by: Nur Nadhia Sofeya binti Rosman (2009193651)
Often we heard regarding crisis faced by a brand or company. The latest case is the case of employees punching their customer at KFC outlets in i-City. Not to forget, the latest is the case with regard to a customer at Tanjung Golden Village (TGV), Sunway Pyramid has posted a video showing employees who are chatting and do not care about the customers that are queuing. How can this be happened?
It is not easy
to satisfy all parties. As an employee in the customer service industry, one should
be concerned about it because it is how the customer could reward the
employees. In TGV Sunway scenario, the situation was actually a customer wanted
to buy only one mineral water but not well-served by the employees as people
were too crowded. Whereas, at the time, people are actually waiting crowdedly
to go inside the cinema hall and not being lined up to buy food.
Perhaps what could have commented that this customer may feel very angry because none of the employees served him and he decided to post such video on Youtube. Is that fair? I am sure every company wants the best and trying hardly to improve their performance. It is better if a company has their so-called well-planned marketing plan and try to improve its customer service to the maximum extent so that it is rational for TGV (or any product) and the customer.
Hence, to deal with crisis or issue is not easy as ABC. It should be considered in all aspects as well as viewpoint of others and it should be planned from the beginning. Not only the case of KFC and TGV, but High 5, IKEA and others were hit by crisis that causes them to have lost a huge number of regular customers. Crisis management should not be underestimated because it involves the reputation of a volatile product or brand itself. Reference: http://www.youtube.com/watch?v=_rKG2TUxFW4
In regards of any cases or incident, "customer is always right". Going as far as uploading a video on Youtube might be harsh on that particular organization but the employee shall always treat a customer like how they would want to be treated. They might be an employee at TGV but they are also a customer elsewhere, right? ;)
ReplyDeleteSure the employee might have their side of story but a customer who simply wanted to purchase a water won't be able to know what happened behind the counter.
The management will always be blamed when these kind of incident happen. Since they are the one responsible to train the employee. One does not simply hire anyone to work for them. ;)
Crisis management plan is essential for every corporation as one cannot escape from having something bad happen to the organisation. Realizing this, crisis management tactics mainly related to curb the information to be spread out on the internet should be in every organisations top priority. New media can be considered as the ‘21st century's god'. Having that, anything that goes viral into the internet may persuade the public easily regardless who fault it is. Hence, by assemble several tactics and plans specifically to practice on restraining any issues that embark in the new media world should be practice or at least been included as the guideline of crisis management plan. Like wise man always says "Sediakan payung sebelum hujan" :)
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