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2018-03-14
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I have ordered takeaways (e.g. saba and yakiniku bentos) many times in the past and they always leave the plastic bag open for customers to add the chopsticks and spoons. However, in this particular instance, the staff who prepared the takeaway actually tied up the entire plastic bag that it could not be opened. Both the carrying handles of the plastic bag were tied together. Since the plastic bag was all tied up, I therefore assumed that she had already added the necessary chopsticks and spoons
However, in this particular instance, the staff who prepared the takeaway actually tied up the entire plastic bag that it could not be opened. Both the carrying handles of the plastic bag were tied together.
Since the plastic bag was all tied up, I therefore assumed that she had already added the necessary chopsticks and spoons in it.
After I'd reach home and untied the plastic bag, to my surprise, I discovered that there were no chopsticks and spoon.
Of course it was not a big deal, but certainly the staff should be taught the basic customer service standard for takeaways!
Also, when I called the telephone number on the receipt (see attached) to provide the feedback, I was informed that the number was not the Eastpoint Mall number. Surprisingly, it was in Openrice that I found the correct number to call (and subsequently to submit a complaint/feedback).
Finally, the manager-in-charge whom I provided the feedback sounded unprofessional and was in a hurry to end the call.
From the Customer Experience perspective, there were three touchpoints or moments of truth in the above incident - one was the missing chopsticks and spoons, second was wrong telephone number on the receipt, and third was the rather unempathetic and unpleasant interaction with the manager-in-charge. Clearly, the result was a total failure!
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