Last August 6, I posted a complaint on KFC’s Facebook fan page. On that very same day, their Customer Care Team sent me a private message asking for my information details. I immediately replied and was promised to be contacted by one of their team members. On August 11, Ms. Conie Umipig (KFC Eastwood City Branch Manager) called me up to clarify my concern. After explaining it to her thoroughly, she thanked me and promised to conduct a proper investigation into the matter. She also said that should their employees be found guilty, appropriate disciplinary action will be given. Before ending our conversation, she encouraged me to visit their store again for her to meet me personally.
After a month, I was able to visit the particular branch again and had the chance to talk to Ms. Umipig. She was very pleased to see me and I took the chance to ask about the status of my complaint. It turned out that after carefully reviewing the incident and hearing the explanation of the two concerned employees, they were both subjected to a 2-week suspension. Even though I felt sorry for them, I believe that a wrongdoing should have a corresponding consequence. Since their actions were in direct violation of the cleanliness standards in the food industry, the said disciplinary action was reasonable enough.
I commend the KFC Customer Care Team and Ms. Conie Umipig for their professional and prompt approach to my complaint. May this incident serve as a good example to all service-oriented institutions. Always treat customer complaints seriously and objectively. Never underestimate the power of the consumers for they are the ones giving you business in the first place. As Pete Blackshaw’s book title says, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.” Need I say more?