ASDA complaint.......

UK2010

goater78 wrote: »

However reading the OP's post she seems perfectly reasonable in her argument

How do you know? You haven't looked at the signs! I'm going to look today and I bet I'm right! How on earth can you say that without ever seeing!!!!!!!!!

goater78 wrote: »

I come from the old school where you have the motto of "the customer is always right"

The phrase "the customer is always right" was invented by an entrepreneur that said it because he knew in actual fact the customer isn't always right!

jennieshrew

UK2010 wrote: »

There you go Jennieshrew an obsessed deranged customer who a John Lewis member of staff has had the misfortune to deal with!

Jennieshrew, my gut feeling now is you've never worked with the general public have you?

I didnt say JL customers were all wonderful, I said the staff were all good at dealing with whoever complained to them. I'm sure Vyle was utterly lovely to the moaning people who were treating them rudely.

I used to work in McDonalds for many years and they spent a lot of time training us in customer service. The first thing they taught us is that it doesnt matter what the person is complaining about, first SAY SORRY, then exchange their food or fix whatever it is they are moaning about and if you think they have a genuine complaint give them a free icecream. They always told us that it isnt worth losing any customer or being taken to court over a burger which cost them about 1p to make. I have used this principle in every job I have ever had since and have never had a customer who you cannot satisfy. If McDonalds can teach excellent customer service then I fail to see why Asda cant.

Takoda

jennieshrew wrote: »

I didnt say JL customers were all wonderful, I said the staff were all good at dealing with whoever complained to them. I'm sure Vyle was utterly lovely to the moaning people who were treating them rudely.

I used to work in McDonalds for many years and they spent a lot of time training us in customer service. The first thing they taught us is that it doesnt matter what the person is complaining about, first SAY SORRY, then exchange their food or fix whatever it is they are moaning about and if you think they have a genuine complaint give them a free icecream. They always told us that it isnt worth losing any customer or being taken to court over a burger which cost them about 1p to make. I have used this principle in every job I have ever had since and have never had a customer who you cannot satisfy. If McDonalds can teach excellent customer service then I fail to see why Asda cant.

Hmmmm. "Exchange their food."I had a replacement KFC product in exchange for one which was burned. Happened to break it in half to share with someone else (as it was a new line and we were both curious to know what it tasted like) My hand was covered in what could only have been spit! Threw product away. Manageress didn't care. Environmental Health sent someone to investigate but couldn't do anything as I no longer had the product. Never been back to KFC since - not that branch - not any branch and never will.Completely put me off ever complaining about food anywhere where spotty youths are employed! Only eat in MacD's when I'm stuck now and don't buy any other fast food. Still feel sick thinking about it and it was more than 5 years ago!

jennieshrew

Takoda wrote: »

Hmmmm. "Exchange their food."I had a replacement KFC product in exchange for one which was burned. Happened to break it in half to share with someone else (as it was a new line and we were both curious to know what it tasted like) My hand was covered in what could only have been spit! Threw product away. Manageress didn't care. Environmental Health sent someone to investigate but couldn't do anything as I no longer had the product. Never been back to KFC since - not that branch - not any branch and never will.Completely put me off ever complaining about food anywhere where spotty youths are employed! Only eat in MacD's when I'm stuck now and don't buy any other fast food. Still feel sick thinking about it and it was more than 5 years ago!

KFC is a different kettle of fish. The ASDA of fast food..... My OH found somthing awful awful awful in his KFC. All I can say is KFC dont do customer service like I used to in McDonalds

deanos

custardy

Storck wrote: »

From all the examples on here I presume it is ASDA policy that when they advertise any 2, or any 3, they mean any 2/3 of the same thing no mixing and matching like in other supermarkets.

well it depends asi have seen offers wehere its multiple products
their 3 for £10 on meats is a common offer

Takoda

jennieshrew wrote: »

KFC is a different kettle of fish. (or CHICKEN LOL) The ASDA of fast food..... My OH found somthing awful awful awful in his KFC. All I can say is KFC dont do customer service like I used to in McDonalds

One of my friends worked for McD's during her student days. She got into management from what I remember - said they were a decent company to work for.

Laughing at "The Asda of fast food" :rotfl:

I think the level of service varies according to the restaurant with Mc D's though.I have found them to be either incredibly helpful and polite or completely disinterested. I like the fact that they employ older people - you see a few people in their 50s usually sweeping up but at least they are given a chance which is good.

vyle

jennieshrew wrote: »

I used to work in McDonalds for many years and they spent a lot of time training us in customer service. The first thing they taught us is that it doesnt matter what the person is complaining about, first SAY SORRY

Interesting note about the customer services training I've received is to never say sorry.

It sounds odd at first, but if you're saying "sorry" it basically sounds as if you're defeated and don't have control of the situation.

For instance, if someone wants to exchange a manky burger and you say "Sorry, i'll get you another one," it doesn't psychologically give the customer any confidence that the next one will be any better.

If you reply with something like, "I agree that (whatever it is) is unacceptable and will sort this out for you immediately," you're not apologising, but you are taking ownership of it and fixing the situation.

There are some situation where a customer will want an apology, but most of the time, if they've got a problem they want it sorted out, and taking ownership and inspiring confidence is the most effective thing you can do.

Payless_2

Takoda wrote: »

Hmmmm. "Exchange their food."I had a replacement KFC product in exchange for one which was burned. Happened to break it in half to share with someone else (as it was a new line and we were both curious to know what it tasted like) My hand was covered in what could only have been spit! Threw product away. Manageress didn't care. Environmental Health sent someone to investigate but couldn't do anything as I no longer had the product. Never been back to KFC since - not that branch - not any branch and never will.Completely put me off ever complaining about food anywhere where spotty youths are employed! Only eat in MacD's when I'm stuck now and don't buy any other fast food. Still feel sick thinking about it and it was more than 5 years ago!

Oh no, how disgusting. I enjoy an occasional KFC . Not any more.

NGlady

In customer service, I was always tought the difference between empathy and sympathy. Empathy being the correct stance to take in customer service "Sorry to hear that sir, please allow me to rectify this for you" would therefore be "Im sorry sir" or "Yes sir thats really bad" you need to let a customer feel he is in control but in reality you are in control of this situation and he isnt going to be able to walk over you. I worked for an internet companies retention team and some of the complaints we had though, was petty rediculous to save the least, we had one customer who had rang loads of chat lines premium rate and rang up to ask if he could have some money off his bill?! "Unfortunatly sir we couldnt do this" "Well ill make a complaint then" hrm?!

Its quite odd what u said about KFC. In my student days, I did a short stance at KFC, let due to having too much studying to do. But we was always tought to offer an apology and replace the food.

I think it does vary company to company what they require from their staff....

But OP this is MEAT lets not take this out of prospective.