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 !

unker say... that same guy coming to "kiu kai" (order chicken) again

so far i go KFC no problem. the problem arise from kiasu ppl who can't let his coupon go.

Qualification to be KFC wokers should upgrade and give competative salry also, then can get someone with good communication skill, not some mat rempit and put chicken at their foot before friend it....why not, KFC and McD make millions

same with me too...

Yea true, from the press conference he only speaks chingchongnipnongnong.

Oh come on people, this is Malaysia, it's either you can speak in malay or our own manglish at least.

I bet even if you speak perfect queen's english, only some would understand here, lols.

me too

most malaysian used to bad customer service, we just sit there diam diam or queue only.
Afraid later kena.

Sometimes KFC serving people very slow and long queue, then i rather eat elsewhere.

Also depends how the management at the each KFC branch hire & train their staff. If they hire samseng then ofcourse they will act like that loo.

Even nowadays, you go so call nice restaurant, you get lousy service, simply bcs the management do not know or did not train their staff. Not all hired employee are with good brains and well manners. They need to be teached...hahaha.

how come they forget to mention low pay????....RM1 per hour....wat customer service?...get served customer!!!

salary too low

in east malaysia even lower even though the same franchise

mat saleh celup spotted.

eksyen plak tu..

boo dia ramai2

(like that?)

u spoke with them english they answer u malay..mau jaga mother language

i've been to many fast food restaurant. i never did encounter rude customer service. to me, if you're being reasonable to the staff, they will be reasonable to you. its simple as that.

nowadays most malaysian are rude, things doesnt go their way, they complaint2.

Its becuase KFC is a Malay company....Malay company only care for profit....

I frequent KFC (about once a week) for the past two years and do not really have major problem. However, something I notice is that some staff are very passionate and professional while the others are cold and just want to get the job done. This is very different compared to McD which their staff all behave the same

Another problem is that they only prepare some food on order, which could make you wait for 10-20 minutes just for the food to come, like their recent lunch treats which include burger stacker... Almost everytime I order that I will have to wait for 20 minutes.

i see what u did thar....

just go to mcd can liao

all they need is simply just apologize.

so difficult meh?

makes me wan to eat KFC now

Dun blame malaysia customer service, they are consequences of malaysian's low demand for customer service

NUFF said!

Should learn from Taiwan....,maybe they learned from Japan..

KFC staff training sux.
TKSS only. Just like their advertisements. Picture and actual product so different!
Their discipline and cleanliness is very low, almost non-existence. Very backward mentality.

It has been like that every since they change management many decades ago. Which is why McD's is able to capture many of its customers!

I dont think they will simply apologize coz what in their mind now is if they did apologize = KFC gt prob and such big organization will keep kena kutuk by public

mostly case will settle under table

Of course. In Malaysia, part time jobs are jobs you work 10 hours a day and 6 days a week.

Last time went to nilai branch KFC the smell of chicken became smell of long kang..... I still have no idea how I survive that day The cleanliness is a BIG NO to KFC

I just eat the chicken. Gooding yo~

or got conspiracy theory; they all pakat just to get money from KFC. they thought can get handsome million from KFC by bringing to lawsuit...hahaha

McD and KFC different segment, u cant compare those two
they are not even a competitor

THIS!!!


yea i know..if kfc is non-bumiputera company, sure u wont complaint..well, all non-bumiputera did is a perfect thing..

In overseas KFC worker can have decent lifestyle working in KFC.

If KFC pays RM3k and cost of things maintain as it is, more quality workers can be hired.

That danny boi looks like a trouble maker from jinjang type. But it still doesn't give the kfc staff to do a Rambo on him. And neither does it give Suarez any reason to decline shaking hands w the forevra nikka who insulted his mama in Spanish.

why fight for chicken..haha....got many other chicken what....go mamak, go goreng ur own, go fucuk at thai...opppsss...

somemor more delicious then KFC

This post has been edited by chamcham: Feb 17 2012, 12:09 PM

In Msia, it is an unwritten rule not to give feedback to 'improve' certain things one la.

satu set ayam masak sendiri, plz...

customer service ? never heard of it

O M G!

If they can give kasut, tuala and kung Fu chikin, why not long kang?

Suppose after the kasut incident the management says going to take action to prevent such things from happening!

But....

NANDOS HAS THE BEST SERVICE AND THEY ARE CUTE AS WELL!

why not?
They compete for the same stomach!

Staff training and customer service different?
Cleanliness different?

I thought the fighting WAS a service?

mang Im serious, the whole branch of nilai KFC the smell is omghhhh


after that I didnt go ler

i prefer popeye than this kfc who sells overrated chicken

If the servers could speak fluent English, they wouldn't be working at KFC.

1st of all... there's no countries that has such high demand of KFC chicken like malaysia

never i've been seeing KFC being sold out by 9-ish in any country other than Malaysia

and never there're customer that rage so badly bcos of no KFC chicken... they just eat something else.

+1 agree wif bolded. Many dare not complain and quietly accept bad service it is.
Complains are criticisms improves business, many fail to realize that.

Ah fark that. KFC OR the best.

It's the smell wafting through the air... Imagine you're hungry and waiting for more than an hour, standing in line staring at the menu of golden fried chicken and smelling the famous KFC smell floating in and around you. Plus, the happy faces of those who have gotten their chicken and are greedily munching away on original and spicy chicken, with a side of mash, coleslaw and cheezy wedges...mmmm.

Not everyone can tahan that long without meradang