Facing the Angry

Customer
Customer 2
What Went
Wrong..??

Complaint from the customer

(as per the feedback on website) :
Customer had gone for a dine in.
The customer order was taken late ,his order
was served late and then the garlic bread that
he got had a strand of hair on it.
Pasta was watery and garlic bread toppings
were also not adequate.
Bill was presented, but the customer was
charged for 2 mia pizzas instead of 1.
The customer raised the concern and asked
for the correct bill.

Complaint contd.
When the corrected bill was not given for a
long time, the customer himself went to the
cash counter and asked for the bill.
When the corrected bill was presented, it was
again wrong as the customer was charged for
1 pan pizza instead of mia.
Customer lost his cool and complained
regarding the lapses in quality of product and
service.
The manager immediately showed customer a
flat hand without saying anything and took
out a fresh bill.

Complaint contd.
He slammed the bill on the table. The customer
was very angry and he asked for a feedback form.
He asked the manager that why is he not
interested in winning him back, the manager said
he doesnt even know what went wrong with the
experience and therefore he cant do anything..
When the customer said that he should know as
he is the MOD, the manager said he didnt punch
the order and customer can think whatever he
wants.
On top of this, managers uniform was untidy and
dirty.

What Went Wrong and Ideal

Approach