when we are in fast food chains (in Malaysia), waiters at the counter will always take the lead to greet the customer.. i mean we don't actually quite care about the greeting, but it's more about signalling the start of transaction, agree?? maybe put it in another way, when you pick up a call, it make sense that you would initiate the conversation rather than to wait for the caller right?? :)
so i was at a fast food chain the other day where the waiter didn't greet me at all but rather waiting for me to place my order directly, unused to it but fine, i started to ask about the availability of the promotional thermos flask set.. once and twice but there wasn't a response, so i repeated for the third time with that do-you-know-what-the-f**k-i-am-talking-about expression on my face, only then he responded by asking "yes lah, which color you want??".. shocked but fine, i told him the color and he returned to get me the right flask.. as he returned, i expected him to ask which flavor of chicken and drinks i would like to have.. waited and no action though, awkward but fine, i just told him what i want one shot, and that was with the help from the more polite waitress at the next counter.. so weird he was so passive!! by the description you can guess which fast food chain right?? but no prize for the correct guess, hehe~~ :p
i really have no idea, was it my expectation or did i take things for granted?? but most waiters will greet and confirm orders by repeating or at least showing signs of acknowledgement, and i always wait for waiters to lead the questions on requests because that will suit their own pace while keying-in the items on the register.. this waiter was so different, could it be his attitude problem or probably he is indeed a slow person?? anyway, i didn't make a fuss because he wasn't rude at all i have to be frank, maybe just a little weird because i would expect some interactions between a customer and a waiter, but he just made me feel like talking to the wall instead~~ :D
I have to agree with Wenn here. Either he's not correctly-trained or if he is, he is spoiling the service culture and what's required of one in a fastfood chain.
LOL....if in my old office got staffs "layu" like that we will say "semalam tak dapat la" :p
we love to joke in the old office la but when comes to service and if got staffs give "layu" service like that sure kena sound by the supervisor or the Manager
Sometimes it works both ways - as they say, what goes around comes around. These people have to go through the same routine day in and day out and it can be very depressing and stressful especially when no word of thanks are forthcoming and they're human, after all - there are always good days and bad days, we need to understand that. It MIGHT help to smile and greet them nicely first with a bit of small talk thrown in for good measure...and thank them when all is done. May make them feel human and appreciated sometimes...NOT all the time but it's worth trying. Go and make someone's day.
STP, SK is talking about a fast food chain. The workers ARE trained to work in such a standard way that if he/she doesn't then it means their manager also not doing their job.
I agree we as customers also should be nice to them but truthfully my observation here; I always smile at cashiers and all, but usually it is met with grumpy face unless you are a mat salkeh.
I guess Sibu people are way nicer than stressed out KL people.
Didn't have a problem in KL...except perhaps that curry puff lady at Gardens who seemed to thing hers was the best in the world - not really but maybe she realised that she was not too polite so she toned down a little herslef - not too abd after that. Everybody else was so nice - the nasi lemak guy, the one at the lemang/serunding stall... Maybe they see old man - kesian, must show some respect.
TIDAK APA virus has spread widely in Malaysia service industry...
There was one waitress in BK Cyberjaya. First she didn't greet me as expected. Her face like the world falling apart or all of us owe her something. Then when she returned my change. She did not give me the exact, short of 5cents. When i told her, she didn't even apologize and say "nak" and passed me the 5 cents.
Good morning bloggers! The McD in my area has very polite workers greeting to take orders - no problem lah!
My problem is most of them could not even speak simple English!!!!! They had to call the Manager to speak to me. Did I speak Tamil or American slang? No, I spoke manglish lah and often asked them what flavour were they having for McFlurry Ice Cream? I always got blank stares instead!
Manager smiled and tried to explain. The workers could easily understand when customers told them what they wanted, straightforward. Manager added on that when customers asked questions, the workers got tongue tied.
From what I recall seldom of waiter will greet at us, so it was kinda suprise when I was in US, the first word they said must be how are you? and when I leave they will said have a great day!!! Which is so polite and friendly!!! =]
Yes, waiters/waitresses must greet the customers automatically, that's how things goes and I think that's how they were trained from the first day. As for why this particular waiter reacted this way... Erm may be he was having PMS? Hehe....
Well if I were you, I would be super annoyed by his attitude, but I won't care to make any complains, just as long as I got what I want, paid and chiao~
And I tell you la, even if you complained also no use at all one la!!
But come to think of it, most services are like this among the fast food chains in Malaysia, not quite professional. Unlike those overseas. I remember when I was in Hatyai, one of the waiter even explained to me patiently what is what because the menu is in Thai, so good ha!
Greetings is very important I believe. Everyone knows that. No matter how bad day are you on that day, how moody are you. Whoever it is always love to hear people greets you or vice versa. Very simple with just saying Hi! I'm sure everyone feels much better hearing this.
Maybe SK, just had a bad day meet up with this passive waiter.
Then I continue to read the second part...quite pissed off right? If I were in your shoe that day. Guess I had the same temper too. But it can't be compared with my frustration about the courier service. Remember? That time I would say how stupid the courier man was rather than saying him a passive one. Hahaha... marah ni.
Story from the 3rd part, you eventually got the thermos flask you wanted and my time, the courier man already send it to you. I told myself to forget about it. Tell myself I just had a bad day!
SK, I think this can make complaint to the customer service lor...
"M" waiter and waitress are all well trained. When they are get ready to serve all the time, we as a customer must not order TOO slow. True also. We kenot always complain the waiter/waitress but there are some fussy customer asking this and that, and make us waiting at the back for too long. Fast food chain, we call it. So must act fast and make your decision quick no matter you're at drive thru or line up!
Talk about the passive waiter, maybe that day was his first day to work. Or maybe he is a bit slow. Give him chance won't you? He particularly needs that job. I'm sure he will act spontaneously after his training.
I'm not act to be good nor blame anyone. But this kind of problem occurred because of their management decision. They should pick the right person to do the task. If that waiter is a slow person, why don't arrange him as a store keeper or become the kitchen helper.
BTW, customer is always right. Customer like me usually will request like this "Please make sure there's no chicken wing on my plate" with a wide smile on my face! lastly I said thank you to her too.
Aiyoyo, I read this post last week. I wanted to leave comment so many times, but failed. I had problem accessing your website in my house and my mobile. I can only access in my office, but when in office, I need to find a good timing. Sigh!
Anyway, after reading your post, I think I will get pissed by the waitress that you met. So bad service I would say. I would sure give the waitress a stern stare. Actually I am not a very difficult person, but I just hate this type of attitude and poor service.
Good morning AH Boy
ReplyDeleteWah this waiter must be waiting to be goreng sotong leh. It is consider as rude la to expect customer to give all the instruction like that...
Good morning, SK! Yes, customer service is very important!
ReplyDeleteThe waiter needs to be trained in that!
DeleteI have to agree with Wenn here. Either he's not correctly-trained or if he is, he is spoiling the service culture and what's required of one in a fastfood chain.
DeleteSK, so is the thermos flask any good? Worth getting it?
Deletethermos mug set? Chicken?
ReplyDeleteUiks...I thought you have banned that particular fast food chain for life.
Giving them a second chance ah...too bad they still like that...adoi....poor mamangement jadinya poor attitude of staffs.
yalor
DeleteI thought sk ban the joint for life already.
Not even Doraemon can make him change his decision.
Why ah? :-D
I really really hate the staff of that chicken joint in kuchai lama.
DeleteSo blur and slow.
Even the manager tak boleh pakai one.
LOL....if in my old office got staffs "layu" like that we will say "semalam tak dapat la" :p
ReplyDeletewe love to joke in the old office la but when comes to service and if got staffs give "layu" service like that sure kena sound by the supervisor or the Manager
Sometimes it works both ways - as they say, what goes around comes around. These people have to go through the same routine day in and day out and it can be very depressing and stressful especially when no word of thanks are forthcoming and they're human, after all - there are always good days and bad days, we need to understand that. It MIGHT help to smile and greet them nicely first with a bit of small talk thrown in for good measure...and thank them when all is done. May make them feel human and appreciated sometimes...NOT all the time but it's worth trying. Go and make someone's day.
ReplyDeleteSTP,
DeleteSK is talking about a fast food chain. The workers ARE trained to work in such a standard way that if he/she doesn't then it means their manager also not doing their job.
I agree we as customers also should be nice to them but truthfully my observation here; I always smile at cashiers and all, but usually it is met with grumpy face unless you are a mat salkeh.
I guess Sibu people are way nicer than stressed out KL people.
Didn't have a problem in KL...except perhaps that curry puff lady at Gardens who seemed to thing hers was the best in the world - not really but maybe she realised that she was not too polite so she toned down a little herslef - not too abd after that. Everybody else was so nice - the nasi lemak guy, the one at the lemang/serunding stall... Maybe they see old man - kesian, must show some respect.
DeleteI can understand truly what is STP explained here. But the person who served SK on that day is quite a passive person.
DeleteAdoi ...want chicken ah? go la Anay's best pal shop...baru ada umph...some more service faster than a speeding bullet leh
ReplyDeleteGood morning SK...
ReplyDeleteMaybe the waiter is new?
Deletehaha... me now too sure which fast food chain as no thermos mug set here...
DeleteBut you mention about chicken, i was thinking about ....
DeleteNow Singapore has a few different chicken brand fast foods chain....
Deletethey are trained to say all those"useless" greeting.
ReplyDeleteIf they don't, management would not be happy actually.
Either he is improperly trained or they hired a zombie. :-D
You know, I really hate the zombies the hired at a fast food chain in mid valley.
DeleteI go to the Bangsar one, all can smile and chat with me.
Mid valley one can't even take orders directly.
And they put so many staff behind the counter dunno do what other than making noise with each other. :(
maybe hired a zombie la....or could be he already resigned ...waiting for his last day and pay.
Deleteanyway...they cant really "chat" with customer coz need to be fast.
The McD in subang Parade also good service.
Even the Indian lady who wipe the table have a smile on her face
TIDAK APA virus has spread widely in Malaysia service industry...
ReplyDeleteThere was one waitress in BK Cyberjaya. First she didn't greet me as expected. Her face like the world falling apart or all of us owe her something. Then when she returned my change. She did not give me the exact, short of 5cents. When i told her, she didn't even apologize and say "nak" and passed me the 5 cents.
This is what you call services... Sigh~
I better go and check out their service... And the flask.. If nice i also wanna buy ... Or does it come free with the chicken? :)
ReplyDeletethe flask have to buy one leh...not really free.
DeleteGood morning bloggers! The McD in my area has very polite workers greeting to take orders - no problem lah!
ReplyDeleteMy problem is most of them could not even speak simple English!!!!! They had to call the Manager to speak to me. Did I speak Tamil or American slang? No, I spoke manglish lah and often asked them what flavour were they having for McFlurry Ice Cream? I always got blank stares instead!
Manager smiled and tried to explain. The workers could easily understand when customers told them what they wanted, straightforward. Manager added on that when customers asked questions, the workers got tongue tied.
DeleteSusah! Wipe my sweat!
Maybe the staffs at your place there speak the Queen's english LOL...your Manglish they dont understand la. :p
DeleteTalk Malay la dei!
Deleteeven bangla workers understand Malay. :-D
Maybe you speak your Manglish with some Tamil is it? he can't understand or maybe confuse. LoL
DeleteFrom what I recall seldom of waiter will greet at us, so it was kinda suprise when I was in US, the first word they said must be how are you? and when I leave they will said have a great day!!! Which is so polite and friendly!!! =]
ReplyDeleteIn Malaysia, 他们没有脸臭臭对着我们， 我们都偷笑咯, hahaha!!! =]
ReplyDeleteMaybe there's possibility that he's new so a bit slow lo!!!
ReplyDelete这间快餐店出了名服务差！
ReplyDeleteGood morning SK and everyone!
ReplyDeleteI can smell the weekend is almost here! ^^
Yea I think I know which fast food chain is that, if I tell you the answer got prize ar? Aiseh no meh.... :p
DeleteYes, waiters/waitresses must greet the customers automatically, that's how things goes and I think that's how they were trained from the first day.
ReplyDeleteAs for why this particular waiter reacted this way... Erm may be he was having PMS? Hehe....
Well if I were you, I would be super annoyed by his attitude, but I won't care to make any complains, just as long as I got what I want, paid and chiao~
DeleteAnd I tell you la, even if you complained also no use at all one la!!
But come to think of it, most services are like this among the fast food chains in Malaysia, not quite professional. Unlike those overseas. I remember when I was in Hatyai, one of the waiter even explained to me patiently what is what because the menu is in Thai, so good ha!
DeleteSo I guess we just have to get used to it.
here can be professional and helpful also... But you have to look like a gwailo lor... Easy.:-D
Delete或者佢當日唔舒服，又或者佢新嚟，未習慣呢！
ReplyDeleteas for a guy who worked in a fast food already
ReplyDeleteit is necessary for all the crew to do such greetings
we are paid to do so haha
as for your situation back there,
ReplyDeletewell perhaps he's exhausted already maybe due
to stressful work such establishment has but then
it was no excuse
never really experienced to work on the cashier
ReplyDeletebut I guess dealing with random people somehow
tough it requires focus which that guy doesnt have
well as for me, never really experienced such
ReplyDeletenever been mad of irritated by them
good for me right
have a great and god blessed day sk
ReplyDeletetake the best of care and happy blogging
Ahhh....I bought the flask dy. But still wrapped nicely in the box
ReplyDeleteI would agreed with u that he should greet the customersd first. Maybe he is still new in this line ? Just your luck to met him.
ReplyDeleteHe is just blur....luckily not talking rudely or whatever. If he did,I believed sk willl make a complaint to their management. He he
ReplyDeleteIravu vanakkam..aiyoyo kesian our Ah Boy kena bullied next time bring TM or STP along haha.
ReplyDeleteHave seen quite many fast food chains are slacking in their services.
ReplyDeleteSome baddies have a lackadaisical attitude like the whole world is owing them.
ReplyDeleteUHU! I'm late again. I've read today's topic at a glance. I didn't drop any comment until now.
ReplyDeleteInteresting topic to share with us here. Customer service - fast food chain - attitude - greetings.
DeleteGreetings is very important I believe. Everyone knows that. No matter how bad day are you on that day, how moody are you. Whoever it is always love to hear people greets you or vice versa. Very simple with just saying Hi! I'm sure everyone feels much better hearing this.
ReplyDeleteMaybe SK, just had a bad day meet up with this passive waiter.
DeleteThen I continue to read the second part...quite pissed off right? If I were in your shoe that day. Guess I had the same temper too. But it can't be compared with my frustration about the courier service. Remember? That time I would say how stupid the courier man was rather than saying him a passive one. Hahaha... marah ni.
Story from the 3rd part, you eventually got the thermos flask you wanted and my time, the courier man already send it to you. I told myself to forget about it. Tell myself I just had a bad day!
DeleteSK, I think this can make complaint to the customer service lor...
wow.. you are so great Chinese and English write for you blog.. Next time I also want try...
ReplyDeleteThis fast food chain you talked about, I know it too. Compare to another food chain named "M" their service is far much better.
ReplyDelete"M" waiter and waitress are all well trained. When they are get ready to serve all the time, we as a customer must not order TOO slow. True also. We kenot always complain the waiter/waitress but there are some fussy customer asking this and that, and make us waiting at the back for too long. Fast food chain, we call it. So must act fast and make your decision quick no matter you're at drive thru or line up!
DeleteTalk about the passive waiter, maybe that day was his first day to work. Or maybe he is a bit slow. Give him chance won't you? He particularly needs that job. I'm sure he will act spontaneously after his training.
ReplyDeleteWei, maybe that day was his first day training leh.
DeleteI'm not act to be good nor blame anyone. But this kind of problem occurred because of their management decision. They should pick the right person to do the task. If that waiter is a slow person, why don't arrange him as a store keeper or become the kitchen helper.
DeleteThose front line taking orders must be someone with pleasant personality, always be alert and act fast. He or she must always put on a smiling face.
DeleteBTW, customer is always right. Customer like me usually will request like this "Please make sure there's no chicken wing on my plate" with a wide smile on my face! lastly I said thank you to her too.
DeleteAiyoyo, I read this post last week. I wanted to leave comment so many times, but failed. I had problem accessing your website in my house and my mobile. I can only access in my office, but when in office, I need to find a good timing. Sigh!
ReplyDeleteAnyway, after reading your post, I think I will get pissed by the waitress that you met. So bad service I would say. I would sure give the waitress a stern stare.
DeleteActually I am not a very difficult person, but I just hate this type of attitude and poor service.
Not weird but not well trained I think.
ReplyDeleteIn our country, employer does not pay lot of attention in training their employee efficiently.