The mantra "the customer is always right" is a classic for good customer service. RTS didn't start it. It's been around forever.

Based on his assertion that he only did as much as he had to, I don't think he subscribes to that idea. :idunno:

Rockmom, if you didn't specifically ask for a drink (aside from the Hot Chocolate) then they probably substituted your meal drink with the hot chocolate.

 

I worked @ McDonalds a few years ago and if someone ordered a meal and then asked for a hot chocolate, without asking for a drink, I would just assume that the hot chocolate was what you wanted for your drink.

 

Makes sense to me. If I order a meal, I specify the drink that I want with the meal. I believe breakfast combos have the option for three different drinks (pop, OJ, or coffee), so the customer would need to specifically state their preference of drink. The drive-thru person probably thought the hot chocolate was the drink that was being requested for the meal. Seems like a simple misunderstanding.

 

 

I don't understand why the management had such a problem fixing the problem once RM clarified her request though. :idunno:

Rockmom, if you didn't specifically ask for a drink (aside from the Hot Chocolate) then they probably substituted your meal drink with the hot chocolate.

 

I worked @ McDonalds a few years ago and if someone ordered a meal and then asked for a hot chocolate, without asking for a drink, I would just assume that the hot chocolate was what you wanted for your drink.

Regardless if that is true or not, it should have been easily taken care of after she came in and explained the situation.

"an Egg McMuffin meal, a breakfast burrito and a large hot chocolate"?? That's an awful big breakfast RM. Maybe the small hot chocolate and no drink was their way of keeping you from getting a tummy ache later.

All you have to do is contact McDonalds.com and copy and paste your story from here, submit and tell them which store it was and what time of day.

 

They'll send you free food and then the correct person will get an attitude adjustment.

 

We had a similar incident at McDonald's just about 2 weeks ago. I didn't politely do anything and I'm not embarressed. I told them exactly what I thought about them, then called the main McDonalds and told them exactly what happened.

All you have to do is contact McDonalds.com and copy and paste your story from here, submit and tell them which store it was and what time of day.

 

They'll send you free food and then the correct person will get an attitude adjustment.

 

We had a similar incident at McDonald's just about 2 weeks ago. I didn't politely do anything and I'm not embarressed. I told them exactly what I thought about them, then called the main McDonalds and told them exactly what happened.

 

Good point. As to the bolded, I'd print the entire thread, that way they understand the bad press that they've gotten from this store's inadequete customer service.

 

I think that a store manager with any kind of, err, gumption to him/her would have the employee who commented about the "attitude adjustment give you a personal apology, either via letter or in person.

"an Egg McMuffin meal, a breakfast burrito and a large hot chocolate"?? That's an awful big breakfast RM. Maybe the small hot chocolate and no drink was their way of keeping you from getting a tummy ache later.

 

I think that she mentions her daughter in a post a little farther down the page.

Regardless if that is true or not, it should have been easily taken care of after she came in and explained the situation.

 

I agree.

No, the customer IS right in almost every situation. As a customer service rep., you have to decide if pleasing any particular customer is worth whatever financial sacrifice you're making on behalf of the company. You have to remember that one displeased customer will generally cost you about 10 more -- sometimes even more.

 

 

Basically you are agreeing with me. I never said the customer is always wrong, or almost always wrong. I never even insinuated that. I said they are NOT always right. You said "the customer IS right in almost every situation". Which means you realize that in some situations, they are not right.

 

I don't care how much money I make, the customer who yells at me or flips me off, for no reason, is NOT right.

Edited October 19, 200917 yr by halfback20

The mantra "the customer is always right" is a classic for good customer service. RTS didn't start it. It's been around forever.

 

Really? RTS didn't start that?

 

I know it's been around forever, but that doesn't mean it's always true.

Then you might not want to consider working with the public in the future. Just my opinion. It's not something that's for everyone.

 

And you make that assertion based on what?

 

Do you know how I handled the situations I've mentioned?

 

I love working with the public and I am very good at doing it. I've done it at McDonald's, and as a valet at other jobs. I've never had a complaint on me from a customer or student.

Based on his assertion that he only did as much as he had to, I don't think he subscribes to that idea. :idunno:

 

Read the entire thread Birdsfan. I have already said that was a joke.

 

Some of you just like to take things and run with it even if you have no clue what you are talking about.

Read the entire thread Birdsfan. I have already said that was a joke.

 

Some of you just like to take things and run with it even if you have no clue what you are talking about.

We were all clear on it. We just needed to read your initial post. You can change your point of view though if you like. In fact, that's what we're all hoping you will do if you intend to work C.S. in the future. :thumb:

Basically you are agreeing with me. I never said the customer is always wrong, or almost always wrong. I never even insinuated that. I said they are NOT always right. You said "the customer IS right in almost every situation". Which means you realize that in some situations, they are not right.

The situation where the customer can not be made to "feel" they were right is quite rare. The only thing a c.s.r. shouldn't have to take is serious verbal or physical abuse. Outside of that, you try to find a solution that is a win-win for both customer and business.

We were all clear on it. We just needed to read your initial post. You can change your point of view though if you like. In fact, that's what we're all hoping you will do if you intend to work C.S. in the future. :thumb:

 

You can act like you know everything about me all you want, but the fact of the matter is you know absolutely zero.

 

I made a joke that others, and now you especially, misinterpreted and overreacted to.

 

And I work with hundreds of customers a day right now 4 days a week. If you want to, you can pretend you know more than my bosses do (who tell me I do a very good job) and post about how I'm probably not very good at dealing with these customers.