Service and Fast Food
Service Experience ??
So I was in New Kingston this afternoon, and I decided to go to Burger King and get some lunch. I approached the cashier and I made my request for a Steakhouse Combo along with a double chocolate chip cookie. After making my purchase I patiently waited to collect my order. Other customers were waiting at the counter as well – the server behind the counter comes up and says, “number 191”, he then repeats, “number 191” and then in a very curt and aloof tone he says again, “number 191.”
The customer with “number 191” responds and says, “I am here,” in the meantime, the customer is acknowledging her number and extends her hands out with the receipt. The server now is mumbling and grumbling under his breath and his facial expressions show annoyance. The customer says, “number 191 is here”, and the server responds, “didn’t you hear me calling?” The customer responds, “If I heard you calling I would have answered….”, at this point the customer is now annoyed too as she clearly feels that this server believes that he’s doing her a favour.
The server takes the receipt and confirms the choice of soda for the customer, the customer requests a ketchup and mayonnaise with the meal and the server gives her and then says, “thanks for making it Burger King and have a great day”, the server’s tone was so monotonous and disengaged that the customers’ expressions clearly showed this was not genuine and sincere on behalf of the server.
Moral of the story here is that the server should have been a bit more patient when calling order numbers and when the customer acknowledges her number – he should have simply confirmed her soda choice and given the customer the meal. The closing remarks should have been more engaging and some level of eye contact used with the customer.
Employees need to remember that customers are not a bother and they are the reason why you are in business. The customer is sometimes on a telephone conversation or responding to an email or an instant message while waiting in Burger King on their food and this would cause them to be distracted, however, the employee should not aim to highlight the fact that the customer was not paying attention!
Customer Service Strategist