KFC: Malaysian Customer Service is Low 
Feb 17 2012, 10:51 AM
QUOTE(Polaris @ Feb 17 2012, 09:34 AM)
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
how come they forget to mention low pay????....RM1 per hour....wat customer service?...get served customer!!! 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
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