I received a feedback via email from Kopitiam food court and the Service & Quality Executive answered to my bad experience I had with great care and concern. The person-in-charge has done a lot of things before he finally followed up with me to let me know of his investigation. (Sorry, I don’t know the executive’s name is a “he” or “she”. So for convenience sake, I will assume as “he”) The operation manager has actually reprimanded the two aunties, and they are being sent for customer service retraining. For that, I believe Ron Kaufman has no business for this anymore. 
He has also arranged to forward my feedback to his supplier for further action. Then, he also offered me a complimentary dessert of my choice.
This time round, I felt really good after they have done so much for a customer. This action they have taken is very similar to the solutions I have described in my post about “How to handle an erroneous customer even if you are right?“.
Now, I know they really take customer feedback seriously. I believe that their business will continue to soar to the next level as they continue to have high standards stringently.
I really appreciated their actions taken. In fact, I actually thought of not writing to the management because my frustration actually subsided as I wrote the words in my mobile phone. In the end, I decided to send my message and forget about it. Never did I know they actually did a series of follow-up which really made me really appreciated. I must admit that I may be in the wrong because I may have a different taste bud from the three of them who tested it. Or maybe, I have the same taste bud with my girlfriend.
As for the two aunties, this may have two different extreme cases resulting from their actions:
- They will become an even better staff with quality service.
- They will start to have a negative working attitude on the frontline.
Staff with good working attitude will result in a better performance and they will keep on improving in their working experience. Staff with bad attitude will simply stop learning and will never excel.
Now, I can really see Singapore is definitely improving in its customer service.
