If you are working in the retail or service line, then you should know fairly well by now that the phrase, “the customer is always right” is widely practiced, and the right attitude is important to ensure customer satisfaction.
For this netizen named Frankie, he experienced a very unsatisfactory episode when he visited a popular jewellery chain store in Kepong. He took to Facebook to express his frustration, which quickly went viral.
“This is the first time I’ve had such an unhappy shopping experience. I took my mother to the jewellers as she wanted to buy some gold accessories. But when I stepped into the shop, no one greeted me or asked me if I needed any help.
“The manager of the shop was just standing there, playing his phone without even acknowledging our presence.”
“My mother sat down and called the manager over for assistance. He looked up with an annoyed expression at my mother. She asked him to recommend a few nice designs but he didn’t even look at the stock in the shop and immediately told her that the shop did not have any. He even asked her to go to the store opposite Aeon Big!”
Frankie expressed his disbelief.
“Is he looking down on us and assuming that we cannot afford to buy gold? How can such a person be the manager of the branch, is this really the way that such a big and famous company treats its customers?
“PS: The shop is Poh Kong located at Aeon Kepong”
The commenters all supported him and said that the manager shouldn’t judge a book by its cover and look down on people thinking that they do not have the capability to buy the items in Poh Kong.
Many of them also had the same experience and said, “This branch is notorious for their poor service! All their staff at that branch are rude and unfriendly. They won’t serve you unless you look rich! Their behaviour changes immediately if you look like you can buy a lot of gold.”
Because of this incident, many netizens took this opportunity to make a complaint directly to Poh Kong about the poor service they received. According to Moretify, Poh Kong allegedly responded to the complaints they received on Facebook Messenger about the Poh Kong branch in Aeon.
“We apologise for the unhappy incident that occurred at Poh Kong in Aeon Kepong. We have taken the necessary steps to change a new manager for the branch. Thank you for your feedback, as we are constantly improving to serve you better. To ensure that this incident doesn’t happen again, we will provide more rigorous training for our staff. Thank you for supporting us and we hope to see you again.”
After that, apparently Poh Kong’s business development manager reached out to Frankie and apologise to him as well. He also said, “If anyone is dissatisfied with the experience they received in our Poh Kong branches, please private message me the details of your experience and I will assist you accordingly.”
Hopefully they have learnt their lesson and wouldn’t scare away their customers in the future.