Ah….i was supposed to post this up weeks ago but life’s been hell lately.
Italiannies is one of my favourite place. Curve,1U,Gardens- ive been to all of them, frequently!
So few weeks back my family pop in for a quick coffee break at Italiannies 1utama. It was around 9pm and the place was around 70% packed (weekday). We ordered two coffees and then i took my son out for a stroll. 10min later, i returned and presto…..we were still waiting for our order.
I dont mind waiting but cant they at least serve us some plain water first? I got hold of the waiter that took our order and asked him whats taking holding up our order?!
Guess what our waiter did? He looked at his other colleague and asked him ” Didnt i tell you this table’s order?!” This other guy, looked like he just saw his grandma in her knickers, just stood there and look at us…..
So it turns out they were passing “orders” (pun fully intended) around themselves.
Just so happens, the manager overheard the conversation among his staffs and quickly came over to apologise. He told his staffs to quickly get to our orders and bam! our coffees came in less than 3 min. Which is what i have come to expect from italiannies!
Around 15min later, the manager came again to apologise (again!) and then we started to chat. I asked him if i could take a pic of their POS (point of sale) screen as this reminded me of my experience in KFC
After we finished our coffee and my nice little chat with James, i asked for the bill from the waiter. James the manager came again for the 3rd time and said the drinks were on the house! Damn! i should have ordered pizza and pasta to go! I insisted on paying but James is a BIG guy and you know what they say, never argue with the BIG GUY!
So there you have it, What would have turned into a bad customer service experience was rectified with the right actions : timely apology, quick resolution. Sounds simple enough but yet hardly practiced within the service industry in malaysia🙂