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Labels: neutralYup, I m back with the updated copy of the letter.
Though this seems to be a little overboard, I guess it is only fair that I report the facts with my personal opinions on the poor service. Truthfully, I am really very mad on what he did to us beacause we are students. Therefore, I wrote this letter, stating on the facts with my views which, of course, could be subjected to changes.
Here it is:
Dear Sir/Madam
Complaint on service rendered at Swenson’s
My friends and I have recently patronised the Swenson’s restaurant outlet located at Compass point on 11 September 2008. We have always been aware of the great reviews and excellent service standards provided at every Swenson’s outlet and were looking forward to celebrating a birthday and tasting the top-notch ice-cream that Swenson’s is renowned for. However, we were utterly shocked and thoroughly dissatisfied on the atrocious service rendered by the outlet manager, Jeffery.
The occasion proved to be a disastrous when our initially joyous mood was ruined by the inadequate and disconcerting service rendered to us. We were a large group of about 10 and this could be partly the reason why the outlet manager gradually felt irritated and became slightly annoyed when we settled for a 5 scooped ice-cream and a complementary “firehouse” ice-cream. In addition, during the course of taking our order, he was extremely mindful of our slow decision making, but isn’t it still the customer’s prerogative to take as much time as we need to carefully consider our orders?
Furthermore, out of the blue, he questioned the table and asked whether we were aware of which ice-cream flavour contained alcohol. Though he did mention that he was only engaging in friendly conversion with us, I certainly did not appreciate the question and felt disturbed as it was fairly demanding and rather inappropriate, even if he did have the positive intention of building relations with his customers.
In response, I replied “probably the yummy raisin one,” but was taken aback when he snapped, asserting that Swenson’s only served Halal food and would definitely not sell ice cream that contained alcohol. He even added that I could be sued for even making such a statement. I felt extremely exasperated and furious by the fact that he did not bother to explain why that was so but instead, focused heavily on how we could be sued. Though we understood that he was merely trying to protect the company’s reputation, and had the company’s interests at heart, but he could have spoken in a less harsh tone and possibly help us clear our misconceptions in a friendly manner as we did not harbour any negative intent. Moreover, he was the one that suddenly asked the question, disrupting our conversation. I believe his purpose was to clear our doubts over the yummy raisin flavoured ice cream, nonetheless, he was crude throughout the conversation and made us feel as though he was about to pick a fight.
Later, as we were served the ice-cream, he warned us that only the birthday girl was allowed to eat the free “firehouse” ice cream. Even though he had said that in a light-hearted voice, sounding as though he was joking, in reality, he did check up on us and had once again, disrupted our conversation when he saw my other friends sampling the “firehouse” and “jokingly” said that he would confiscate the ice-cream if we did it again. I do not reckon that such a policy really exists within the company.
By the time we finished our desert, it was only noon and the restaurant was still relatively empty, with more than 70% of the seats vacant. Therefore, we decided that staying in the restaurant for a little while more to chat was of no disturbance before leaving. Yet, it seemed like the manager was watchful of our presence in the restaurant and even strolled past several times until we could no longer stand his constant glaring. As we stood up and left for payment at the cashier, we decided to fill in feedback forms we had located, but, upon seeing us do that, he felt threatened and even said, in a threatening voice, “wow, why are so many of you taking feedback forms? To complain me?” We ignored him and left to post the feedback forms, and, at which point, he rushed out of the restaurant and maintained a menacing gaze on the group as though we did not have the right to give feedback on his service.
The manager’s sarcasm and poor service during the meal really made us ponder and reconsider whether to step into another Swenson’s restaurant again. His behaviour has truly left a negative impression on my friends and I and this could cause us to reassess the reputation of the Swenson’s chain and the service standards rendered there. If the manager is said to be the head of the restaurant, it is beyond doubt that he is certainly incapable of establishing a good example to the staff of the outlet with such n uncouth attitude and appalling service standards. I hope that action will be taken to improve the situation, possibly imposing a warning or reprimanding the staff at hand. Thank you.
Yours faithfully
TanJiahui
