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Thread: KFC Staff Beats Customer

  1. #1
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    KFC Staff Beats Customer



    TheStar: KFC worker allegedly assaults a customer

    I would assign faults as follows;

    1. Customer - 10%

    2. The KFC staff -30%

    3. KFC -bad management system, the management and the manager-in-charge - 60%

    The customer is not always right, but KFC should borne the bulk of the responsibility.
    There are other franchises that has set standards where, if a customers are not served within a certain period of waiting, say 5, 10, 30 or whatever depending on the service, then they get it free.
    Alternatively, there should be certain SOPs that kick into actions if certain time limits are exceeded.

    Since this is a case of running out of chicken after customer has waited for an hour, it should have been prevented with efficient management of critical stock. Someone should have been watching and assessing customers queue against chicken stock levels availability.

  2. #2
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    They would likely sack the staff, thats it.. case closed and all forgotten very soon. Just another aweful event.

  3. #3
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    An Update

    http://www.themalaysianinsider.com/m...in-kfc-outlet/

    KUALA LUMPUR, Feb 9 — A man seemingly assaulted by employees of a KFC restaurant in a video that went viral on the Internet has come forward to urge the public not to fan racial sentiments over the incident.

    “I regret the allegations of racial sentiments circulated on the internet, and urge netizens to stop all these nonsense as they were not at the scene. (The public) should not make up the issue,” Segambut MP Lim Lip Eng told reporters today on behalf of the man at a press conference here.

    Lim was speaking for Ng Chee Fei, whose February 6 attack was recorded and uploaded to video sharing site YouTube.

    According to Ng’s lawyer, Eric Tan, “not enough chicken”, “a 45-minute queue”, coupled with “grouchy KFC employees” had led to the victim getting punched in the face by a member of the kitchen staff.

    The incident has since drawn flak from the public, especially on social-networking site Facebook, with many criticising KFC as well as Ng, who was said to have provoked the staff with racial slurs.

    “The customers waited nearly an hour for their chicken but were told that the stock had finished,” Tan explained.

    “Of course the customers started to complain, but the staff was very grouchy and rudely answered: ‘Ayam sudah habis, apa you mahu lagi? (The chicken has finished, what else you want?)’,” he added.

    Tan said this led to an exchange of words, “but no bad language was used by the customers”.

  4. #4
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    I dont think that it has any racial undertones. It was just a case of disgruntled customers voicing their dissatisfaction and the staff being inadequately trained and supervised to handle the situation. Sacking the staff does not absolve the company of its responsibilities. The company should come out with a statement and stand on the issue to prevent the issue from being turned into a political mud slinging contest and before anyone starts introducing any racial connotations to the whole issue. If I were the customer I would write a very long letter to the management rather than taking it out on the staff who may have been inadequately trained.

  5. #5
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    The other thing is , is it really so nice meh?

  6. #6
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    Firstly, the video was not taken from the start. We do not know how it got started. It could be the customer or the staff itself. I been to a few KFC store and the staff are friendly. It could be the customer provoke the staff with something. It can't be suddenly a few staff came out to confront the customer. I have friends or even colleauges who are Malay and we respect each other.

    We have not heard what the staff that got involved have to say about this. What the customer said ?

  7. #7
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    I agree with justme123, the management should be blamed.
    The store manager didn't handle the complaint nicely (maybe the corporate policy not allowing him to do so).

    When I complaint to McD, they just refund me without question ask. I complaint their chicken taste weird, they replace another to me immediately. I complaint their service bad, they refund fully to me without argue. They simply leave no place for me to get heat up at all! Their staffs also never need to get scold by angry customers.

  8. #8
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    Moral Of The Story...

    "A Hungry Man Is An Angry Man"

    BTW, one of the spectators is a lady in a red dress and red hat....could that be??...No, it can't be...

  9. #9
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    Maybe this issue should be taken up with kfc international if the local franchisee is not interested in resolving this. So far they have maintained a dumb silence on the whole affair.

  10. #10
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    Quote Originally Posted by Rhiga View Post
    please read post #7
    I read the China Press report too and I trust those staffs did said those sensitive words, but we just can't be sure if China Press did report completely both side of the story. Like what make those kitchen staff so angry until they response back so rudely?

  11. #11
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    I'm quite sure there'll be some in house investigation as it involve company repute and integrity. Meanwhile wait till any official press statement. I reckon this is all normal due process.

  12. #12
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    It appears that kfc has contacted the fella to meet up with him. Maybe a year's free kfc

  13. #13
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    Fast food - with 45 minutes wait and sumore told with no chicken? I understand that hungry man is angry man but served with some sidekicks and punches from KFC? Even with a free year free KFC which is being advertised as it 'sooooo good, I wonder if that guy can stomach any more bites.

    In our service industry as in food and supermarkets, the service is so lousy and you could puke at times with thier attitude and service. KFC and MCD iare touted as the best toilets in part of the SOP but it is being ignored in Malaysia, Sumore, going to the front, it is not normal being greeted with a smile by the staff like what it was used to and comparing with the neighbouring countries who are running KFC. SO far, thier chicken does come with a punch!
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  14. #14
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    I suppose those victims may develop a fear phobia to enter any KFC branch hereon. Possible?

  15. #15
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    Their fear may be translated into a general boycott of kfc and thats when dung hits the fan

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