收到回复，因此我在此分享此事，以确保其他顾客了解这家影院的服务标准。
我最近丢失了一副对我意义非凡的AirPods——这是我父亲去世前送给我的礼物。当我回到影院寻找时，工作人员安格斯和京对我充满敌意、冷嘲热讽，甚至还说了脏话。他们态度恶劣，在我寻求帮助时嘲笑我，其中一人甚至当着我的面爆粗口。主管露辛达最终介入时，她却冷漠无情，让我感觉自己像个麻烦而不是一个需要帮助的顾客。尽管影院里空无一人，却没有一个工作人员主动提出帮我，而我只能跪在地上摸索。
我试图通过与影院经理迈克尔·贾菲沟通来妥善解决这个问题。他非但没有纠正其团队的不专业行为，反而态度傲慢，缺乏同理心，甚至将我的行为贴上“反常”的标签——完全无视我因失去至亲而悲痛欲绝的事实。他似乎不假思索地维护自己的员工，丝毫不考虑事情的来龙去脉。
看到一家独立影院如此轻蔑地对待一位忠实顾客，实在令人失望。这种缺乏基本人性的行为，加上糟糕的管理，严重反映了这家分店的文化。如果您重视专业的服务和充满关怀的观影环境，我建议您选择其他影院。我已经联系了总部，但至今未收到回复，因此我在此分享此事，以确保其他顾客了解这家影院的服务标准。
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