Pour coffee at each other?! Lucky store clerk has a dispute with customer

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Recently, a Weibo post that "ran into a customer and a shop assistant spilling coffee at the gate of Lucky" attracted the attention of many netizens.

The blogger said that when he passed Ruixing Huanglong Vanke Store in Hangzhou, he found that the staff of the store had an argument with a customer. After listening in for a moment, I learned, "it seems that the customer is not satisfied that the clerk made a mistake in the first cup and asked the clerk to apologize." the clerk said that we had done nothing wrong and would not apologize, but we still made a second cup for the customer, and the two sides still got into an argument. The customer spilled the coffee.

According to the photos posted by this netizen, there was a cup of coffee thrown on the ground and spilled marks in front of the shop involved. In addition to the parties and bystanders, there were also nearby police officers at the scene. In addition, the blogger said that he saw coffee stains all over the customer's body and skirt who quarreled with the clerk, and speculated that he might have been hit back by the clerk and spilled coffee after the customer spilled the coffee.

Although the Weibo post was a random record of a passer-by and there was no video of the incident, it still aroused discussion among onlookers about the matter.

Some people talk about it on a case-by-case basis, thinking that even if there is a reason, neither party should vent their dissatisfaction by spilling coffee at others. Some people also believe that the source of the dispute is the customer's "messing around". Because of personal dissatisfaction, the clerk is asked to remake the drink and ask for an apology, and the persevering attitude will intensify the contradiction, leading to the drastic act of spilling coffee.

However, in the eyes of lucky employees, the dispute mentioned by Weibo is actually something that may happen in their daily work.

They said that, in fact, Ruixing, unlike some chain brands, does not have a mandatory rule that "dissatisfaction can be redone". According to Ruixing's staff training content, only when the product has quality problems, quality problems, category problems, the staff will reproduce at the request of customers. But in fact, lucky employees often encounter customers who ask to redo because the temperature of the drink, the amount of ice and the sweetness of the drink are not in line with their personal taste.

In this case, the shop assistant can explicitly refuse in accordance with the rules and regulations. If a reasonable customer listens to the clerk's explanation, he will no longer ask for it. But if you meet people who don't listen, you need to bear the anger of the guests when you hit the workers. A lucky clerk in the comment area said that after receiving the latte, a customer in the store thought the clerk had given him a glass of pure milk and spilled the drink into the bar after a disagreement.

This situation may seem to the outside world to be unreasonable, and there is nothing wrong with the clerk following the store rules. However, Ruixing workers said that although they had done nothing wrong, they might receive bad reviews and complaints as a result.

Employees revealed that Lucky attaches great importance to user feedback, and once the store receives bad reviews, they need to write a short composition for analysis, and if the circumstances are serious, they will deduct the performance of beating workers as a sign of punishment. Moreover, if they quarrel with their customers in the course of communication, or if they confront users such as spilling coffee, it will not only adversely affect the store, but also lose their job.

For this reason, when most lucky employees are faced with unreasonable demands put forward by some people, in order to reduce store bad reviews and complaints, they can only "fight back, scold and not talk back" and try their best to meet each other's needs.

As of press time, Gongfu Finance and other media reported that a reporter contacted Ruixing officials about "coffee spilling between shop assistants and customers." The customer service responded that it had not received the relevant notification for the time being, saying that the specific information was based on the official information of Luckin Coffee.

Picture from: Internet

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