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CCTV investigation into the adhesive properties of the furniture Initiated!
Mini Monsters的点评
点评：I just wanted to share a review of my wife and her friends recent experience. What should have been a nice afternoon out for two mums and their two three-year-old daughters turned into something of an endurance test.
The first problem was the noise. It was so unbelievably loud that my daughter couldn’t actually play, which is slightly unfortunate when you’ve paid to take a three-year-old to a children’s play venue.
Then came the food. The chips arrived stone cold, so they were sent back. When they returned, they were certainly hot this time, but unfortunately appeared to have been introduced to an entire bottle of cooking oil. A sandwich was also ordered, which came complete with a rather unexpected ingredient: a human hair. Not something we’d specifically requested.
The tables and chairs were also noticeably dirty and sticky, and not just in a “there’s been a few kids playing around here” kind of way , so the two mums decided they’d had enough and left.
On the way out, my wife spoke to a member of staff and gave her details, along with her friend’s, expecting that perhaps someone would simply look into what had happened.
Instead, her friend subsequently received a call from someone, who apparently felt the appropriate response was to question whether she was telling the truth. He said he would be checking the CCTV to investigate the complaint about the hair and the sticky furniture. I’m still trying to work out exactly how that works. I genuinely cannot wait for the footage review:
“Stop the tape. Zoom. Enhance. There! At 14:37. Do you see that?”
“Is that…?”
“Yes!”
“Is it a hair?”
No. It’s a three year-old eating a chip!”
“Damn!!”
Honestly, the CCTV investigation into the adhesive properties of the furniture is something I think the whole world needs to know about, as this is cutting edge. However, nothing says “we take customer feedback seriously” quite like calling someone up to cross-examine them over a sandwich hair as though you've uncovered the Yorkshire Ripper.
Anyway, back to my review, and the telephone call - this person also made a point of saying he would have to discipline someone, in a manner that somehow made the customers feel as though they were responsible for getting a member of staff into trouble. That is quite an extraordinary way to handle a complaint. Mistakes happen. Cold food happens. Things get missed. Even, tragically, the occasional rogue sandwich hair may escape quality control. What really matters is how you deal with it afterwards. Calling a customer and effectively treating them like a liar, while making them feel guilty for reporting the problems they experienced, is not the way to do it. A simple, “We’re really sorry, that’s no good and we ‘ll look into it” would have gone a long way. Instead, the response turned a disappointing afternoon into CSI Wirral: Sticky Table Unit.
Two mums took two three-year-olds out for a nice afternoon. One child couldn’t play because of the noise, the food was poor, the furniture was filthy and sticky, and when they complained, the response somehow managed to make the experience even worse. Would we return? Only if we can watch the guy who called crack the case about the suspiciously sticky furniture and rogue hair.
The first problem was the noise. It was so unbelievably loud that my daughter couldn’t actually play, which is slightly unfortunate when you’ve paid to take a three-year-old to a children’s play venue.
Then came the food. The chips arrived stone cold, so they were sent back. When they returned, they were certainly hot this time, but unfortunately appeared to have been introduced to an entire bottle of cooking oil. A sandwich was also ordered, which came complete with a rather unexpected ingredient: a human hair. Not something we’d specifically requested.
The tables and chairs were also noticeably dirty and sticky, and not just in a “there’s been a few kids playing around here” kind of way , so the two mums decided they’d had enough and left.
On the way out, my wife spoke to a member of staff and gave her details, along with her friend’s, expecting that perhaps someone would simply look into what had happened.
Instead, her friend subsequently received a call from someone, who apparently felt the appropriate response was to question whether she was telling the truth. He said he would be checking the CCTV to investigate the complaint about the hair and the sticky furniture. I’m still trying to work out exactly how that works. I genuinely cannot wait for the footage review:
“Stop the tape. Zoom. Enhance. There! At 14:37. Do you see that?”
“Is that…?”
“Yes!”
“Is it a hair?”
No. It’s a three year-old eating a chip!”
“Damn!!”
Honestly, the CCTV investigation into the adhesive properties of the furniture is something I think the whole world needs to know about, as this is cutting edge. However, nothing says “we take customer feedback seriously” quite like calling someone up to cross-examine them over a sandwich hair as though you've uncovered the Yorkshire Ripper.
Anyway, back to my review, and the telephone call - this person also made a point of saying he would have to discipline someone, in a manner that somehow made the customers feel as though they were responsible for getting a member of staff into trouble. That is quite an extraordinary way to handle a complaint. Mistakes happen. Cold food happens. Things get missed. Even, tragically, the occasional rogue sandwich hair may escape quality control. What really matters is how you deal with it afterwards. Calling a customer and effectively treating them like a liar, while making them feel guilty for reporting the problems they experienced, is not the way to do it. A simple, “We’re really sorry, that’s no good and we ‘ll look into it” would have gone a long way. Instead, the response turned a disappointing afternoon into CSI Wirral: Sticky Table Unit.
Two mums took two three-year-olds out for a nice afternoon. One child couldn’t play because of the noise, the food was poor, the furniture was filthy and sticky, and when they complained, the response somehow managed to make the experience even worse. Would we return? Only if we can watch the guy who called crack the case about the suspiciously sticky furniture and rogue hair.
翻译：我只是想分享一下我妻子和她的朋友们最近的经历。本该是两个妈妈带着各自三岁的女儿们共度的愉快下午，结果却变成了一场耐力考验。
第一个问题是噪音。声音大得令人难以置信，我的女儿根本无法玩耍。毕竟我们是花钱带三岁的孩子来儿童游乐场的，这种情况实在有些可惜。
接着是食物问题。薯条送来时已经冷透了，所以被退回去了。当他们回来时，这次他们确实热得不行，但遗憾的是，看起来他们把一整瓶食用油都倒进去了。他们还点了一个三明治，结果里面出现了一个相当出人意料的“配料”——一根人的头发。这可绝不是我们特意要求的。
桌子和椅子也明显又脏又黏，而且绝不是那种“有几个小孩在这里玩耍过”的程度，于是两位妈妈觉得忍无可忍，便离开了。
出门时。我的妻子与工作人员交谈，提供了自己和朋友的详细信息，本以为或许会有人出面调查究竟发生了什么。
然而，之后我的朋友接到了一个人的电话。此人显然认为恰当的回应方式是质疑她所说的是否属实。他还表示会查看监控录像，以调查关于头发和粘腻家具的投诉。我到现在还在琢磨这到底是怎么运作的。我真的迫不及待想看看那些录像回放：
“暂停录像。放大画面。增强清晰度。好了！14点37分那里。你们看到了吗？”
“那是……？”
“对！”
“是一根头发吗？”
“不。那是一个正在吃薯片的三岁小孩！”
“天哪！！”
说真的，关于家具黏合特性的监控录像研究实在太前沿了，我觉得全世界都应该了解。不过……没有什么比打电话给顾客，让他们边吃三明治边回答关于头发掉进食物里的问题更能体现“我们重视顾客反馈”了——就好像我们抓到了约克郡开膛手一样。
言归正传，回到我的评价以及那通电话上：这位工作人员还特意表示自己必须对某人进行处分，其表达方式竟让顾客们觉得似乎是自己害得同事挨罚。这种处理投诉的方式真是极其反常啊。失误在所难免。冷掉的食物也时有发生。有些问题就是会被忽视。甚至，不幸的是，偶尔也会有个别不符合标准的三明治混进产品中。真正重要的是事后如何处理。给顾客打电话，却把他们当骗子对待，还让他们因反映自身遇到的问题而感到内疚，这种做法绝对不可取。其实只要简单地说一句：“我们深感抱歉，这种情况实在不应该发生，我们会尽快调查处理。”就能起到很好的效果。然而，事实并非如此。原本令人失望的一个下午，因为一场“CSI Wirral：黏糊糊的桌椅之谜”事件而变得有趣起来。
两位妈妈带着各自三岁的孩子出门享受美好时光。可其中一个孩子因为周遭太吵根本没法玩耍；食物也难以下咽；桌椅更是又脏又黏。当他们向工作人员投诉后，得到的回应却让情况变得更糟。我们还会再去吗？只有当我们能亲眼看到那位负责破案的男子解开那些可疑的“黏腻桌椅”以及莫名其妙出现的头发之谜时，我们才会再去。
第一个问题是噪音。声音大得令人难以置信，我的女儿根本无法玩耍。毕竟我们是花钱带三岁的孩子来儿童游乐场的，这种情况实在有些可惜。
接着是食物问题。薯条送来时已经冷透了，所以被退回去了。当他们回来时，这次他们确实热得不行，但遗憾的是，看起来他们把一整瓶食用油都倒进去了。他们还点了一个三明治，结果里面出现了一个相当出人意料的“配料”——一根人的头发。这可绝不是我们特意要求的。
桌子和椅子也明显又脏又黏，而且绝不是那种“有几个小孩在这里玩耍过”的程度，于是两位妈妈觉得忍无可忍，便离开了。
出门时。我的妻子与工作人员交谈，提供了自己和朋友的详细信息，本以为或许会有人出面调查究竟发生了什么。
然而，之后我的朋友接到了一个人的电话。此人显然认为恰当的回应方式是质疑她所说的是否属实。他还表示会查看监控录像，以调查关于头发和粘腻家具的投诉。我到现在还在琢磨这到底是怎么运作的。我真的迫不及待想看看那些录像回放：
“暂停录像。放大画面。增强清晰度。好了！14点37分那里。你们看到了吗？”
“那是……？”
“对！”
“是一根头发吗？”
“不。那是一个正在吃薯片的三岁小孩！”
“天哪！！”
说真的，关于家具黏合特性的监控录像研究实在太前沿了，我觉得全世界都应该了解。不过……没有什么比打电话给顾客，让他们边吃三明治边回答关于头发掉进食物里的问题更能体现“我们重视顾客反馈”了——就好像我们抓到了约克郡开膛手一样。
言归正传，回到我的评价以及那通电话上：这位工作人员还特意表示自己必须对某人进行处分，其表达方式竟让顾客们觉得似乎是自己害得同事挨罚。这种处理投诉的方式真是极其反常啊。失误在所难免。冷掉的食物也时有发生。有些问题就是会被忽视。甚至，不幸的是，偶尔也会有个别不符合标准的三明治混进产品中。真正重要的是事后如何处理。给顾客打电话，却把他们当骗子对待，还让他们因反映自身遇到的问题而感到内疚，这种做法绝对不可取。其实只要简单地说一句：“我们深感抱歉，这种情况实在不应该发生，我们会尽快调查处理。”就能起到很好的效果。然而，事实并非如此。原本令人失望的一个下午，因为一场“CSI Wirral：黏糊糊的桌椅之谜”事件而变得有趣起来。
两位妈妈带着各自三岁的孩子出门享受美好时光。可其中一个孩子因为周遭太吵根本没法玩耍；食物也难以下咽；桌椅更是又脏又黏。当他们向工作人员投诉后，得到的回应却让情况变得更糟。我们还会再去吗？只有当我们能亲眼看到那位负责破案的男子解开那些可疑的“黏腻桌椅”以及莫名其妙出现的头发之谜时，我们才会再去。
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