Lavender Confectionery & Bakery Sdn Bhd — Restaurant in Johor

Date: 30 Jul 2024

Location: Lavender Bakery Shop AEON

Subject: Customer Service Incident Report

Description:

During my visit to Lavender Bakery Shop, I observed a concerning lapse in customer service. While browsing the mooncake options, I waited for a promoter to finish assisting another customer. Upon the completion of this interaction, the promoter did not acknowledge my presence. There was no attempt to engage or inquire if I required assistance, such as a simple "Are you interested in buying anything, sir?"

Instead of providing the expected level of customer service, the promoter left the counter and failed to address me, which I found it disrespectful and unprofessional. When i asked her why she didn't attend to me, she said she was busy with other works . This behaviour not only affected my perception of the service quality but also left me feeling disregarded and undervalued as a customer.

I would highly suggest the following improvements in the future by ensuring that all staff members are trained in basic customer service etiquette, including acknowledging and engaging with all customers promptly. Next would be to regularly monitor customer interactions to maintain high service standards and address any lapses promptly. Lastly, it would be to implement a feedback system for customers to report their experiences and suggest improvements.

Addressing these issues can enhance the overall customer experience and uphold the reputation of Lavender Bakery Shop.

With utmost...

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