Please note that I called on a Tuesday night at 10:30 PM.
I dialed helpline number (66000666 - very easy to remember - +1 point). After a couple of rings, instead of an actual human voice, an IVR responded that if I wanted to place order I should press 1 and if I wanted to talk to customer service I should press 2. I will give this -5 points. If this is a delivery number, I should not be interrupted before placing my order. I should not be pressing any stupid keys or "talk" to IVRs.
Anyways, I press 1 and after about 4 rings an operator picks up and this is how conversation flowed ...
Operator: Hi, are you calling in for the first time? (No greetings, Thank Yous etc) (-1)
Me: Yes I am calling in for the first time.
Operator: May I have your mobile number please? (Yes he used "please" this time)
Me: It is 99*** ***37. (I had to repeat this 3 times) (-1)
Operator: Oh, I see that you are calling in for the firs time (Wow !) (-1)
Me: Yes, I told you that I am calling in for the first time.
Operator: Are you registered with us under any other number?
Me: Huh? I never registered anywhere.
Operator: I mean did you call us earlier from any other number. (-5)
Me: I AM CALLING IN FOR THE FIRST TIME (I got rude)
Operator: I will put you on hold. (He did not ask for my permission) (-1)
I was on hold for about a minute. Another operator picked up
Operator 2: Hi, Thanks for calling McD. Can I know your mobile number? (Yes, he said Thanks)
Me: I have given it already but it is 99*** ***37.
Operator 2: Are you calling for the first time? (-2)
Me: Yes I am.
Operator 2: Please hold on. (Again I wasn't asked if they can put me on hold) (-2)
And the call dropped. I was disconnected. Had it been my company, I would have called back the customer after a call drop.
I was hungry and I wanted to have McD food. And I tried calling again.
The IVR picked up after two rings. I was promptly asked to press 1 or 2 and again after 4 rings an operator picked up.
Operator 3: Hi, Is this your first call to McD?
Me: Yes, I am calling in for the first time. My number is 99*** ***37. Can I place my order please?
Operator 3: Sir, which is the nearest McD to your house?
Me: The one in Bandra.
Operator 3: Do you mean the one in Khar?
Me: Yes the one in Khar.
Operator 3: Sir, please hold (again, no request) (-5)
Surprisingly, the operator forgot to press the HOLD button on his console and I could listen to the conversation in the background.
Operator 3: Oye tereko Santacruz malooom hai? (Do you know Santacruz well?)
Another Guy: Haan, haan maloom hai. (Yes yes, I know)
Operator 3: Delivery karega? (Would you deliver?)
Another Guy: Dekh ley (I dunno...)
I could not believe what I heard. (-20 points for this one)
Operator 3: Thank you for holding sir. The delivery would take an hour to reach. (No sorry, no regrets, just plain facts)
Me: One hour? But the outlet is 10 mins walk from my place.
Operator 3: Sir, there are lots of orders pending for delivery.
Me: Ok, should I walk down to the McD and have my food?
Operator 3: But sir the outlet would be closed in another 5 minutes. (He was being helpful and he asked me not to go to a McD !)
Me: So should I order from somewhere else?
Operator 3: Yes sir.
Me: Ok, Thanks.
And I disconnected.
After calling them twice, I could not place my order and I was actually redirected towards another food outlet. It's about time McD got the training correct for the staff. They should take a cue from Domino's Pizza. Apart from fast processing, understanding agents, ordering is actually fun at Domino's.
Also if on a Tuesday night all their delivery men are occupied, they should ramp up. A customer knocking on doors and going away without paying is a sin for any organization.