一X地 壽喜燒-客訴處理 - 餐廳

By Faithe
at 2014-11-02T23:45
at 2014-11-02T23:45
Table of Contents
第一次發文,用手機發文,如果格式傷眼就請見諒了!(sorry~)
文章非常長非常長非常長…
---------------------------------
今天晚上五點多臨時想說來去吃個壽喜燒
天氣涼涼的 感覺蠻適合的~
大約六點二十前我就到了大XX路的一X地
進去後,我說我一個人吃,沒有預約
櫃檯:確定有位置要到八點四十
我:要那麼久噢?現場客也要等到八點四十嗎?
櫃檯:如果我們有預訂的客人取消還有看現場客人吃的情況,會幫你安排
我:好吧,那我等現場
櫃檯:(登記電話姓名)
二十分鐘過去,大約來到六點四十
(當時非常餓XD,也等了二十多分鐘,想說現場已經走了好多組,再去問問)
我:請問我還要等很久嗎?
櫃檯:嗯…確定有位置是八點四十噢!
我:嗯?現場客人你們沒有安排嗎?我看已經走了好幾組耶~?
櫃檯:前面都是有預約的客人啊,我們七點才會開始打電話給下一批客人問會不會取消訂位~
我:蛤?所以我要等到七點,你們才會開始行動?
櫃檯:嗯…七點才會開始打下一批電話
我:所以我從六點多在現場等要等到七點你們才會開始行動?
櫃檯:對,有跟你說要八點四十才能確定有位置
我:所以你們在七點以前不會幫我有任何安排?還是你們不接一個人的客人?
櫃檯:我們沒有不接一個人的客人,但也有跟你說八點四十是肯定有位置
我:但我也在現場等啊,你說會安排啊
櫃檯:(……)
我:所以我六點多到現場來等,結果要等到四十分鐘以上,你們才會有所安排,也沒告知一下?
他沈默,我沈默,我就走了
當下滿生氣的,我的認知裡面,如果要等到30分鐘以上才會有位置的餐廳,不是都會說一句:現場候位要30分鐘以上喔!(當然更貼心的甚至連15、20分鐘都會說)(關於這個認知,也想請大家告訴我一下,是這個認知不對嗎?)
如果等個15、20分鐘,當然我也不覺得怎麼樣,表示人家生意好啊
後來我打電話去(顧及人家還在上班,我也不想在那邊跟他們吵)
我直接請他們現場能負責的人來接電話
(對方表示是店長)
過程不贅訴了
因為都在鬼打牆
滿失望的是在電話中
我一直需要強調:
「我沒有不等,如果我不等,你們說要到8:40的當下我就走了」
「對於你們要現場客人等40分鐘你們才有所行動,不能告知一下客人嗎?」
「我知道8:40確定有位置,但我也同時人在現場等,還是你們沒有在穿插安排現場客?」
「我沒有要搶預約客人位置啊,只是我現場候位原來要等40分鐘以上你們才會安排,你們為什麼沒有告知?」
一直強調是因為她只一直跟我說:
「我們只照流程來,而且別人有預約」
(so?我又沒有要他們取消別人的訂位給我~)
後來她說她會把這件事情往上層報告
老闆會再跟我聯絡
後來我就去了旁邊的X2吃飯XD
過了大約十分鐘吧
老闆/負責人:我是一X地的負責人,你今天有客訴我們(巴拉巴拉……)
我:對,因為我在現場候位,要等40分鐘以上你們才會有所行動,前面也走好幾組客人了,你們都沒有安排,我覺得這樣很糟糕
老闆/負責人:我得到的消息是他們有幫你安排,也有告知你確定要有位置要到8:40
我:他們有告知我8:40才有位置,但我不知道的是,我要等40分鐘以上他們才會幫我開始安排現場的位置
老闆/負責人:他們說他們有告知你
我:我說我知道8:40才確定有位置,但我在現場等,他們說要安排,結果是40分鐘以後他們打給下一批的客人才知道我有沒有位置
老闆/負責人:對啊
我:那既然要40分鐘以上,為什麼不跟我說你們要到7點才會開始問,才會開始安排?一般去餐廳等個15、20分鐘,我也覺得ok,沒問題啊,但是你們是40分鐘以後耶!
老闆/負責人:大概你去的餐廳人都不多吧!
老闆/負責人:大概你去的餐廳人都不多吧!
老闆/負責人:大概你去的餐廳人都不多吧!
(這句實在太令我訝異了,也太令我印象深刻了,所以原封不動重複三遍)
我:我也去你們餐廳啊(笑)
接下來就是重複一連串的鬼打牆
(跟我爭論他的員工有沒有告知我之類的鬼打牆)
(但是我的點一直是在「現場候位30分鐘以上」你們不能講嗎?更何況前40分鐘你們是毫無安排的捏!!)
中間還有一段
老闆/負責人:你怎麼能確定她沒有告知你?
我:因為我人在現場,我是當事人啊
老闆/負責人:我的員工也是當事人啊
(我OS:真是好老闆~會幫員工講話!!)
(我真的心裡冒出這句話欸XDDD)
還有
老闆/負責人:你這樣一直在電話裡面爭論他們有沒有告知你,這樣是一件沒意義的事
我:這樣的意思是你打給我也是一件沒意義的事囉?
(奇怪,你不就是打來處理客訴的嗎?還一直爭?)
反正他也沒有任何歉意,就是不斷不斷的表示我提出「等候30分鐘以上要告知」是一件不可能的事,是我要求太誇張(?),要我體諒他們很忙(我知道啊,我也在現場默默的等了20分鐘才去問一次耶!但是告知現場候位要30分鐘以上,沒空嗎?)
最後他使出大絕了……
他:我們不需要你這一個客人!
他:我們不需要你這一個客人!
他:我們不需要你這一個客人!
(太驚奇了,只好再重複三遍)
然後他就把電話掛掉了
-----------------------------------------
這是我今天遇到的奇聞逸事
非常想了解究竟是我太奧客
還是是店家處理的方式真的很______
還有想知道要求餐廳告知現場顧客說
「現場候位要30分鐘以上噢」
是一個很機車的要求嗎?
最後小小抱怨一下
我也去他們家消費了這麼多次了~
結果原來他們對待顧客的態度是這樣
直接說我不需要你這一個客人
這真的是一個老闆可以對客人說的嗎?
害我瞬間覺得「咦?我變成新聞上那些真奧客了嗎?」
我沒有花錢是大爺的意思
要等要排我也都接受
只是是要等他們''40分鐘以後才會開始處理你的位置''
不能告知一下嗎?????
一句「現場候位要30分鐘以上噢!」
對一X地來說是一件很_____的要求
嗚嗚 我其實很愛吃壽喜燒的說
結果被店家黑了
-----以下開放討拍跟討鞭-----
--
文章非常長非常長非常長…
---------------------------------
今天晚上五點多臨時想說來去吃個壽喜燒
天氣涼涼的 感覺蠻適合的~
大約六點二十前我就到了大XX路的一X地
進去後,我說我一個人吃,沒有預約
櫃檯:確定有位置要到八點四十
我:要那麼久噢?現場客也要等到八點四十嗎?
櫃檯:如果我們有預訂的客人取消還有看現場客人吃的情況,會幫你安排
我:好吧,那我等現場
櫃檯:(登記電話姓名)
二十分鐘過去,大約來到六點四十
(當時非常餓XD,也等了二十多分鐘,想說現場已經走了好多組,再去問問)
我:請問我還要等很久嗎?
櫃檯:嗯…確定有位置是八點四十噢!
我:嗯?現場客人你們沒有安排嗎?我看已經走了好幾組耶~?
櫃檯:前面都是有預約的客人啊,我們七點才會開始打電話給下一批客人問會不會取消訂位~
我:蛤?所以我要等到七點,你們才會開始行動?
櫃檯:嗯…七點才會開始打下一批電話
我:所以我從六點多在現場等要等到七點你們才會開始行動?
櫃檯:對,有跟你說要八點四十才能確定有位置
我:所以你們在七點以前不會幫我有任何安排?還是你們不接一個人的客人?
櫃檯:我們沒有不接一個人的客人,但也有跟你說八點四十是肯定有位置
我:但我也在現場等啊,你說會安排啊
櫃檯:(……)
我:所以我六點多到現場來等,結果要等到四十分鐘以上,你們才會有所安排,也沒告知一下?
他沈默,我沈默,我就走了
當下滿生氣的,我的認知裡面,如果要等到30分鐘以上才會有位置的餐廳,不是都會說一句:現場候位要30分鐘以上喔!(當然更貼心的甚至連15、20分鐘都會說)(關於這個認知,也想請大家告訴我一下,是這個認知不對嗎?)
如果等個15、20分鐘,當然我也不覺得怎麼樣,表示人家生意好啊
後來我打電話去(顧及人家還在上班,我也不想在那邊跟他們吵)
我直接請他們現場能負責的人來接電話
(對方表示是店長)
過程不贅訴了
因為都在鬼打牆
滿失望的是在電話中
我一直需要強調:
「我沒有不等,如果我不等,你們說要到8:40的當下我就走了」
「對於你們要現場客人等40分鐘你們才有所行動,不能告知一下客人嗎?」
「我知道8:40確定有位置,但我也同時人在現場等,還是你們沒有在穿插安排現場客?」
「我沒有要搶預約客人位置啊,只是我現場候位原來要等40分鐘以上你們才會安排,你們為什麼沒有告知?」
一直強調是因為她只一直跟我說:
「我們只照流程來,而且別人有預約」
(so?我又沒有要他們取消別人的訂位給我~)
後來她說她會把這件事情往上層報告
老闆會再跟我聯絡
後來我就去了旁邊的X2吃飯XD
過了大約十分鐘吧
老闆/負責人:我是一X地的負責人,你今天有客訴我們(巴拉巴拉……)
我:對,因為我在現場候位,要等40分鐘以上你們才會有所行動,前面也走好幾組客人了,你們都沒有安排,我覺得這樣很糟糕
老闆/負責人:我得到的消息是他們有幫你安排,也有告知你確定要有位置要到8:40
我:他們有告知我8:40才有位置,但我不知道的是,我要等40分鐘以上他們才會幫我開始安排現場的位置
老闆/負責人:他們說他們有告知你
我:我說我知道8:40才確定有位置,但我在現場等,他們說要安排,結果是40分鐘以後他們打給下一批的客人才知道我有沒有位置
老闆/負責人:對啊
我:那既然要40分鐘以上,為什麼不跟我說你們要到7點才會開始問,才會開始安排?一般去餐廳等個15、20分鐘,我也覺得ok,沒問題啊,但是你們是40分鐘以後耶!
老闆/負責人:大概你去的餐廳人都不多吧!
老闆/負責人:大概你去的餐廳人都不多吧!
老闆/負責人:大概你去的餐廳人都不多吧!
(這句實在太令我訝異了,也太令我印象深刻了,所以原封不動重複三遍)
我:我也去你們餐廳啊(笑)
接下來就是重複一連串的鬼打牆
(跟我爭論他的員工有沒有告知我之類的鬼打牆)
(但是我的點一直是在「現場候位30分鐘以上」你們不能講嗎?更何況前40分鐘你們是毫無安排的捏!!)
中間還有一段
老闆/負責人:你怎麼能確定她沒有告知你?
我:因為我人在現場,我是當事人啊
老闆/負責人:我的員工也是當事人啊
(我OS:真是好老闆~會幫員工講話!!)
(我真的心裡冒出這句話欸XDDD)
還有
老闆/負責人:你這樣一直在電話裡面爭論他們有沒有告知你,這樣是一件沒意義的事
我:這樣的意思是你打給我也是一件沒意義的事囉?
(奇怪,你不就是打來處理客訴的嗎?還一直爭?)
反正他也沒有任何歉意,就是不斷不斷的表示我提出「等候30分鐘以上要告知」是一件不可能的事,是我要求太誇張(?),要我體諒他們很忙(我知道啊,我也在現場默默的等了20分鐘才去問一次耶!但是告知現場候位要30分鐘以上,沒空嗎?)
最後他使出大絕了……
他:我們不需要你這一個客人!
他:我們不需要你這一個客人!
他:我們不需要你這一個客人!
(太驚奇了,只好再重複三遍)
然後他就把電話掛掉了
-----------------------------------------
這是我今天遇到的奇聞逸事
非常想了解究竟是我太奧客
還是是店家處理的方式真的很______
還有想知道要求餐廳告知現場顧客說
「現場候位要30分鐘以上噢」
是一個很機車的要求嗎?
最後小小抱怨一下
我也去他們家消費了這麼多次了~
結果原來他們對待顧客的態度是這樣
直接說我不需要你這一個客人
這真的是一個老闆可以對客人說的嗎?
害我瞬間覺得「咦?我變成新聞上那些真奧客了嗎?」
我沒有花錢是大爺的意思
要等要排我也都接受
只是是要等他們''40分鐘以後才會開始處理你的位置''
不能告知一下嗎?????
一句「現場候位要30分鐘以上噢!」
對一X地來說是一件很_____的要求
嗚嗚 我其實很愛吃壽喜燒的說
結果被店家黑了
-----以下開放討拍跟討鞭-----
--
Tags:
餐廳
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