What did the restaurant representative say?

Making the delivery driver wait because you're not the customer?

Accordingly, the clip shows an employee at a rice dish restaurant taking orders and delivering them to customers. At the same time, there was a delivery driver and a customer standing at the counter, and the employee delivered to the customer first.

Seeing this, the delivery driver said, "I came in first, and even that's not allowed." Upon hearing the driver's complaint, the female employee replied, "Sir, we don't have the right to discriminate against customers like that." The male driver expressed his frustration, believing the female employee was implying that he wasn't a customer.

A restaurant employee delivering rice dishes to customers before the delivery driver arrived has garnered attention on social media.

The incident sparked outrage online, with many disagreeing with the female employee's communication style towards the delivery driver. They argued that the employee had discriminated against both the delivery driver and the customer.

Truc Uyen commented: "Shippers also buy goods on behalf of customers, how can you talk to them like that?" Chau Ninh wrote: "Shippers are intermediaries who deliver food to customers of the restaurant, why should they have to wait to pick up their orders after customers who buy directly?"

Reportedly, the incident occurred at the PLT rice restaurant on Street No. 5, Binh Hung Hoa Ward (Binh Tan District, Ho Chi Minh City) at 11:40 AM on May 25th.

What did the restaurant owner say?

Speaking to Thanh Nien newspaper , the restaurant owner stated that after receiving the complaint, they conducted an investigation and confirmed the incident occurred. The restaurant accepts full responsibility due to shortcomings in employee training. The female employee's attitude towards the delivery driver was completely inconsistent with the company's code of conduct and customer service procedures.

The broken rice restaurant where the incident occurred primarily serves takeout customers.

A representative from the broken rice restaurant stated that staff also face difficulties in operations, especially during peak hours. At the time of the incident, the delivery driver had been waiting for about 30 minutes. The restaurant operates in a way that divides orders into two streams at its branches. One is orders placed by customers through online applications, which go directly to the kitchen and are processed separately. The other is orders from customers purchasing directly, which are received by the staff on duty, transferred to the kitchen, and processed separately.

The delivery driver waits to pick up the order at the broken rice restaurant.

"During the incident, orders placed through apps surged, overwhelming the kitchen and causing the congestion as reported. At that time, there were fewer orders from customers ordering directly, so processing was faster. Instead of explaining thoroughly to gain understanding, the staff made disrespectful remarks to the delivery drivers, demonstrating a lack of understanding of the operating procedures and failing to provide a clear explanation," a representative from the restaurant stated.

The restaurant has taken responsibility for training its staff in proper communication and interpersonal skills. Many factors influence operations, and the female employee was quite young, which contributed to the unfortunate incident. In Ho Chi Minh City, the restaurant has over 35 branches, all operating according to the same procedures.

On social media, netizens also pointed out that delivery drivers have been complaining about long wait times and receiving orders before customers who arrive later, a issue that has been ongoing for about 3-4 months. Regarding this matter, a representative stated that this issue is beyond the scope of their response and they will review it and provide a response later.

"Regarding the case of the counter staff member who made inappropriate remarks, the company has held a disciplinary meeting and imposed the strictest disciplinary action according to regulations. On behalf of over 600 employees working daily, the restaurant would like to offer its deepest apologies to the delivery drivers, customers, and the community. The restaurant has reviewed its entire service process and notified all staff at all branches to learn from this experience. Simultaneously, we have scheduled retraining on codes of conduct for all staff," the representative of the rice restaurant stated.

The restaurant also hopes to have the opportunity to connect directly with the delivery driver. However, due to various personal reasons, the driver has not been open to communicating with the restaurant. This is also regrettable for the restaurant after the incident occurred.

"This is a valuable lesson for the restaurant in its journey to improve and enhance service quality, fulfilling its commitment to providing the best experience for customers and partners," a representative of the restaurant said.

Source: https://thanhnien.vn/nhan-vien-quan-com-tam-de-shipper-cho-30-phut-vi-khong-phai-khach-dai-dien-quan-noi-gi-185240528141925783.htm