Yesterday, I got shit talk from my customer. Sorry to use that bad word again and again this month. I don’t want to hear it or use it anymore. But, it is the truth that the Hong Kong Kitchen customer used abusive language to me on the telephone yesterday. What would you do if you are in my shoes? Is the customer always right? I tried not to lose my temper though.
I packed most of the food orders yesterday. One of the customers called me back and said that “Sweet and Sour Sauce and Gravy Sauce are missing from the food bag”. First, I was so shocked because things never happen to me like that in the past. I asked the customers to come and pick them up again. They said they cannot come back gain. They said either send the two sauces by taxi or reimburse the money next time when they come to HKK. I am NOT the boss and I don’t have the right to make decision. What do you think? So, I told them that I would call them back after discussing with my bosses.
So, I talked to my bosses and my bosses said that they would reimburse it next time. So, I called that guy back and asked information: Name, Address, and What food they ordered. And GUESS WHAT? He got mad at me for not calling him back in two minutes and started attacking me verbally for nonstop. I called him back after five minutes I guess. Come on, he was not the only customer that I was serving; there were only two staffs at front. I have tons of other stuffs to do at work. He also included the fact that the food taste awful and dry without the sauces. I did not know how to handle the problem and hang up the phone. My female boss shook head (implying that we are busy; hang up the phone). For me, it would be very rude to hang up the phone until the customer finished his speech. I do RESPECT my customer. So, I keep listening like 5 minutes on the phone. And finally, I whispered my female boss (in front of me) that “he had not stopped talking yet”. And I believe that that guy, on the phone, over heard what I told to my boss and asked me how much is the sauce frankly. I answered “it is only two dollars worth”. And what do you think he said? He said, “Stick it to you ass and I don’t want it back.” I was horrified and shocked when I heard that. I did not know how to attack back and I don’t have the intention to attack back either. I don’t want to regret after saying something bad. Come on. I listened his complain and anger PATIENTLY, I treated my customer with RESPECT, I tried to compromise (said that "we will reimburse them next time") and I did not attack them back.
I tried to recall my memory and I am sure that I put everything in the bag. I put every food that the chef gave me.
My colleague and boss taught me that some customers want food free or more food, so they say things like that. My colleague said that he caught a lady, who always complain this and that are missing after several weeks of food ordering. He told me that "try to remember that customer’s name and next time just be careful." My colleague took pity on me and gave me one cookie. My male boss taught me how to solve that kind of problem next time:
- "Never call the angry customer back again. Try to solve the problem on the spot."
- "Don't talk too long on the phone. The longer you talk, the more shit that you will get."
If I were in my first year at university, I would get too upset/ dramatic and cry at the spot with this situation. No one really talk to me like that. But, now I am mature more and I have the courage to face it. Since the food bag is with customer, I cannot prove my 100% righteous. No one is perfect, but the customer does not need to say such abusive language to me, when I am being patient and polite with them. I was just sad and embarrassed at the same time. That is all I have to confide in with you guys. Thank you for listening.
Oh here is one funny story about food ordering at fast food. Really funny. Enjoy. Click here or below.
