Have It Your Way - Part 2

So a follow up to my earlier post about my complaint to Burger king....

After a quite some time, I finally got a response. I appreciate the response as it was honest, and outlined that I in fact should have been able to order my Onion Rings, there was at the heart of the complaint a 'training issue.'

Dear XXXX,

I have received a note from our offices that you had a poor experience in one of my Burger King outlets within the Birmingham International Airport. Thank you for your comments as it is only through customer feedback that we are able to improve our service to our customers.

Firstly I would like to apologise for any inconvenience you have encountered on behalf of the management and staff.

I have investigated your comments in detail with the management team in the unit as to why you could not have it “your way” the main reason for this was a lack of training and communication given to the team. You are absolutely right, all Burger King Meal deals can be served with either fries or onion rings as well as having any burger to your specification.

I have communicated with my staff and have spoken to them in depth regarding the importance of customer service and the impact of negative customer perception. I have arranged refresher training in customer service and the Burger King brand as no one in the unit should start work until they have gone through this training. I am very concerned with the poor experience you received, as this is a non-negotiable area of our business.

My staff members are in no doubt of the importance of these areas.

I greatly value feedback from our customers about their experiences at our restaurants and can assure you that your comments are taken seriously. I would like to send you some vouchers for the inconvenience you encountered, if you would send me an address where I can send them. I hope that your next visit will give us another opportunity to provide you with an enjoyable dining experience.

Thank you for taking the time to send us your comments and I welcome feedback from your next visit to our site. If you would like to discuss any of the matters further please do not hesitate to contact me.

Yours sincerely.
xxx xxxxx

I did reply to the note, thanking the sender for their feedback, and also saying that I did not need any vouchers. My intention was not to get freebies, but rather improve the situation for the next guy, so he could "Have it his way"

Nice job BK, I thought you handled this well.