Early this year I had a bad experience with the KFC outlet at Island Plaza. I haven’t really been there since then. Poor crisis management. See, this is how you are going to loose a customer.
Having said that, about a month ago my brother decided to use his KFC Happy Tuesday card to get 25% off our meals since my mum wasn’t cooking that night. I was kinda reluctant to buy at the Island Plaza outlet but since it’s the nearest to my place, I said to myself, everyone deserves a second chance, right?
We bought our Dinner Plate and Snack Plate back and with no surprise, there were still ‘oil cubes’ under the chicken’s skin – yeah I really hate that. The ‘oil cubes’ make the chicken really not finger lickin’ good at all, and I know this is not the standard from KFC because this only happens in a few outlets, which include this one at Island Plaza.
The day after that I suddenly thought that I should give a feedback to them so that they could improve and it could save my trouble traveling to town to get a piece of chicken when I really crave for one.
So I checkout their website:
Customer feedback is an important way for us to better improve our service. We would like to hear your feedback in the form of suggestions, comments, complaints and any other information related to our company and our services. Your feedback is very valuable to us.
But there is no email to send your feedback. Only one hunting line and one fax number. I was kinda hesitate at first but I thought, OK, once and for all. I dialed the number.
After pressing the options given, I was directed to the operator. I told the lady that I called in to file a feedback and complain. She said:
“Oh for feedback and complain you can talk to Mr XXX or Ms XXX (if I didn’t get her wrongly).”
And so I was put on hold while she transferred my call. Thirty seconds… one minute… two minutes… three minutes… four… five… finally someone picked up the phone.
“Hello? Hello?” I was hello-ing eagerly. But there was only me on the line. No one on the other side. Obviously this wasn’t going to work out. I hung up the phone and called again. I told the operator that someone hung up my call and I haven’t even started to talk. She repeated, “you can talk to… “ and put me on hold again.
One minute… two minutes… someone picked up the phone… the operator.
“Uh miss, no one answer lah.
“Yeah I know. So put me to someone else whom I can speak to la.”
“OK. Wait ya.”
One minute… two minutes… and it’s the operator again.
“Uh miss, no one answer lah.”
“Do you have only two persons in your company handling customer’s complaint?”
“Yes. Mr XXX is for KFC and Ms XXX is for Pizza Hut.”
“They don’t have any other staffs dealing with customers???”
“Erm… you wait ha… I check for you and see…”
And then I was put on hold with the lovely music again. Thirty seconds later, I heard a sweet voice coming from the other side.
“Yes?”
“Hi. Initially I wanted to call up for a feedback. But now I think I wanna complain.”
“You want to complain about…? “
“I was checking on your website to get an email address that I can file a feedback but there was only one hunting line and one fax number… “
“No. I’m sure there is an email address there. Our email address is everywhere on the feedback form and… “
“Miss, I am sitting in front of my computer looking at your Contact Us page. Do you want me to read it out for you?”
“Erm… OK… I can give you an email address now so you can send in… “ What the H. @.@
“I called in twice. Someone hung up my phone before I could talk and I was put on hold for more than 10 minutes passing around the building.”
“No. Our staffs won’t hang up your phone call for sure.”
“Yeah but they’ve just done this to me.”
“Erm… OK… “
“Anyway, I have a feedback regarding your shop in Island Plaza…” and so I started to tell her what I think was wrong. Finally, she was listening and not saying that ‘oh our chicken won’t taste that way’.
When I stopped, she followed by saying that she will let her superior know about the chicken at their shop in Island Plaza (oh and she did say that they will send someone to investigate), and stressed that they will DEFINITELY put their email address on their website.
As of today, their contact page still has no email address. Or maybe it’s only visible to others, not me???
buy a bucket of chicken and fedex to them, LOL. well as far as customer service is concerned, i dun think in msia they are that particular. kinda sad case ler. there’s once i complained about pizza hut but surprisingly they changed the pizza and apologized in a record time of 30mins. no hunting line, no holding on the phone nor did i got pissed off with the operators.
probably the chickens are getting up to their head already. KFC, should be finger licking good and not oily licking good. LOL. personally i have experienced the same at island plaza’s outlet and never been there since.
hmm..you reminded me of an incident where there was a fly in the drink…hahaha..
that was classic man…..
anyway, when i’m back let’s go to other kfc please…although it’s near your place, i dowan you to advertise them in your blog anymore LOL..
satkuru: Ooo how did you complain about your pizza? That’s why lar I got so disappointed with the chicken. I mean, I really don’t wanna travel too far to get a nice piece if there is already an outlet just right outside my house. :/
Charles: Haha. Yeah I was told the one at Batu Feringghi is good. The one in Queensbay Mall also not bad. The old building opposite Dorsett is acceptable. You fetch me, I go. :D
That’s why la I don’t eat in KFC.
i complaint once about pizza hut for my online order and the gave me a complimentary voucher and i got to eat for free.
i complaint once about pizza hut for my online order and the gave me a complimentary voucher and i got to eat for free. i dun see any email address from the kfc site.
i only had a bad experience at BK4′s Pizza hut.
i kept reminding them to serve some pizza but after a few times i got sick of it -.-
had to pay for the 10% service charge-.-
this is stupid, should have stood up and spew vulgar everywhere.
Simon Seow: I think this is the first time I heard someone not eating KFC. :D
baby: So good… why didn’t I get a complimentary voucher… @.@ So it’s not only me who can’t see the email address! :D
kritz: Cool down cool down. Hehe. Yeah sometimes we as customers were having really nice mood wanna dine out with friends or family but this kinda services really spoil the whole thing.
well, seeing the look of your pissed-off face was priceless…hahaha..batu feringghi one tutup kedai 1 year ago..apala lu..eh why i always fetch…u fetch lah! haha..the last time u fetched me was like 2 years ago to Tesco..and that was because you dun really know the way! :P
Charles: Issit??? How come recently only someone told me the chicken there is nice??? You sure bo??? Eh I tell you what, if you go check on their website under ‘Locate Us’, you can still see their Batu Feringghi outlet listed there ok. :P Well, you like to drive ma. :D