Name: Kirsty Mariz U.

Tan

Customer Service Experience Description: I emailed Jollibee regarding the bad service I experienced when I called for delivery. Apparently there was trouble with the call center they were tied up with at the time.

Customer Perspective What expectations or perceptions were met? What expectations or perceptions were not met?

I expected Jollibee to reply fast because they are known to be updating their system often. Although they replied fast it still seemed like a machinegenerated reply only.

None

Company Perspective What good practices were done What practices are lacking or

or should be continued?

needs improvement?

After the trouble that I experienced, the branch that I called made up for my order right away which was good enough as a way of compensation to the customer. Other insights:

As one of the countrys biggest fast food chain, there should be very small or if possible, no failures because customers expect a lot from them.

Although it is a good thing for a company to reply, they should still make it seem like they mean it when they reply to customers complain. I believe that they should make their responses more personalized.

Name: Kirsty Mariz U. Tan Customer Service Experience Description: I emailed KFC delivery for my compliment because after I called them to follow up for my delivery, they immediately called me to ask if I received my order already.

Customer Perspective What expectations or perceptions were met? What expectations or perceptions were not met?

I expected KFC to follow up on my order right away, which they did.

I expected KFC to give a response since its one of the countrys biggest fast food chains.

Company Perspective What good practices were done or should be continued? What practices are lacking or needs improvement?

It was a very commendable thing for them to do- that they called me to ask if my order arrived already.

Even though they showed great concern, they should still have stuck to their promised time of delivery.

Other insights: KFC makes their customers feel like they care for them my making sure that each customer receives their order.