Poor service at Chaguanas restaurant

Apparently that does not go for every business place now. Let me further explain my point, I am currently attending TTHTI (Trinidad and Tobago Hospitality and Tourism Institute) and one of my courses is Quality Customer Care. In this class we are being taught how we should treat customers while we serve them and how we should settle certain disagreements. Now that I have this knowledge I can say what’s on my mind confidently.

Some friends and I went for lunch at a Chaguanas restaurant. We stood in the line for about a good 15 minutes, yes that’s the first problem that arose the service was slow. Secondly, when we approached the cash register to place our order the lady at the counter was quite pleasant. She took the order then we stood and waited another long period of time. Our food was finally ready so we went to collect it not realising that one of the orders was mixed up and dressing was applied to it. My friend opened her box then realised what happened so decided to return it to the cashier, she was still pleasant. She said in a kind way that she was not sure what she can do so she called one of the higher employees. First when she was coming from the back I realised that she was the same girl who was standing by the food area without a hair net. So she came out and was informed about the situation, she then took it upon herself to argue. Everyone was shocked because there was no need for an argument. I watched her and said in a calm voice "Excuse me can I replace my order or get my money back?" She said no with a hurried voice not even explaining why and left. I called her back and addressed her with a more stern voice still in a calm way. "Why can’t I have my money back or my order changed?"

She replied just how I expected "because you already placed your dressing on it." I just wanted to make it clear to her that I am the customer and without me she might not get paid because of the power of speech I could tell my friends and other people not to go there because of its bad service, so I kindly replied "I understand but the manner in which you said it and the non-verbal way you brought it forward was rude and uncalled for and because of you a lot of people have been affected." My friends and I got up and left the food right on the counter neatly wrapped and left. This showed that she had no knowledge how customers should be dealt with and this clearly shows that many business-places do not educate their employees before hiring them and this can cost them their job.

To me this situation did not need to take place like that. It should have been dealt with professionally.

This clearly shows that in businesses now there is a lot of room for improvement, more up-to-date training should be put in place for managers in order for them to train their employees but in this case I think the employee should train her manager. These things are looked at to rate their business so they should always be at their best they don’t know who is going to enter.

KELYSSA REYES

Cunupia