| The New Branch of McDonald’s in Makati located at the Kroma Tower was a strategic location to “troll” fast food rival just a corner away that is located at the soon-to-be renamed and inhabited Convergys building that’s courageous of one of America’s famed restaurants that aren’t the first time they’ve done that.
Being “New” carries a lot of things which are mostly excuses and giving them the reason to do blunders in the customer service side of things or what they usually say an isolated case. But you’re trying to claim the market over an anthropomorphic bee that seemed to be unlikely unless you improve things like customer service. |
The swanky new McDonald’s Kroma Tower tries to offer what its rival doesn’t have which is a cozy ambiance that is what the aesthetics of the stores in Adelaide, South Australia looks like in 2017. It must be kind of old in a personal perspective that the Philippines is just now catching up to what their store looks like now.
However, image is something but customer service is another thing that is a major driving point to ‘getting more customers’ hence the word itself. In the Philippines that value in customer service has dipped to the negative zone in so many levels they’re not even verbally apologetic or would show value to their customers.
Below there are three key points of experience in this particular branch that is the good, ugly, and the worse ranked in the opposite:
Impolite & Non-Courteous Service
Before NxtGEN
Upgrade to Oriental Style
Impolite & Non-Courteous Service
Obviously, the cultural difference between western countries like Australia and the Philippines are so opposite that it is what makes this observation a head-scratcher. The Aussies are direct-to-the-point no-nonsense professionals, while the Filipinos are cowardly attacking you from behind.
This is for the reason if they encounter a customer ranting about bad service in social media they would ask for your contact details for future reference, which at the right moment they can send their lawyers to give you more stress to jump off a balcony. Besides that when you tell them off you’ll know they’re not going to apologize and why they don’t really smile under that fake welcoming experience.
The experience in this store is subtle that they tried to cover up the communication that the cashier has been instructed what the customer want in his/her meal. With that order of a Burger McDo WITHOUT a dressing must have been lost in translation or they want their customers to appreciate this localize garbage burger with its effortless flavor that is obviously the same way you asked for a drink WITHOUT ICE instead pretend they didn’t hear it until a customer notices it but does not apologize for their mistake MOST OF THE TIME.
Backward NxtGEN
It is heavily marketed in the latter half of 2018 that all of the McDonald’s store in the Philippines will have a working self-service kiosk, which is something that has been installed in Australia stores between 2015/2016 that the Philippines marketed as “NxtGen” that everyone can be excited about except that the concept of “self-service” in the Philippines has more “spoon-feeding” that the actual function of the service.
It’s a lame concept marketing to say “it looks cool” but the appearance can be deceiving. On the night this could be an interesting enterprise the service was “Out of Order” making it the most hilarious thing to see since most Filipinos have been spoiled or influence by advertisement to be entitled that majority would still want to get their orders done over a talking sometimes incompetent staff.
But it makes this store “look cool” although there’s nothing cool when your service sucks and still continue to push in putting ice on a customer’s request not to or a request for an unsalted large fries. But instead, they try to “pretend” that they are deaf and still put on those things to make the customer feel like an idiot to get away with it.
Upgrade to Oriental Style
The latest promo has brought back the oriental meal with the Ebi and Teriyaki Burger with the new flavored Frozen Fuji Apple that also includes the return of the Twister Fries for a limited time. Due to its popularity that they brought it back with a new twist but the same stingy food portions trying to get customers to pay more for less.
But the only good take from this is that you can upgrade a regular Happy Meal with the Frozen Drink and the Twister Fries by adding a few pesos more. If you happen to want to upsize your meal and take advantage with the Oriental Style meal promo you can do it also by ordering a Happy Meal.
Lastly, a piece of advice to a customer who eats at these fast-food restaurants like McDonald’s or Jollibee to be extra aware of your food orders. Their staffs are not Australians who are polite and respectful to take care of your food. These Filipinos are trained to strategically still not follow your request. It is because they think they are losing on serving the usual food that they are tasked to five you, that you need to be on your toes to point it out to them that is the reason why they are not to be trusted.
Branch: McDonald’s Kroma Tower
Customer Service: D-
Food Quality: 4/10
Overall: Not Good
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