Today I visited to choo choo chicken with my colleagues. Two of the colleagues are regular customers of this shop and they recommended going there for birthday celebration. We are in 5 persons.
A female staff from choo choo chicken warmly welcomes us by telling us to sit separately since she couldn't provide the tables for 5 persons. However she helped us to accommodate in one single table lastly.
It’s our first visit to the shop and we are not quite familiar with the menu. When this staff is taking the food order, instead of serving the customers and recommending what to order, she acts very impatiently. I know that she is the only one person who serving the whole restaurant and she is quite busy. But isn’t her duty to serve the customers?
When she is delivering the foods, we were treated incredibly rudely. We are feeling like she just throwing all the dishes onto the table. There is disposable plastic glove at most of Korean chicken shop. We asked is there disposable plastic glove, she impatiently answered “We don’t have it, go and wash your hand.” The tone that she uses and the behaviors of hers made us really uncomfortable to have our lunch. After we washed the hand and take some tissues from the counter, she yelled at my colleague again not to take the tissues. She was gone too far. She really ruined our happy day to be a very bad day. We did not expect our day to full with anxiety and upset.
Management should know that how customer service is a constant concern in food and beverage industry. As I mentioned earlier, two of us are choo choo’s royal customer. But because of her incredibly rude behavior today and bad experience, they will not go back to shop in the future. Can we say that loosing of repeat business from 5 customers is not the big issue? No one can predict that will it becoming 50 customers. Customer satisfaction is seen as a key differentiator in the business. If the business is not giving the expected satisfaction to the customers, will it expect the customers to come back and make repeat visits? I hope management is considering the accident seriously that we encountered today and take the action to prevent not to happen again in the future.