Tired staff cost a company

I AM a fast-food enthusiast. I have been observing the decline of service standards among almost every KFC outlet in the Klang Valley.

The recent fracas which went viral “KFC worker allegedly assaults a customer” (The Star, Feb 9) literally broke the camel’s back.

Although this is an isolated incident, I think the management should treat the case as an eye opener to enhance its service capability to extend the finger-licking goodness feeling among its customers and to sustain it.

It would be great if the management could seriously look into the recruitment process as we are currently attended by foreign workers who are neither competent nor savvy about Malaysian customers’ needs.

The few Malaysians employed are also lacking in terms of customer care and finesse. The customer counter staff are abrupt and look tired or worn out.

The customer load has increased, thus the workload has risen, too. This causes fatigue, resulting in tired-looking counter staff who are not so welcoming nor keen to attend to a demanding customer.

The workload must be equally distributed to ensure no staff is overworked. An overworked counter staff will create damaging scenes and this will cost the company.

This was what we witnessed in the recent fracas at the I-City outlet.

The other major problem that I encounter is the language problem. While I sympathise with the crew for their less than adequate English due to our current education system, I think it is the ultimate responsibility of the management to ensure that the training programme covers this important ingredient.

The next factor I see in most outlets is the dim and dark ambience. I think the overall lighting and decor of the outlets must be improved in line with the times.

Bright and shiny outlets are an attraction to all, especially children.

The recent fracas is a blessing in disguise for the management to sit down and ponder on ways and means to further improve its service.

RAVINDRAN RAMAN KUTTY,

Kuala Lumpur. http://thestar.com.my/news/story.asp?file=...53081&sec=focus

malaysia, what customer service? nuff said.

where's the SORRY?


ok continue boykott it

since when kfc got customer service ?

later the upper management say our customer service is not good enough. time to put 5%customer service tax

KFC and customer service does not go together.

KFC and Muay Thai.. now that's a close relationship

they should make a KFC wending machine, put in coins and notes for our chinkens.

KFC good with punches not punchline

at KFC, u fight for the chicken... only the winner wins the chicken!

i bet this RAVINDRAN RAMAN KUTTY is a fat boiiiiiii!

cinanikka loves their chicken...

Why blame the language on the KFC side?

They are paid peanut and yet you want them to speak English fluently?

I say the language barrier issue more blameable to the victim, Danny because he could barely speak English and Malay.

Ayam goreng mamak lagi sedap. I don't even have to fight for it.

u must be mamak

so how the boycott going on?
i heard the awesome customer got his rm20,000, u guys got what?

My recent KFC experience:
I went there wanna buy some chicken. I pointed at the picture said I one this. Then the representative bombard me with some term which I got no idea what is that until the lady standing behind explain to me liao.

wow, ordering fast food also u get confused?

lol

I lolled at the quote above

And its not the edu system to be blamed, its certain malay's perception towards english that should be blamed.


I am a malay and i know a few malays still thinks that english is for the 'eksyen' people.
I do think that im capable to speak "like a sir" if i wanted to.
And yes i came froormal sekolah kebangsaan

This post has been edited by NagaAbyssus: Feb 17 2012, 10:39 AM

Yea lo seldom buy chicken from KFC ma.
Most of the time I only buy chicken rice from the uncle nearby my place.
I'm his regular customer until he see my face he know what I want liao.

SWEAT SHOP !