It has been few months back since I last visited Kopi Club, a cafe restaurant located in Plaza Lowyat that serves local delights. I normally go for their 'nasi ayam goreng panas with coffee'. I like the taste of their fried chicken, big whole leg serving and a choice of coffee or tea for only RM12.90 (excluding service charge).
Today, I feel like having fried chicken and went for the it. Such a disappointing decision made. The service was bad, price gone up and portion shrink. The staffs, most of them were arrogant and ignorance to the customers. The price for my 'used-to-be' favourite nasi ayam goreng panas with coffee is now RM14.50 before service charge (have to pay for that kind of service?!); and lastly, the fried chicken...much smaller and it doesn't taste like how it used to be.
Well, we don't mind if the price increases due to costs, but can they maintain the quality or, at least more pleasant to the customers?! What say you?
I was downtown last week, walking around Bukit Bintang and doing some shopping in Pavilion KL and KLCC. I was shocked to experience our own very own customer service in some of the shops. Not a very pleasant experience but there are also some good ones.
The customer service in some of the retail shops was very poor. The promoters hardly welcome any customers. Sometimes they do greet the customers but were very mechanical. If you are lucky, they will notice you walking in or seeking help. Some, choose to ignore the customers.
So what are they doing in the shop?
The smartphone is their best companion at work now. They choose to concentrate on whatever they are doing with their phone rather than serving the customers. They don't even look happy when I asked them about their products, showing me the look as I have interrupted them. I just wonder who is the customer?!
Another incident I had when I approach a promoter at one of the China-based smartphone brands in KLCC. He advised me to go to their website to find out more about the specification of the model I inquire for. I think this is one of the reasons why many prefer to buy online as they don't have to feel disappointed with the services at the retail shop.
If employers are serious about their business and are customer-oriented, it is time to re-examine your customer service, especially at the storefront. Something simple can change the entire service culture of the business. Watch this: What Steve Jobs Learned From The Ritz-Carlton by Forbes
