This article is authorized to be reprinted from the official account Tokyo New Youth, ID: tokyomen
Manner coffee, a well-known coffee chain organization, has been frequently searched recently. In just a few days, three stores in a row broke out in clashes between store staff and customers.
Although Manner officially apologized, after the fermentation of public opinion, this incident has long been not just a personal conflict, but also involves issues such as "don't be embarrassed to beat workers", "customer harassment", "long working hours, high intensity, and low wages of service personnel".
Japanese media also reported on this.
It all started on June 17. At around 8 o'clock in the morning, there was only one male clerk busy in the Manner Coffee Shanghai Pudong Meihua Road store. And a female customer in front of the counter had a bad face, mainly because she thought that the waiting time for the meal was too long.
The male clerk explained that the order was placed in order, and when the order was placed, he had been told that there were 4 cups in front of him, and it would take seven or eight minutes, and now it was just 10 minutes, and it was hers immediately, and apologized and said "sorry" or something.
The customer was dissatisfied, saying that he was going to catch a flight, and said that it would take seven or eight minutes, but it was overtime. The clerk may be afraid of delaying the plane, so he asked her: "Beauty, are you going to refund the order now?" ”
The customer was angry and thought he didn't do it for himself. The clerk hurriedly explained, and did it immediately, all in order, and asked her to wait a moment.
Customers began to ask the clerk's name and took out their mobile phones to take pictures. The clerk has been apologizing, I'm sorry, it affected your experience, and said to return it to her. But the customer kept asking for his name and took pictures of his face.
The clerk also got angry, took the phone and stopped the shooting, and then returned it to the customer, saying that he had the right to a citizen's portrait. The customer bluntly said that he wanted to complain, and the two quarreled, and the scolding was very ugly.
Then, the clerk rushed out of the counter. The two fought, fists and kicks at each other, and the clerk slapped the customer. Later, the two were dissuaded by the public, and both sides called the police.
About 2 hours after this incident, another dispute broke out in the store of Manner Coffee on Weihai Road in Shanghai.
There are two female clerks in this shop. A female customer wanted to make her own in advance because she had 5 minutes to go to work. The clerk explained that he would have to wait a while and asked if he wanted to refund the order. The customer felt that her service attitude was poor, and the two sides had a quarrel.
Later, a clerk became emotional, and when he heard the customer say that he wanted to complain, he suddenly splashed the coffee powder on the customer and shouted: "You complain!" ”
In a well-known chain coffee shop, two disputes between employees and customers occurred on the same day, which quickly sparked heated discussions on the Internet. Soon, some netizens posted a video, saying that a similar incident also happened in Manner Coffee's Shanghai Haimeng store last month.
There are 2 clerks in this store, and there are several customers waiting at the counter, and there are also people waiting in the seats. A male customer also had a conflict with the clerk over the length of the waiting time.
Later, the male customer burst into the counter and beat the clerk. Both parties then called the police.
So far, the results of the above things are:
The male clerk of the Meihua Road store apologized to the customer, and the two have reached a settlement; The female clerk at the Weihai Road store was fired; And the clerk who was beaten on Haimeng's side still doesn't know if he has received an apology and compensation......
Japanese media also reported the basic situation of Manner Coffee's store operation: the store decides the number of clerks according to its performance, and if the sales are less than 5,000 yuan a day, only 1 clerk is allocated.
This means that the clerk needs to complete the order, sales, utensils cleaning and other work by himself. In such a super fast work rhythm, the clerk should also pay attention to the service attitude and not be complained by customers.
The attitude of the Japanese media is obvious, and the clerk is not easy. A person works really hard, the salary is low, and from time to time he has to face urging customers. This situation is really sad for young people.
There is a saying that "the customer is God", but you can't be arrogant just because you pay for it. The clerk is also an ordinary person, and it is impossible to meet everyone's needs at the same time, so there are some waiting rules and basic etiquette to abide by when entering the store.
In recent years, a popular term in Japan is "customer harassment" (カスハラ), which refers to a situation in which the service industry encounters unreasonable claims and excessive demands, which causes a lot of trouble.
In the face of more and more "customer harassment", Japanese netizens also have their own opinions:
Just as the language used varies from country to country, I've always thought it's okay to respond to those who use vulgar language in the same crude way, trying to match the language of the customer
I've also had the experience of being harassed by customers, which happens a few times a year, and I'm really angry
I hope that the guest who will be "customer harassment" will realize that he is the offender because he has disturbed the order, and I hope that he will not say a word
HiClub posted a questionnaire on the Internet, and 399 people aged 20~39 participated in the survey, and the results showed that 27.9% of people were harassed by customers in the last year. In other words, 1 in 4 people have experienced customer harassment.
Among the industries that experienced customer harassment, the most came from the service industry, accounting for 52.9%. This is followed by wholesale and retail trade, medical care, nursing, and welfare industries.
Some of them have been harassed by customers many times, the highest being more than 11 times!
45.8% of the specific content of customer harassment was "unreasonable complaints" and 25.5% was "foul language and swearing".
When asked what they would do to deal with customer harassment, 75.8% said "no." This is also the reaction of the majority.
The Japanese media has reported on the issue of "customer harassment" many times, and the experience of some of the store staff is really sympathetic. A clerk made a small mistake, an angry customer asked him to kneel, and the leader scolded him, and he felt very frightened.
A clerk working in a beef rice bowl chain was yelled at by a customer late at night because the meal was served late.
There are so many similar things that many clerks have been asked, "What the hell is going on in this store?" "There are people who make unreasonable claims, and there are people who make particularly excessive demands.
According to sociologists, there are three types of people who deliberately harass store workers: the first type is the "theoretical type that points out what they think is bad and asks for corrections", the first type is the "pressure type to vent anger on the disadvantaged groups", and the first type is the "stalker type who has a favorable impression of the store employee while enjoying the service".
Either way, it will make the clerk who is the waiter feel uncomfortable.
In order to prevent customer harassment, some companies are also looking for ways, such as some in Miyagi Prefecture, to change the name tag of the clerk to the name. Obviously, though, this won't be very useful.
Another company has made a similar rule: "Don't deal with customer harassment alone, you must deal with two people at the same time." If the customer has excessive demands or shouts loudly, the police should be called as soon as possible and the police will be involved in the handling. ”
Not long ago, in order to deal with the frequent customer harassment in customer service centers, SoftBank also used AI to develop a technology: using AI's voice synthesis technology, it has developed a technology that can remove anger from calls. Once used, the angry voice of the customer becomes relatively calm.
According to reports, SoftBank may officially introduce the technology in its call center next year.
Sociologists believe that the long-term culture of many enterprises is "customer first", but the customer should not be God, and the enterprise should realize that employees and customers are equivalent to the exchange of reciprocal relationship.
The Manner coffee incident has also sparked heated discussions in the society in China. A very real problem is that it is necessary to provide high-quality services and a comfortable working environment with high salaries.
The service quality of Xuchang Fat Donglai Supermarket is very high. At the root of this, employees have adequate social security in order to continue to provide better services in a comfortable environment and with emotional stability.
※ The views expressed in this article are those of the author and do not necessarily reflect the views of Nippon Street.
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