Little incident at the McDonald City Mall
Posted by Khaled on December 26, 2009
I took my kids along with my brother and his son to City mall to play at the kids playground thingy. Well after a couple of hours of torture we went to the food court to have a bite. Of course the kid’s favorite is McDonald. So I went to buy them happy meals, and here is how things went:
Me: I want this and that and that and this.
Cashier girl: Your total is 10.950 JD
* So I took my money out and I had two 20JDs and four 1Jd, so I handed her 21JD*
*She took the money and did not give me my 10JD back*
Me: I gave you 21JD
Cashier girl: No, you gave me 11JD.
Me: Could you check the cashier Machine and make sure.
*She does and show me 11JD*
Me: OK, looks like one of us could be mistaken here, could I speak with the Manager?
Manager: Yes may I help you.
Me: We have a situation here, my total was 10.950 and I gave her 21JD while she says I gave her 11JD. Either ways one of us has made a mistake, could be me could be here….
Cashier girl: LA WALLAH, HE GAVE ME 11JD.
Me: Ma’am, I’m not saying you have done anything wrong, I’m just saying one of us has done an accidental error.
Manager: Please get back to your cashier.
Me: So, could you check after you close your tonight and see if you have any cash over and if you do have 10JD to give me a call.
Manager: By all means, will do and not to worry thank you for coming.
*Handed him my business card*
Went back to my table to enjoy my meal with my kids and in my mind I was thinking, GOOD FAT LUCK! but felt good about the procedure I followed to report my problem and I think I have done a good job staying calm.
Then my phone rings only 15 minutes later and it was the Manager on the other line asking me to go back and talk to him.
He has done quick money count at that cashier machine and found out an extra 10JD and check with the security camera as well.
I’m so proud of the way this young manager handled this situation. And I want to applaud him for such professionalism & caliber.
Do I sense hope for Customer Service in Jordan? or is it only available in internationally franchised establishment?
I’m contacting Armoush group to send recommendations to the young manager Mr. Mohamad Salim Alhadoub at McDonald City Mall.
40 Some 
omar abu o said
Good stuff! Glad that customer service is not forgotten altogether, I work in customer service and trust me, it is a hassle!
Jano said
thats very cool.. n i think its not the better CS in Jordan or the franchise thing.. its luck maybe..
they should stop taking extra money for the mayonnaise 😦 i consume a lot! :p
Alaa said
this incident has nothing to do with customer service, and it has nothing to do with the future of customer service, its all about a good manager who is worry about other people, 7alal o 7aram stuff, but for sure u did a great job handling this situation and he made some instant action too, hope everybody can handle such issues this way 🙂
Moey said
I’m glad it went this way, CS does nor exist in the middle east
Sari Al-Hiari said
I agree completely and would make a point of eat at that McDonalds. Very rare encounter at both ends. I want to do business with you too.
Wow. I have goosebumps and am experienced a strange sense of elations and happiness. Didn’t realize its been so long since I experienced (though vicariously) good customer service.
almondjoycie said
That is just great! I used to work at Kinko’s in the states, and believe me, this is the biggest theft of all, theft by employees. As an assistant manager, I had to review the tapes repeatedly, in slow motion, and make the call on whether there was money being pocketed by employees. It was wonderful that you both acted on it on the spot or nothing would have come of it.
jaraad said
Actually, I would like to applaud you first since you really handled the situation in a very civilized manner. Not to undermine this young manager his honesty and professionalism and not to take blame off our Jordanian customer service protocol, we as customers need to learn how to ask. This incident was the best example of how to ask for your service. Do you think you would have got your money back if you made a scene and shouted to the cashier girl or to the manager? Thanks for sharing this story. Way to go Jordanian customer service!
40Some said
Thank you all for your comments, I’m so happy with the way things went.
I guess it goes both ways. You have to be civil and positive about things if you are looking for the same.
Peace,
Khaled
KJ said
A7san from my experience at BK. I told the manager the sandwich is NOT fresh and it is COLD and he insisted that it is fresh!
Ali said
This is very nice, You did the right thing, And i salute the manager as well.
But people like him are really few these days 🙂
Raed Zaghal said
Dear Khaled ,
This is Raed Zaghal the Asst.GM for McDonald’s Jordan , I would like to thank you so much for choosing eat at McDonald’s , and for your positive approach regard this issue , we as McDonald’s Jordan are supporting out employees with allot of classes those related to customer service and how to deal with customers .
Please feel free to contact me in case you have any positive or negative points regard McDonald’s Jordan.
Best Regards,
Raed Zaghal
Asst.GM
McDonald’s Jordan .
Mobile 0777 51 20 10 .
Jano said
very cool of McDonald’s Jordan! and Mr. Raed Zaghal.
Ahmad Kamal said
Hey
I want to say that the same thing happened to one of my friends and they check the cameras and they gave him his money back
Mc is a really good restaurant
They are the only restaurant when u make delivery when u receive your order they ask you to check for the order
Thanks 🙂
Bardees said
Hey Khaled,
it’s the first time that I’ve checked your blog ,and I like it already 🙂
it’s great this ended up to be a good customer service experience, it was handled professionally by both of you 🙂
40Some said
KJ: LOL, Switch to McDeez.
Ali: Yes we need to empower our managers and offer them incentives.
Mr. Raed: Thank you for your comment. I want to salute you on Mr.Mohamad Salim Alhadoub at McDonald City Mall. He has done a great job and you should be happy those CS trainings are worth every penny 🙂
Jano: Thank you for being the way you are 🙂
Ahmad: Thank you for visiting bro, love to see Tweeps reading one of my abandoned Blog.
Bardees: Thank you for reading. I also have other Blogs, but not as active as I used to be.
Ayman said
wow thats pretty smooth, honesty and specially in such situations and in jordan..ya3ny I gotta give him a big credit..now that he did that u shouldn’t be going to BK..lol ..j.k
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Zeinab said
I don’t know khaled; was that on planet Jordan?:) You are just plain lucky cause you were dealing with a chain restaurant; imagine the situation at a Shawerma place or even worse a falafel place 🙂
I am sorry 40sth, you can’t convert me into believing there is something called ” Cutomer” in this premise; what is there, a simple buyer and seller, as simple as that.
Cheers!