Saturday, November 22, 2008

This thing about following procedures

I had a quick and light dinner earlier today, as both me and my significant other were rushing to our cousin's wedding in the evening. We went to one of the Big-M fast food restaurants and the conversation occurs as follows:

Customer Service Girl (CSG): Hi there, welcome to M.....
Me: Yeah hi, can I have one set of the Chicken Nuggets meal...
CSG: Upshize!
Me: errr...and one set of the McWings meal...
Me: (feeling a little flustered now)...errr, upsize for both, and can I change the drinks to Ice Lemon Tea for both
CSG: So the drinks for both change to Ice Lemon Tea, one Chicken Nuggets meal and one McWings meal, no upsize....having here?
Me: Yes, of course

I also remembered the other one that my significant other had when we ordered dinner at the famous chicken food outlet.

Significant Other (SO): Hi there, can I have two sets of the Spicy Chicken Tomyam meal, with the drinks change to Ice Lemon Tea and having here
CSG: Ok, your order is for 2 sets of Spicy Chicken TomYam meal, drinks change to Ice Tea...having here?
SO: Errr...yes
CSG: That will be $..... (can't remember the amount)
CSG: Will that be chilli and ketchup for ou ma'am?
SO: Err, will there be any difference, since you are passing to us the small containers and we will be the ones taking it? (for those not in the know, most outlets of the the local fast food chains are moving into self-service stations for customers to take their own straws, serviettes, chilli, ketchup, sugar, pepper, stirrer, etc)
CSG: Errrr...oh, ok (hands over two mini-plates to my SO, and then off to fulfill the order)

What I like to draw you attention to is not about the badness of having a standardised form of way in handling customers, but sometimes, just sometimes, it does pay to:
  • Listen to the customers' orders first
  • React accordingly
  • Review your standardised procedural greeting/handling in the light of your changing operational practices.
I guess, customer service in the local fast food outlets have still a long way to go! Sigh...

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