5.15am now. n i just finish studyin for my ecoms. Hmm.. not to say im confident tat i will pass and that of i know evrythink. but at least im sure i noe sumtink better den nutink.. heheh! i juz pray to allah that watever i study will come out. insyallah. amin.
im not feeling pretty well today. having bleeding nose from just now. bt im fine. not having fever and thats gd already coz i cnt afford to b sick at this point of time.
Anw, had a customer complaint on the valentine day n we were kinda been 'damn' by danny now. im not sure wats the outcome. but wateva, kick me out soon!! hahahah. here's the report i wrote:
Report of the disgusted behaviour of the baristas of RailMall CBTL.
First and foremost, i would like to apologise to the certain customer, Manager On Duty(Elaine) and to all the superiors of CoffeeBean And Tea Leaf for our 'horrible' behaviour on the night of Valentine, 14th of Feb. From the email forwarded to me from the named customer, there are certain issues that i agree and disagree to. More will be further explained below.
On the night of 14th Feb, there were 3+1 baristas working. Elaine, our MOD for the night, Nadiah, Adilah and myself. I admitted to 'playing'(if u call that so) on that night but it was barely even 15 minutes. Likewise, from what the customer mentioned was from the moment she entered the outlet till the moment she left. I believed it was not right of her to be making an exaggerating remarks. From my experience of working in FnB company for more than 4 years or so, serving customers with all kinds of FnB, I've always regarded customers as my first priority. I always put myself in their shoes and i try to understand their needs, however, this is the first ever encounter of unsatisfied customers with our service.
Customer also mentioned that she saw one of us sitting on top of the counterbar. Yes, it was Nadiah who sat at the counterbar on that night. She did tell me that she was tired and wanted to rest for a while but trust me, it wasnt for long. I saw her looking around, to assure herself, that no one was looking but it wasn't for long because she felt uneasy and i believed that counterbar was not a right place or even a comfortable place to rest after a hectic day at work. We did have some fun but it was not like we were playing ALL the time and furthermore, it was not like what the customer mentioned, 'Many of the candies were dropped on the floor eventually. Then, they were talking and playing so loud till, I had difficulties chatting to my partner who sat directly opposite of me.'
On the issue of the customer having difficulties chatting to her partner, I somehow believed that this issue were not caused by us. We did not make any noise level during our 'playing' period. Our outlet itself, is already like a 'sound-proof' outlet where sounds are trapped. So when every single one of us talks in the outlet, when there's a lot of customer, overall, we could only her chattering. Whatsmore, the ice-machine near our counter already cause us uneccessary noise giving us difficulties to even hear what the customer orders. The music for that night was not the usual volume we usually on. It was just moderate or even lower than moderate. We adjusted to the certain volume because some customers were complaining that the music was too loud during their previous visits and we also had the mindset that customers might want to celebrate their Valentine's day romantically so we adjusted it upon their request and our observance. So i don't think the issue on noise level should be raised.
At that period of time, we were already very tired ourselves and i believed same goes to the other 2 of my barista colleagues. Me, tgt with another barista, Nadiah, were already tired enough because we were attached to Holland Village in the morning and than had to do closing again during the night at our outlet and what makes anyone think that we were so in a fanatical mood that night. It's totally impossible!! Sorry for the usage of unintended punctuations because i feel in this case, we should not be blame totally. Everybody makes mistakes. I already admitted on my part of mistakes. Furthermore, that night, we did our closing pretty fast and we finished earlier than expected. That should not be the case if we kept playing around instead of doing our work. The customer also mentioned that our behaviour will also tarnished the reputation of Coffeebean And Tea Leaf. That i am really sorry because all this while, none of the other customer would say that way because some even commented on us on that day saying, "hey! You guys really had fun huh?? Great job." and i see it as some practice of 'FISH' myself. We had fun despite the workload.
As for our Manager, Elaine, i believed she was not at fault. I've been working with her for so long and she also trust us in handling the customers bacause we had never created any problem before this and nothing of the sort. A lot of customers have been coming to our place regularly saying that they like our outlet because we(the baristas of RailMall), were very much lively. Some joined us in singing our songs that we on.
To end it all, i deeply apologise again for OUR behaviour that night. It should not be the way to behave and i can assure u that such behaviour will not happen again in the outlet. I also would like to apologise to the named customer if our behaviour really despise her because we already tried our best to accomodate to their needs eventhough we were really so tired that day. Sorry.
BEst Regards,
amirahhahaha.. pretty long. but wateva hu cares. im cool as it is.
Hey. The name is Amirah. They call me Amirah or Mira.
NURUL
MY BABY BRO!
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