KFC — Restaurant in Dunn

Detailed Observations:

Product Availability and Replenishment:

Upon arrival, only crispy chicken was available on the buffet bar, despite the advertised offering of both crispy and grilled chicken. Employees, including cash register attendant 'Gabrielle' and a person falsely claiming to be the manager, demonstrated a lack of product knowledge and refused to acknowledge the absence of grilled chicken. The store failed to implement a contingency plan to replenish the buffet, indicating a lack of preparedness for peak demand. The explanation provided by the actual shift manager, Jordan, that "someone had ordered" the remaining grilled chicken, while plausible, underscores the absence of a system to ensure continuous buffet availability. The lack of proactive communication to customers about limited product availability prior to purchase is a major failure.

Employee Training and Communication:

Multiple employees, including those in supervisory roles, exhibited a lack of product knowledge and customer service skills. The initial employee encountered, Gabrielle, the cash register attendant, displayed a dismissive attitude and refused to acknowledge the customer's concerns. The employee who falsely claimed to be the manager demonstrated a complete disregard for customer service and refused to provide her name. The "miscommunication" cited by the shift manager highlights a systemic failure in internal communication and training.

Management and Supervision:

The initial misrepresentation of management authority by an employee indicates a lack of clear supervision and accountability. The shift manager, Jordan, while ultimately accommodating, admitted to a "miscommunication," suggesting a broader issue with operational procedures. The fact that the shift manager was having to also work the register, during a busy time, indicates a severe lack of staffing.

Customer Experience:

The lack of available product and the employees' dismissive behavior created a stressful and unsatisfactory customer experience. The 20-minute wait for grilled chicken, while eventually provided, was not an acceptable solution given the initial misrepresentation and lack of proactive communication. The fact that the customer had to ask for the managers name, highlights a severe lack of professional behavior.  It should be added that most reputable service oriented establishments' standards include the requirement for name tags to be worn on employee uniforms.  There were NO employees noted to be wearing tags representing position or name.

Recommendations:

Immediate Staff Training: Implement comprehensive training programs focusing on product knowledge, customer service, and conflict resolution.

Operational Procedure Review:

Develop and enforce clear procedures for buffet management, including replenishment protocols and customer communication. Management Accountability: Reinforce clear lines of authority and accountability for all employees, particularly those in supervisory roles. Staffing Review: Review staffing levels to ensure adequate coverage during peak hours. Customer Service Standards: Reiterate and enforce customer service standards to ensure consistent and positive customer...

If I could leave no stars I would. I went through the drive thru. A manager was the one that took my order, took my money, and then asked me to park in a parking space across from the drive thru window, because they were cooking the chicken. I had only ordered two famous bowls and an individual side of cole slaw. I waited in my vehicle for twenty minutes before they sent a young man to my vehicle. He told me that they sent him out there to see what I was waiting on. I told him. He then yells " Two famous bowls" at the employees that were at the drive thru window. I waited another 10 minutes before going in to the restaurant. I then waited another 10 minutes in a line. It was absolute chaos in the restaurant. Then the lady that had taken my order comes by me to get a drink. I then tell her that she took my order, had me sitting in my vehicle for twenty minutes, before sending someone to ask me what I was waiting on, then another ten minutes go by before I came in, and I wanted a refund. She then goes in the back says "need a refund" and that was it. She did not come back. It was another employee that asked me what I was waiting on, and then he said something to a manager. Who then had a another manager(not the one that created this mess) give me a refund. From what I seen there were three ladies in black and white checkered shirts, one of them being the one that created this mess. I am assuming that they are management or at least shift leads. If you have at least three managers/shift leads and several other employees, it should have not been that chaotic. I would say it calls for a change in management. Especially, the young lady that created the mess, I dealt with tonight. She doesn't even clean up her own messes; she has others...

Worst KFC visit ever. I ordered a Nashville Hot Tenders and they said they didn't have it. This was advertised on the outside poster saying it was back. I referred them to the posted and all of sudden they had it again, hmmm? After ordering four buffets in addition to the tenders, I had to ask them twice to make my Nashville Hot tenders then they decided to make it because I sat there watching them. When I got my tenders they weren't so tender so I ask the girl who took my order if she had a knife. She said "I'll have to ask". I said "Ok". She decided to take the next the person's order. I stood there in front of her waiting for her to ask someone for a knife. She smiled and walked away. Then as I stood there waiting for somebody to help me, somebody else finally asked me what I wanted. I asked for a knife. They said they don't have them in the store. Why don't KFC have knives? The Buffet, wasn't stocked with wings, when asked for the wings, they said they wouldn't stock any until the other chicken was gone first. When you pay for a Buffet, you would expect to get what you want when it offered on the Buffet line. This visit was extremely disappointing. The staff was not friendly and not aware of what they sell. The food wasn't good. The service wasn't...