"2. Last week at the same place one westerner was shouting at the waitress and demended to see the duty captain. Then captain appeared and asked him what all this about . He accused the girl of removing his beer glass before he finish it and demended a new one. Then the girl said that she removed it beacause there were only few drops were left on it. But the guy demanded a full new glass on the basis of the girl removing his glass and the captail gave away just to silence him."
Can I just say, if a serving staff has removed a drink before the customer has finished drinking it, the serving staff and the captain could have avoided the escalating nature of the problem by responding in a more appropriate manner.
The problem was:
A mistake was made by the serving staff who took away the glass (it's a mistake, we're all human, we all make them, no big deal).
The solution:
Instead of getting involved in a shouting match with the customer, the serving staff ought to have immediately apologised for their mistake, and offered to replace the drink. At this point, pointing out that the drink was almost finished and offering to give the customer at least a half pint would have replaced what was lost and also compensated for the mistake.
Next problem:
The above solution wasn't offered. The situation escalated up to the customer calling for the captain. And to compound matters, the serving staff ventures an opinion that it's okay to take a customer's drink if there's only a bit of it left.
Solution:
Again, there was an easy solution to this. "I'm sorry that the serving staff took your glass before you had finished your drink, I'll get the serving staff to replace it." How much of the drink was left is -- at this point -- totally irrelevant.
By this point the original mistake has been compounded by the serving staff asserting that they were right to take the drink (effectively that they were right to make a mistake).
At this point, the captain should have apologised profusely to the customer and offered to replace the drink and give the customer another drink as well.
A mistake was made. The hotel staff handled the situation very badly. It's customer service 101(a) -- treat customers well; if you make a mistake, rectify it (don't refuse to acknowledege the mistake, or worse still throw your mistake back on to the customer for having the audacity to not finish his drink at your convenience!).
I've worked in bars and hotels and I would never deal with a customer service mistake made by staff by arguing with the customer. Because customer service 101(b) is if you treat one customer badly, they will tell at least ten of their friends, and word gets round that customer service is very bad in that establishment and potentially customers are lost, whereas if you treat a customer well (and by treating a customer well, that can also mean acknowledging and rectifying a mistake that you made), they will go away and tell at least ten people how wonderfully helpful and ingenious the staff were at resolving the problem.
It's really basic. I'm very surprised that such a major hotel chain doesn't train their Food & Beverage staff better in customer service. But then this is Doha. So I guess nothing should surprise me anymore.
"2. Last week at the same place one westerner was shouting at the waitress and demended to see the duty captain. Then captain appeared and asked him what all this about . He accused the girl of removing his beer glass before he finish it and demended a new one. Then the girl said that she removed it beacause there were only few drops were left on it. But the guy demanded a full new glass on the basis of the girl removing his glass and the captail gave away just to silence him."
Can I just say, if a serving staff has removed a drink before the customer has finished drinking it, the serving staff and the captain could have avoided the escalating nature of the problem by responding in a more appropriate manner.
The problem was:
A mistake was made by the serving staff who took away the glass (it's a mistake, we're all human, we all make them, no big deal).
The solution:
Instead of getting involved in a shouting match with the customer, the serving staff ought to have immediately apologised for their mistake, and offered to replace the drink. At this point, pointing out that the drink was almost finished and offering to give the customer at least a half pint would have replaced what was lost and also compensated for the mistake.
Next problem:
The above solution wasn't offered. The situation escalated up to the customer calling for the captain. And to compound matters, the serving staff ventures an opinion that it's okay to take a customer's drink if there's only a bit of it left.
Solution:
Again, there was an easy solution to this. "I'm sorry that the serving staff took your glass before you had finished your drink, I'll get the serving staff to replace it." How much of the drink was left is -- at this point -- totally irrelevant.
By this point the original mistake has been compounded by the serving staff asserting that they were right to take the drink (effectively that they were right to make a mistake).
At this point, the captain should have apologised profusely to the customer and offered to replace the drink and give the customer another drink as well.
A mistake was made. The hotel staff handled the situation very badly. It's customer service 101(a) -- treat customers well; if you make a mistake, rectify it (don't refuse to acknowledege the mistake, or worse still throw your mistake back on to the customer for having the audacity to not finish his drink at your convenience!).
I've worked in bars and hotels and I would never deal with a customer service mistake made by staff by arguing with the customer. Because customer service 101(b) is if you treat one customer badly, they will tell at least ten of their friends, and word gets round that customer service is very bad in that establishment and potentially customers are lost, whereas if you treat a customer well (and by treating a customer well, that can also mean acknowledging and rectifying a mistake that you made), they will go away and tell at least ten people how wonderfully helpful and ingenious the staff were at resolving the problem.
It's really basic. I'm very surprised that such a major hotel chain doesn't train their Food & Beverage staff better in customer service. But then this is Doha. So I guess nothing should surprise me anymore.