ZUS Coffee - Binjai 8 Premium SOHO — Restaurant in Kuala Lumpur

Recently, customer service is horrible. I'm not sure if it's a change of staff/new staff/unhappy overworked staff. I'm not expecting Starbucks level i.e. greet customers happily or chat and enquire customer's order or whatnot. But it's very unwelcoming when I'm in front of the cashier, and been waiting there for a while with the cashier in front of me and not saying anything. The least (and I'm pretty sure any basic training covers this) the staff can do is tell the customer "Morning, please wait a while the system is lagging" or something like that instead of being silent. Because I was confused and thought she was waiting for me and I need to say my order first, I spoke my order and I can see the staff getting a bit tense and restless and telling me that the system is slow/lagging or whatever. I felt unwelcomed and honestly, a bit offended as well.

Second, if it's going to take a while (and a pretty long while at that), it's cool and all but do give a heads up. Most of your customers do understand, but it's a bit hard if we also don't know and we've been waiting at the small cramped area (Binjai 8) for over 10 mins.

Some solutions: Send the staff for training again A more experienced supervisor to manage/supervise Top management can make an unannounced/impromptu visit just to see how staff is performing Periodic check-ins with staff there to see how they are coping - for example too much work and not enough manpower at a time especially juggling between deliveries & walk in orders during morning rush hour

I hope this complaint and following suggestions can help out. It wasn't like this when I initially became the customer, so it'll be sad if it continues to deteriorate. Have...

Cashier named Luqman (based on his nametag) is very rude. When I place the order, I asked him to ensure warm latte for me since everytime i ordered warm latte they always make it hot even though it is stated as remarks, which is disappointing. What is the point of putting it on remarks if they ignore it? Luqman was so rude and defensive, said it is not his fault that the latte that I ordered all this while were not warm. He argued with me and raised his voice, making faces which i find it unnecessary and rude. All i asked is to remind his colleague who is preparing my latte to make it warm, not hot. Not sure if Luqman is permanent or part time staff but I am mad. His supervisor should at least teach him how to talk to customers. I will never buy coffee here again although I am staying at the same building. I know this sounds petty and I also know that the hot latte will eventually become warm after few minutes but… I’m just not a happy customer today… sorry luqman.. i hope you will improve and dont talk like that to...

Experiencing horror service by staffs on duty (about 3pm( 12/2/2022) …dine in…staff not friendly &not welcoming customers . Table so dirty and not proper clean up (watery) even sanitise. Cashier was not at his place on that time. Had ask information about table for sitting outside one lady staff (after call her for 3rd times then only she answering), Not proper answer & the information also was not correct. Finally ,cashier didn’t provide us the receipt of sale . ZUS MANAGEMENT please look very serious into this scenario before hiring workers. I need to highlight at this platform due to customer’s service ctc number was not function @“cannot be reach “ all the times(upon making calls). First &last will enter at your BINJAI’ 88 outlet.😔. Your next action is highly...