Woman denied refund for burger trashes a McDonald's

[lucyrich 20]

No sympathy on either side. She clearly overreacted, to put it mildly.

But the McDonalds employee clearly failed in retail customer service 101. Which is somewhat surprising, because usually McD's is pretty good about trying to teach its employees that sort of stuff.

Customer service 101 says that when a customer complains you 1) Listen to the complaint 2) Genuinely apologize (even if it wasn't your fault and even if the complaint is a bit picky) 3) Ask what the customer would like you to do to make the situation right, and 4) If the customer's request is the least bit reasonable, do it. At a place like McDonalds, a replacement product or a refund is virtually always a reasonable request, even if the complaint seems a bit picky. All cashiers should be authorized to issue a refund or replace a food item, no questions asked, no manager involved.

When a customer complains, they're giving the establishment a chance to fix the problem. It's wise to take that opportunity and thank the customer for the opportunity. Especially if you're in a business that depends so heavily on repeat customers.

[Chris_Жанна 11]

No sympathy on either side. She clearly overreacted, to put it mildly.

But the McDonalds employee clearly failed in retail customer service 101. Which is somewhat surprising, because usually McD's is pretty good about trying to teach its employees that sort of stuff.

Customer service 101 says that when a customer complains you 1) Listen to the complaint 2) Genuinely apologize (even if it wasn't your fault and even if the complaint is a bit picky) 3) Ask what the customer would like you to do to make the situation right, and 4) If the customer's request is the least bit reasonable, do it. At a place like McDonalds, a replacement product or a refund is virtually always a reasonable request, even if the complaint seems a bit picky. All cashiers should be authorized to issue a refund or replace a food item, no questions asked, no manager involved.

When a customer complains, they're giving the establishment a chance to fix the problem. It's wise to take that opportunity and thank the customer for the opportunity. Especially if you're in a business that depends so heavily on repeat customers.

They could just write a letter to Mayor McCheese. This thread is making me Grimace in pain....

Edited January 8, 2010 by Chris_Жанна

[Susita 175]

Oddly, I want to take a big bite out of his face Chris

[Chris_Жанна 11]

Oddly, I want to take a big bite out of his face Chris

That would be considered assault Susita.

[Susita 175]

That would be considered assault Susita.

So did Pizza the Hut commit suicide?

[Chris_Жанна 11]

So did Pizza the Hut commit suicide?

Hahaha, "When you're right your right, and boss you're always right....You're delicious boss"

Yes, tragic wasn't it?

[Niels Bohr 72]

I remembered when I was working at McDs. Boy, was the night customers horrible. They look at me like I'm an illegal immigrant, don't speak English. I showed them. I refused to take an order for one because he was disturbing the business, called the cops. Another one was giving me a hard time at the drive through window, noticed his open liquor bottle inside his car, called the cops.

Yeah, I am evil. Don't tolerate any non-sense. The boss, well, he never fired me.

I am the worst worker. He asked me to mop the floors, I moped; but, very slowly. He complains to me I'm not moping, I said "Don't you see I'm moping?". Very evil. I had to treat everyone very rude because my pay was just the plain $7.25/hr.

[scandal 951]

(or Canuck FF Harvey's)

Mmmmmmmmmmmmmm.

Harvey's.

'nuff said.

One of these days all the Timbits/Tim Horton's fans on this site are going to discover that Canada's greatest FF innovation is Harvey's.

[Susita 175]

One word: Arby's

I have been craving a beef and cheddar sandwich for months. Closest one is in Queens.