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.
