Question

describe an unsatisfactory encounteru have experienced with a food delivery service provider. what are the key drivers of your dissatisfsction with this encounter? what could the service provider have done to improve the service? min. 500words

Answer 1

Around a few months back, I had order pizza from a well-known restaurant. The delivery's ETA was after half an hour. While my family patiently waited for the pizza, there was no one to deliver it even after an hour. Since we had already ordered and paid for the pizza online, I couldn't cancel the order without getting into a lot of processes to get my money back.

Ultimately, I had to make many calls to the customer service of the restaurant but they were the most unhelpful. The pizza guy ultimately delivered the pizza after a good 180 minutes of placing my order. Since we were hungry and it was already way past our dinner time, I refrained from saying anything to the delivery boy for his late delivery.

However, I complained to the customer care the next day. As a token of apology, they offered me a free medium-sized pizza along with my next order. Although the restaurant was apologetic about the delivery, I think it could have handled the situation around the delivery a bit better. The restaurant was located near to my house and the time taken for the delivery was too long. If they were busy and couldn't accommodate my order, they should have been upfront about it instead of giving me an ETA of half an hour.

Customer service is all about these tiny details which go into serving the customer. Its just not about the quality and the taste of the good but also about being convenient and considerate to the consumers. Such small gestures go a long way in attracting and retaining consuemrs.