Disgusted by Swensen's service @ J8
-
I've been working Swensens for almost coming to 2yrs++. Though i'm a part-timer, i have worked for so many outlets. Different outlets cater to different type of customers. definitely expect differnet type of complains and compliments. i enjoyed working in one particular outlet which i do not wish to name, cos the management treated my fellow colleagues as friends not as workers.
usually the reservation book is located at the entrance. depends if the outlet is packed cashier see customers at entrance will tell the person on duty. normally at swensens the outlet is divided into station A and station B, those in charge of station A cannot interfere in station B unless the outlet has very little customers. so sometimes u might see some CSR that notice you at the entrance but can't do anything becuz they belong to the other station. i find this quite lame though. so normally its either the manager on duty, assistant manager or higher rank staffs "those with walkie-talkie" that do the serving and ushering of customers into the outlet.
Right, each CSR is incharge of each station, but if a customer arrives at the entrance, doesn't matter which station the CSR is, the nearest staff must entertain that customer. if the nearest staff is plagued wif things to do, other CSR should take the initiative to do. Management cannot blame u for abandoning ur own station, just to entertain customers. CSR themselves also must know how to handle their work area well at the same time looking after their customers.
Each outlet have their own kind of management and service team. So u cannot judge swensen's service based on one or two outlets. U think u've the time to visit all 22 swensens outlets in spore? i doubt so. -
u r lucky to be able to work in an outlet with staff that treat you as friends. for me is a different caseOriginally posted by madcatvulture:I've been working Swensens for almost coming to 2yrs++. Though i'm a part-timer, i have worked for so many outlets. Different outlets cater to different type of customers. definitely expect differnet type of complains and compliments. i enjoyed working in one particular outlet which i do not wish to name, cos the management treated my fellow colleagues as friends not as workers.
Right, each CSR is incharge of each station, but if a customer arrives at the entrance, doesn't matter which station the CSR is, the nearest staff must entertain that customer. if the nearest staff is plagued wif things to do, other CSR should take the initiative to do. Management cannot blame u for abandoning ur own station, just to entertain customers. CSR themselves also must know how to handle their work area well at the same time looking after their customers.
Each outlet have their own kind of management and service team. So u cannot judge swensen's service based on one or two outlets. U think u've the time to visit all 22 swensens outlets in spore? i doubt so.
nvm about that. i suppose your last paragraph is not targetted at me right
-
If 22 outlets all have their own standards of service and management, it's like super duper double standard practice. it's not a franchise business where you have your own say but as a international brand.Originally posted by madcatvulture:I've been working Swensens for almost coming to 2yrs++. Though i'm a part-timer, i have worked for so many outlets. Different outlets cater to different type of customers. definitely expect differnet type of complains and compliments. i enjoyed working in one particular outlet which i do not wish to name, cos the management treated my fellow colleagues as friends not as workers.
Right, each CSR is incharge of each station, but if a customer arrives at the entrance, doesn't matter which station the CSR is, the nearest staff must entertain that customer. if the nearest staff is plagued wif things to do, other CSR should take the initiative to do. Management cannot blame u for abandoning ur own station, just to entertain customers. CSR themselves also must know how to handle their work area well at the same time looking after their customers.
Each outlet have their own kind of management and service team. So u cannot judge swensen's service based on one or two outlets. U think u've the time to visit all 22 swensens outlets in spore? i doubt so.
Think of it this way, if the service standard is poor in 3 outlets, what else to expect from the rest 19 outlets. Common perception is the answer.
If Swensens can't uphold a minimum level of standard, it's really pathetic and needless to say, it's going to bring and court its own doom.
Every business requires the very fundamental of rule, revenue. If revenue drops and dips within a measure of 18-months, and yet no improvement, it's heading to a very bad state known as business recession. Inevitably, restructuring and reorganiztion of business will be needed to shape things up and make the book looks nice. -
i very soft-spoken deOriginally posted by Xcert:food come....U find portion too small...complain straightaway mah...eat already then say portion too small...
.. only can come here complain.. lol.. -
service charge is a joke, cause they can throw your food at you, and you still have to pay 10%.
if I were faced with this, I will complain to manager and demand a new plate.
firstly, for you to get slow food depends on what you ordered. a crispy chicken will take longer than one ordering fish & chips. so common sense.
as for getting 1/3, are you sure?? Swenson dare to do this?? -
It's no point singling out Swensens's for poor service.
Sometimes, i feel the F and B industry should remove the 10% service charge as there is almost zero service in most restuarants and western food joints which charge this to the consumer's bill.
It's ridiculous when you pay for a service that is non-existent. The system should revert back to the tipping model where tips go directly into the waiter's pocket, as reward for a job well done. That inspires people to serve BETTER.
Having a compulsory 10% service charge leads to blatant complacency. It just like the ridiculous compulsory tipping law in Hong Kong. -
One outlet is enough to tell if the place have good staff management.Originally posted by madcatvulture:I've been working Swensens for almost coming to 2yrs++. Though i'm a part-timer, i have worked for so many outlets. Different outlets cater to different type of customers. definitely expect differnet type of complains and compliments. i enjoyed working in one particular outlet which i do not wish to name, cos the management treated my fellow colleagues as friends not as workers.
Right, each CSR is incharge of each station, but if a customer arrives at the entrance, doesn't matter which station the CSR is, the nearest staff must entertain that customer. if the nearest staff is plagued wif things to do, other CSR should take the initiative to do. Management cannot blame u for abandoning ur own station, just to entertain customers. CSR themselves also must know how to handle their work area well at the same time looking after their customers.
Each outlet have their own kind of management and service team. So u cannot judge swensen's service based on one or two outlets. U think u've the time to visit all 22 swensens outlets in spore? i doubt so.
Ritz Carlton for example. About 50 luxury hotels and resorts worldwide. .
Just one hotel.
Just a stay at one outlet, any of it tells me all.
Do i have to go all 50 Ritz Carlton hotels to prove that i'm right? Maybe consumers should not assume that the overall standard of Swensen based on just one outlet's performance.
Unfortunately, in Service industry. Just one experience is all it takes.
Cheers -
Agree.for example, It jus take 1 guy/group of students to change the public's prespectives about certain schools.Originally posted by M©+square:One outlet is enough to tell if the place have good staff management.
Ritz Carlton for example. About 50 luxury hotels and resorts worldwide. .
Just one hotel.
Just a stay at one outlet, any of it tells me all.
Do i have to go all 50 Ritz Carlton hotels to prove that i'm right? Maybe consumers should not assume that the overall standard of Swensen based on just one outlet's performance.
Unfortunately, in Service industry. Just one experience is all it takes.
Cheers -
If there's Hotel 81 , why would people take Ritz Carlton?
Obviously there are some underlying reasons
If you compare Swensens with high-end French restaurants ,
naturally there would be some lacking in terms of taste , service and ambience when it comes to Swensens
There shouldn't be high expectations when it comes to Swensen's service quality ... -
You are not liable to pay 10% service charge if you are not happy with their service!
-
But doesn't the Management also depicts and dictates what are the dos and don'ts. Clearly in the case of Swensens, the outlets dictate their own management standards, which refer the lax handling by the Management.Originally posted by M©+square:One outlet is enough to tell if the place have good staff management.
Ritz Carlton for example. About 50 luxury hotels and resorts worldwide. .
Just one hotel.
Just a stay at one outlet, any of it tells me all.
Do i have to go all 50 Ritz Carlton hotels to prove that i'm right? Maybe consumers should not assume that the overall standard of Swensen based on just one outlet's performance.
Unfortunately, in Service industry. Just one experience is all it takes.
Cheers
If me's not wrong, Singapore's Swensens is by rights of franchising, thus to the franchisee, they are more concerned on the dollars and cents rather than thinking the fact that with good service and practices, they will be able to retain their share of loyal customers. In the same way, menus and new food exploration are to be explored so as to keep a fresh look.
Yes, as customer and consumer, if a service rendered is not justifiable, we can exercise our consumer rights as stated in consumer charter from CASE by refusing to pay the 10% imposed service charge.
We consumers just have a very basic request. We like to be served with the right and good service. A good experience goes a long way, but a bad experience goes a fast way. -
My expectations will be mainly upon the 10% which i will pay.
So if the service fulfil the one tenth from my 100% expectations. I'll gladly admit that the restuarant(in which ever calibre) have done what is required.
What falls below that, then we have to consider if they even deserve the 10% service charge.
My point is whether Ritz or Swensens. Consumer needs are basic and simple.
If customer had a bad experience. Who gives a hoot whether it's Ritz or Swensens?
Cheers - Domo -
Franchisee...hai. Yes, the services varies.Originally posted by dork3d:But doesn't the Management also depicts and dictates what are the dos and don'ts. Clearly in the case of Swensens, the outlets dictate their own management standards, which refer the lax handling by the Management.
If me's not wrong, Singapore's Swensens is by rights of franchising, thus to the franchisee, they are more concerned on the dollars and cents rather than thinking the fact that with good service and practices, they will be able to retain their share of loyal customers. In the same way, menus and new food exploration are to be explored so as to keep a fresh look.
Yes, as customer and consumer, if a service rendered is not justifiable, we can exercise our consumer rights as stated in consumer charter from CASE by refusing to pay the 10% imposed service charge.
We consumers just have a very basic request. We like to be served with the right and good service. A good experience goes a long way, but a bad experience goes a fast way.
I'm quite wary to which Starbucks, Coffee Bean or Subway outlet i go to.
Yes again to Right service and good attitude.
Cheers - Domo! -
Support those neighbourhood kopitiams!
Support local food! -
i say my ice-cream size 1/3 of others already very good le.. come to think of it.. it might actually be less than 1/3..Originally posted by iceFatboy:service charge is a joke, cause they can throw your food at you, and you still have to pay 10%.
if I were faced with this, I will complain to manager and demand a new plate.
firstly, for you to get slow food depends on what you ordered. a crispy chicken will take longer than one ordering fish & chips. so common sense.
as for getting 1/3, are you sure?? Swenson dare to do this??
anyway the dessert is FOC so i don't really care about it..
PURPOSELY gave them a 1cent tip though..
-
Izzit? can don't pay meh.. cannot laOriginally posted by ILPSY:You are not liable to pay 10% service charge if you are not happy with their service! -
Under Consumer Charter by CASE, if you are not satisfied with the service rendered, you can refuse to pay the 10%.Originally posted by mamamamama:Izzit? can don't pay meh.. cannot la -
BUT what CASE says isn't law waddd.. the reason for 10% is to let restaurants be more professional to remind workers to render good service because customers are paying 10% more.
-
If consumer bring it up to CASE, it becomes investigation >>> can go court case one.Originally posted by y33bas:BUT what CASE says isn't law waddd.. the reason for 10% is to let restaurants be more professional to remind workers to render good service because customers are paying 10% more.