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前兩天利用假日到彰化王功吃鮮蚵料理,王功街上的小吃餐廳一家接著一家,每家都看起來可口且老牌,正當猶豫要吃要選擇哪家享用料理時,眼前看到一家招牌寫著老店洪維身炸蚵,還提到國宴料理,印象中好似看電視介紹過,好吧,既然有國宴的驗證,又有知名度,應該不差,索性試試.

到了店中坐下,看著菜單點了兩個炸蚵嗲,一份蚵炒麵,一盤蚵仔煎,在一碗鮮蚵薑絲鹹菜湯,心想只有兩人,應該夠吃了吧.小吃的料理貴在每位及快速,不一會,料理已上齊,先夾一口祝明炸蚵嗲,外面麵衣夾破瞬間,硬如眼簾的是粒粒肥美鮮蚵,入口搭配店家的甜辣醬,香鮮並入口中,有種滿足的滋味.蚵仔煎的比例也拿捏得很不錯,不會都是粉皮而不見蚵,再來嚐口湯,嗯,鹹鮮又清甜的好味,只有上好食材才能烹成.接著就該嚐嚐蚵仔炒麵了,夾了一小碗,又吃了幾口,還不錯,但就是覺得哪裡不對,再仔細瞧瞧,好像沒看到有蚵仔在碗內,運氣差但也不可能背到離譜,真的沒有夾到蚵仔,不信此事會發生,再看看盤內好像真的沒有鮮蚵,真的不信,伸筷翻挑盤中炒麵,真的沒蚵仔,一顆都沒有,這時怒火漸漸上升,難道這就是名店的經營之道…

要店內服務生來問清楚,他先是解釋可能是多份一起炒,配料分配不均,這盤運氣特別差,沒分到蚵仔,願意補炒一份,這解釋不滿意但彌補的部分可以接受.不久,有蚵仔的炒麵補送來了,服務生再次解釋,原來是錯送別桌點的清炒麵,過幾分鐘,同一位服務生送上一盤炸蝦,說是招待以代表店家歉意,這時我以火氣全無,並對店家改觀.

用餐過後,我到前面埋單,此時店家再次致歉,並送上數隻冰棒讓我們享用,這時我開始佩服了,這餐不過290塊,況且我們這些遊客不知何時才再回王功,可是店家卻盡力彌補過失,並完全展現誠意,這表示它們是用’心’在經營,而且再呼聲譽.我真的被他們打動了,從不爽到稱讚他們,我徹底服氣,我想下次我來王功,我還是會來這家店,並介紹給朋友. 

記得我在讀MBA的時候,Service Marketing的教授曾說過,顧客的滿意度全來自Expectation(期望值),每個顧客心中都會有一個標準,如果店家提供的服務超過期望,那滿意度自然高,當然期望值會與價格成正比. 

一個小吃店可以提供如此態度,遠超過我的期望(我的期望原本只是換一盤麵給我),那其他大公司呢? 答案是不盡然.說說我幾個月前搭機發聲的鳥事吧,4月份我搭國泰商務艙去馬來西亞,大家知道,搭商務艙除了坐位較舒適,餐點服務也是一大賣點,回程時我從起飛一直等到降落都沒等到餐飲服務,叫座艙經理前來詢問,才發現他們居然”忘記”送我的餐,是的,你沒看錯,是忘記!並且飛機已經離降落剩40分鐘,所以無法供餐給我.

這事讓我產生極度不滿,一個連年服務獲得國際極高評價的航空公司,居然發生這等鳥事,還是在以服務著稱的商務艙,完全不可思議.回來後,越想越氣不過,寫封電郵向國泰會員中心投訴,信件一寄出好像石沉大海,左等右等,等到我都快放棄時,居然回信了,此時距我發信已整整一個月,沒錯是30天,效率如此,真是另一個不可思議,讓人感覺完全不受重視,更氣人的是,這郵件根本是官方回答,一點都安撫不了一個等了30天的不爽乘客,原信附加如下,各位可以看看.唉~如此回復,沒有誠意,以後只是少搭來表達不滿囉~

Customer-Relations crd#mbr@cathaypacific.com 寄給 我

顯示詳細資料 5月23日

Dear Mr Xxx

It has been brought to the attention of Customer Relations that you have

expressed dissatisfaction due to the meal service on board your recent

flight on CX 420 on the 23 April 2011 from Hong Kong to Taipei.

We appreciate your contacting us and giving us the opportunity to

research this matter as it is certainly disappointing to learn that our

Cabin Crew did not provide a level of service that is up to our usual

standard on this occasion. Please accept our most sincere apologies for

any negative impressions caused on this occasion.  As all our Cabin Crew

are expected to provide excellent service at all times, we are

disappointed to learn that we failed to meet our usual standard on this

occasion.

Mr Xxx, we thank you for your comments as it is the feedback from

frequent travellers, like yourself, that allow us to identify ways where

we can improve our products and services for our passengers.  As such,

please rest assured your comments have been forwarded to our Inflight

Service Department for their appropriate follow-up.

We are grateful for your continued support and hope your next experience

will be much more satisfying in every respect.

Kind regards

Albert Kwan

Customer Relations