Corrective Action Needed

Posted Thu April 5, 2012 1:27 am, by Ryan W. written to Taco Cabana, Inc.

Write a Letter to this Company

Tonight, 04/04/2012, at 2300 hours, there was altercation between one of your employees and a customer. The incident occured at store # 20402. The customer entered the store, and had a complaint about not getting any sauce from the drive through window. Whether or not the employee heard the customer, is besides the point, it is her actions to which I am complaining about. Towards the end of the altercation, I oversaw the employee come out from behind the counter in an aggressive manner towards the customer, and was stopped by two additional employees. The customer advised that she was going to call corporate on the employee, and the employee's response was anything but what it should have been. She responded with "Go ahead and call corporate bitch! I don't care if you do!" I can not tell whether the manager was involved in this incident or not, due to not knowing who the manager is or any way to differentiate them from regular staff. I can tell you that, being an employee of a customer service oriented company, that had this had been myself, I either would be taking a vacation not paid for by my company or would be on a permenant vacation not paid for by my company. I can tell you that in the 10 - 20 minutes following this altercation no actions were observed employee wise. The employee involved works the drive through, and did have an unpleasant attitude that was observed by myself. Because my order did not obtain the correct side, I had gone back up to the counter to get the correct side. When I noticed an employee approach the counter, I asked for the correct side, and was informed by said employee that she does not work this counter she works the drive through. While at the counter, another employee approached her, and she informed that employee that she does not need this job, that her boyfriend pays her bills. This comment speaks paramount actions towards her character.

I do feel that your company has set standards on corrective actions, and this employee needs to be corrected on her actions. Whether or not she is aware of the fact that she provides a service that is customer driven, she should be made aware of this fact. Even if the customer is wrong, she should still make the customer feel as though they are right.

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"Even if the customer is wrong, she should still make the customer feel as though they are right." by PepperElf Posted Thu April 5, 2012 @ 12:02 PM I disagree about that statement personally. Now don't get me wrong, I'm all for being polite and trying to keep things calm.... but I am not of a belief that a customer is always right. because sometimes customers *are* wrong. For example, I had a customer start SCREAMING at me one day. Why? Because he found out his warranty didn't cover the issue he had. Ain't any way to make him feel like he's "right" in that... All you can do is try to explain why and try to get the situation de-escalated. so yes, customers can be wrong. Reply Re: Corrective Action Needed by jeishere Posted Thu April 5, 2012 @ 10:45 AM Since you work in customer service, you should know that a manager should never take "corrective action" in front of anyone else, especially customers. Any disciplinary action is between the employee and management only. Reply THIS! so so so very much this! by PepperElf Thu April 5, 2012 @ 11:56 AM Re: Corrective Action Needed by McJohn Posted Thu April 5, 2012 @ 9:04 AM So this incident affected you so badly you had to write a letter even though it had nothing to do with you? For all you know the customer while in the drive thru window did something to set off this employee then came in to aggravate the employee more. I really dont see someone getting ready to fight someone else over no sauce in the bag. I know people will say, as an employee she shouldnt act rude to a customer ever, but thats BS. I had a customer come into my shop (after I told him to stay away), throw his keyboard at my employees head, and I had to stop my employee from pounding him. Anyone who came in during this would just see my employee swearing and trying to get his hands on this gentleman and would not have seen the flying keyboard or the gentleman swearing at us and threatening us. anywho, my whole point is you only have half the story, and like always are automatically assuming the customer is innocent and the employee is scum. My advise, stay out of it. Reply