What did the restaurant representative say?

Let the shipper wait because he is not a customer?

Accordingly, the clip recorded the scene of a broken rice restaurant employee taking an order and delivering it to a customer. At the same time, there was a shipper and a customer standing at the counter and the employee delivered to the customer first.

Seeing that, the shipper immediately said: "You came in first and you still can't do it." When hearing the shipper complain, the female employee immediately replied: "Sir, we don't have the right to compare ourselves to customers like that." The male shipper expressed his indignation because he thought the female employee said the shipper was not a customer.

The broken rice restaurant staff delivered to the customer first even though the shipper arrived first, receiving attention from the online community.

The incident caused a stir in the online community, many people disagreed with the way the female employee communicated with the shipper. They said that the employee discriminated against the shipper and the customer.

Account Truc Uyen commented: "Shipper also buys food on behalf of customers, how can you say that to them?" Friend Chau Ninh wrote: "Shipper is an intermediary who delivers food to the restaurant's customers, why do they come first but have to wait to get it after the direct customer?"

It is known that the incident happened at PLT broken rice restaurant on Street No. 5, Binh Hung Hoa Ward (Binh Tan District, Ho Chi Minh City) at 11:40 on May 25.

What does the broken rice restaurant say?

Sharing with Thanh Nien , the broken rice restaurant said that after receiving the feedback, the restaurant conducted an inspection and confirmed that the incident had occurred. The restaurant took full responsibility for the shortcomings in staff training. The female employee's attitude towards the shipper was completely inconsistent with the general code of conduct as well as the company's customer service process.

The broken rice restaurant where the incident took place mainly serves take-out.

The representative of the broken rice restaurant said that the staff also encountered difficulties in the operation process, especially during peak hours. At the time of the incident, the shipper had waited for about 30 minutes. The restaurant's operating method at its branches is that orders are divided into two streams. One is orders from customers placed through online applications to the kitchen department and processed separately. The other is orders from customers who buy directly, which will be received by the staff on duty, transferred to the kitchen and processed separately.

Shipper waiting to pick up order at broken rice restaurant

"During the incident, there were more orders from customers placed through the application, and the kitchen could not process them in time, causing congestion as reported. At that time, orders from direct customers were fewer, so the processing time was faster. Instead of presenting in detail to receive sympathy, the staff made disrespectful statements to the shipper, did not fully understand the operating process, and did not have a clear explanation," said the restaurant representative.

The restaurant has taken responsibility for training its staff in communication and behavior. There are many factors that influence the operation process, and the female employee is quite young, which led to the unfortunate incident. In Ho Chi Minh City, the restaurant has more than 35 branches, all of which operate according to the above process.

On social media, netizens also said that shippers complained about having to wait a long time, customers arriving later but receiving orders earlier for about 3-4 months now. Regarding this issue, the representative said that this issue is beyond the scope of the case, so it will be considered and responded to later.

"In the case of the counter staff who made inappropriate statements, the company held a disciplinary meeting and took the most severe disciplinary action according to regulations. On behalf of more than 600 employees working every day, the restaurant would like to send our deepest apologies to the shippers, customers and the community. The restaurant has reviewed the entire service process and notified all branch staff to learn from experience. At the same time, we have scheduled a retraining session on the code of conduct for all employees," the representative of the broken rice restaurant said.

The restaurant also hopes to have the opportunity to connect directly with the shipper. However, due to many personal reasons, the shipper has not been open to communicating with the restaurant. This is also a pity for the restaurant after the incident happened.

"This is a valuable lesson for the restaurant in its journey to perfect and improve service quality, fulfilling its commitment to bring the best experience to customers and partners," said the restaurant representative.

Source: https://thanhnien.vn/nhan-vien-quan-com-tam-de-shipper-cho-30-phut-vi-khong-phai-khach-dai-dien-quan-noi-gi-185240528141925783.htm