Kentucky Fried Chicken Informative - VICTIM OF KFC'S RUDE SERVICE
I am VICTOM of KFC'S RUDE SERVICE! And here is the complain letter wrote to KFC headquarter which also shew all the process and matters. One maybe we all should remember is that no matter where it happened we all maybe in the same shoes some time in reason IT IS KFC's restauants.
Dear Sir ,
I am writing this morning to appeal unfair treatment I have got in one of your KFC dining-room which is located in chengdu city ,Sichuan province and its name is Huada KFC.
I would like to introduce the whole process. It is for your reference.
On June 24 ,I have supper in Huada KFC ,when I was standing in cash register I to pay for meal ,an employee of KFC mopped in my foot and not saying sorry to me .I murmured several words such as why you did not say sorry to me and etc ,two minutes later another employee of KFC came to cursed on me .at this time , I paid for my supper so I determined to appeal to the manager on duty during this time I can finished eating my supper.
I appealed , twenty minutes ,no response.
I appealed again. This time ,a Lady came out .she is Miss Heming vice manager on duty .
First she did not say sorry to me and spent twenty minutes to debate with me who is right for this matter , until a eyewitness stood up to confirm what I have said is right .Miss Heming stopped debating with me .
And then she spent forty minutes to teach me why employee from KFC can not say sorry to me .she said employee from KFC have no ability to say sorry to clients.
At last Came out a lady again .she said she is Miss Shiyibo who is Manager on duty .and she told me it is the rule for KFC that employee can not say sorry to the clients. At this time ,in order to settle the whole matter ,I have spent two hours in Huada KFC.
Manager Miss shiyibo advised me appealed to fill in the a kind of form which is used for clients appeal first and then I can appeal to public relationship department of KFC company.
According to Miss shiyibo instruction I filled in the form and got the confirm from the Vice manager Miss HeMing who signed her name in this form.
On June 25(Monday) I phoned public relationship department ,and a lady called herself Miss Pengzhihui answered my question.
Also first Miss Pengzhihui who is in charge of public relationship department spent 10 minutes to debate with me who is right in this matter ,I asked her to refer to the form I have filled in. in the form it is clear explained what is the fact ,the most impartment of all ,the fact in the form is confirmed by the employee of KFC and I .Miss pengzhihui said she have not got the form yet. She only heard about this .
On June 26(Tuesday) Miss Pengzhihui who is in charge of public relationship department of KFC gave me an answer she were willing to arrange two employee to make an apology to me .
On June 29(Friday) Miss Pengzhihui who is in charge of public relationship department of KFC gave me a phone to confirm if I will come next day to accept the apology from the employee of KFC . I agreed.
On June 30(Saturday) I arrived on Huada KFC according the instruction of Miss Pengzhihui .Miss Shiyibo who is on duty told me it is a pity she can not arrange the apology from the employee at the same time refused arrange another time .
I waited one hour in Huada KFC to settle this matter and at the same time I Phoned Miss Pengzhihui who is in charge of public relationship of KFC ,she said she can change her arrangement at any time .it is no need to inform me .also she advised me to go to lawcourt to get the apology.
During my waiting in the Huada KFC ,Ｉalso bought my supper there and unfomatedly ,a unknown man spilled a hot water on my body and at same time threatened me:” stop claiming or I will kill you.”
So I felt so puzzled for how this happened?
1. If it is true KFC do not permit his employee say sorry to the client even if his employee really made something wrong no matter he is willing or unwilling.
2. If Yes ,why Miss pengzhihui who is in charge of the public relationship of KFC can arrange this apology activity on June 29 (Saturday)
3. If No ,is that mean this apology activity which is arranged by Miss Pengzhihui just a trick ? I mean the real purpose that invited me to Huada KFC is not for apology but just to threaten me ?
4. KFC enjoy challenged his clients to go to lawcourt? Is that also a kind of way to provide service to customer or a kind of way to put up ad?
I have to mention here I have worked for a MNC for over ten years ,also I have enjoyed KFC service for fifteen years , I have never though it is so confused for the customer relationship management in KFC.
Also I felt so puzzled according to America culture it is the basic rule to keep a promise .why for a employee who is in such impartment position , she can break a promise so easily ? also she is so willing to challenge customer to go to law court, what is that mean?
Anyway what I want is just to ask you to keep the promise .
if you can not keep this promise to me ,please write to me to explain why .
furthermore I need your apology formally ,as this matter hurt my me deeply and waste me a lot of time .
I hope you can understand from my side ,if it is you what shall you do ?
only an apology ,please pay attention it is a reasonable apology ,why it is so difficult to get ?