Customer's Reaction on Customer Service

How would you have reacted if Customer Service provided at a restaurant was not what you had expected even though you have been a regular customer of that restaurant?

Many companies, shops and services have avenues for customers to lodge complains against bad treatments/services received/provided by their staff but what about avenue for staff who had been treated unfairly by a customer instead.

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Following is what happened at a restaurant which was about to open for business:-

It was just after 11am, and a female customer walked into the restaurant with her two children. She is a regular customer who often comes with her husband, who was parking the car today. The woman said: "I want my usual seat."

The receptionist explained: "This is just after 11am, and we do not have a full staff yet. Your usual seat is back in the farthest corner of the restaurant, and we will not be able to serve your properly." The customer said, "I don't get it. I am a good customer and you won't give me my usual seat. Well, if that's how it is, then I want this other table in front here."

At that particular table, the waiters and waitresses were quickly eating their lunch at the time so that they can start work soon. The receptionist explained: "Our workers are eating right now. We cannot just tell them not to eat anymore and make way for your party. I am sure that you appreciate the difficulty. We will be happy with any of your other choice of table in the front of the restaurant."

The customer huffed and puffed a bit, and sat down near the front entrance. Several minutes later, her husband showed up and asked her: "Why are you sitting here? Why can't we get our usual table?" The same explanation was offered, and there were some more rounds of abuse heaped upon the receptionist.

Then the husband decided that he was wasting his time in talking to a receptionist. He said, "There is no point in talking to you. I need to speak to the highest level of management in this restaurant." So the restaurant manager was summoned, and another round of explanation was made.

Here are some choice words from the husband to the manager: "You don't look like a restaurant manager ... you have a haircut in the style of street punks (="teddy boys") ... I cannot believe this restaurant chain would hire a street punk as the manager ... if this restaurant chain hires people like you as managers, they will be bankrupt before too long ... "

And then there was the final threat: "I had signed up for a frequent diner club before, but I want to cancel the card immediately." The manager explained that he was willing to oblige. However, club membership was premised upon paying HK$300 in cash in exchange for HK$300 in coupons.

If a customer wishes to cancel club membership, he needs to return the coupons before he receives the HK$300 in cash back. This particular customer had already used his coupons. When he heard the explanation, the customer said: "Give me the telephone number of your company headquarters right now because I intend to file a complaint against you and your restaurant ... do you know that I am a solicitor? ... you should be expecting to receive a legal letter from my office shortly ..."

Before the customer even made that telephone call, the manager had already called the company headquarters about the incident. This occurred several days ago, but the solicitor's letter has not been sent yet.
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Is the customer always right?
Tags: Customer Service, The Customer Is Always Right, Regular Customer