據央廣網消息,日前,江蘇南通交通廣播《有理走天下》節目報道“麥當勞用侮辱性文字謾罵顧客”一事,引發社會廣泛關注和熱議。4月26日,記者聯係麥當勞方麵後,對方回應,已與顧客表達歉意並達成諒解。
▲麥當勞南通市崇川區和平橋店(圖源央廣網)
據此前報道,4月24日,李先生來到麥當勞南通市崇川區和平橋店,點了一份價值29元的板燒雞腿堡套餐,套餐中有一杯冰可樂。李先生拿到套餐準備食用時,可樂飲料從杯蓋與杯沿間流出弄髒衣服。
李先生注意到,是杯沿變形所致,便聯係服務員。服務員問李先生希望如何解決?李先生希望免單,對方答應。下午,李先生看到麥當勞的退款到賬通知中,退款原因一欄竟寫著:顧客是傻x。
▲麥當勞退款到賬通知(截圖來自南通廣播電視台官方微信賬號)
李先生隨即撥打麥當勞中國服務熱線投訴,對方表示2至3個工作日答複。當天下午,李先生接到麥當勞和平橋店店長電話,對方表示歉意,表示李先生下次到店,會補償一份小食。
李先生很生氣,並表示不能理解:一家世界知名餐飲公司內部工作流程如此隨意,竟然用侮辱性語言謾罵顧客,回複處理問題如此輕描淡寫。
4月26日,李先生表示,麥當勞蘇州和南通區域負責人何女士趕到南通,代表麥當勞官方正式向李先生誠懇道歉。
對此,麥當勞方麵給央廣網的回應是:涉事員工相關行為違反了麥當勞的管理製度和價值觀,公司已與顧客表達歉意並達成諒解。同時,已對相關員工進行了教育與處理,後續也將繼續加強培訓與管理。感謝顧客與媒體的反饋與監督。
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