Skip to main content

"There is a fly in the Cedele pastry cupboard" - Why customer service is even more important with Social Networks

Customer service is a vital component in any F&B outlet. With social networks, a customer's experience at a cafe is multiplied when a post of a unhappy or pleasant experience can be easily seen and shared among friends.

A friend, who would visit Cedele every week for a meal, shared her disappointment about the customer service at Cedele @ T2 on Facebook. So disappointed that she decided that she would be better off having her morning coffee at the opposite cafe.

She wrote,

I think the service staff at this outlet should reflect in their service attitude. 1. We informed them that there is a fly in the pastry cupboard and their collective response was "It's out of our control. " 2. The food was all served cold and they were upset when they served us the wrong order. 3. A general lack of enthusiasm and servitude in their attitude; they obviously dislike their job. By the way, I visit Cedele every week for a meal and I have never had lousy food or service (my fav are the ones at Great World City and Rail Mall) - so this is a first for me.

However, kudos to the supervisor who later apologised for the incident.

From here, it can be easily seen how a Facebook post about a bad experience can be liked and shared among friends, and also be picked up by a blogger friend.

With social networks, customer service, good or bad, doesn't just stop at just one serving, it gets amplified among friends.


Popular posts from this blog

Why is Ramly Burger banned in Singapore?

Yahoo Singapore ran an article of the Ramly Burger by highlighting that it is ban in Singapore.

Yet, the writer from Makansutra failed to address the most important issue of why the Ramly meat patty is banned in Singapore.

A search online easily did highlight that the famous Malaysian meat patty is banned by the AVA but didn't go into details.

Wrote Arlina Arshad for The Straits Times in January 2004,

"But the importing of beef and beef products from Malaysia is not permitted, said theAgri-Food and Veterinary Authority (AVA).

Selling and supplying them without a permit is also an offence, and offenders can befined as much as $50,000 or jailed two years, or both, said the AVA."

In May of the same year, another article highlighted that a man was even charged in court for "smuggling" the Ramly burger in 2004.

"The AVA said that meat products processed in Malaysian food factories which it had notapproved were banned here.Suzali was yesterday jailed for four month…

Social Media 101: How To Be The Most Hated Person In Singapore Instantly

It is amazing how we are quick to forget that a single wrong comment on social media can make one the most hated person in Singapore.

Back in 2012, we had Amy Cheong. Her comments on Facebook about a Malay wedding under her HDB void deck resulted in an online CSI that cost her her job.

Fast forward to 2017 and we have Thomas Chua Poh Heng and whose name will forever live in Internet infamy.

Thomas reposted a video of the funeral of a Traffic Policeman who died while on duty. Thomas then commented that his death was well deserve as Thomas was once given a traffic ticket by the same Traffic Policeman.

Even the Home Minister for Singapore, who is responsible for the Police Force, was offended by Thomas' statement.

The screenshot showed that post was marked global by the Globe image next to the Singapore tag which could hint that this post was meant for all to see. As such, the argument of a "private"post does not hold any weight here.

Just as expected, after this post was s…

Those Who Gamble Online Have Poorest Control - NCG Survey In 2012

Singapore will soon exempt local operators, Singapore Pools and Turf Club, from online gambling ban and the sites will be ready in November 2016.

Ministry of Home Affairs explained that a complete ban on remote gambling drives demand and activities underground, and may create larger incentives for criminal syndicates to target Singapore."

Yet in a 2012 survey by the National Council on Problem Gambling (NCG) found that those who gamble online have the poorest control.

For those who indulged in online gambling, 30.4% said they gambled for a longer period than they planned to, 33.3% gambled with more money than they planned and 29.2% gambled more frequently they planned to. 
Will launching the online gambling sites be like opening a Pandora Box that will create more issues in the future?