Nero Coffee Bouncer Complaint. - Page 7 - SV650.org

25-09-12, 09:05 AM

Quote:

Originally Posted by Stenno

It is a regional thread, not idle banter. I'm merely stating that half the forum has descended on the thread which might be an attributing factor for the OP not responding.

Then that is an astute observation for which one must be praised

If the OP gets a reply then hopefully he'll let us know, if he feels that he shouldn't have sent it then perhaps that is why he is quiet. Or perhaps the initial anger over the situation has subsided and now he wishes he'd never mentioned it

25-09-12, 09:05 AM

Ha i hadnt even seen the previous post .

Oops

Mark_h · 25-09-12, 09:10 AM

Quote:

Originally Posted by missyburd

Then that is an astute observation for which one must be praised

If the OP gets a reply then hopefully he'll let us know, if he feels that he shouldn't have sent it then perhaps that is why he is quiet. Or perhaps the initial anger over the situation has subsided and now he wishes he'd never mentioned it

Or maybe he's been chained to a cinstern in a Nero bog and being used as the bouncer's chew-toy?

Messie · 25-09-12, 09:39 AM

personally I'd be happy if I never had to go in Nero's dodgy loos again!

NTECUK · 25-09-12, 11:00 AM

Quote:

Originally Posted by missyburd

Aye, and clearly there's nothing for us here

Crap, I've posted again, sorry!

I have in said Bog on a friday too

NTECUK · 25-09-12, 11:02 AM

Quote:

Originally Posted by Mark_h

As for posting "out of area" maybe we need to start passport control in the GM region given the broad spectrum of nutters we seem to get posting in or friendly little southern Empire these days.

Or create a face book page

25-09-12, 12:07 PM

I Agree that I might of come across as a 'smart ****' but he's job is not to create a confrontation with every person that walks through the door. This wasn't the first time he has behaved like this so I wrote up my complaint. It was my intention to remove it from here once I received a response. I too have attended Conflict resolution courses and my actions were non confronting. walking away ect. Perhaps I should just of completely ignored him but that too would of antagonised the guy.
I dont always know when too keep my mouth shut tis a problem that has often gotten me in trouble.
Here is the response....

Hello Mr ....

Thank you for your email. I just wanted to touch base with you regarding your poor visit to our Frith St store. We take great pride in the quality of our customer service and in this instance, we have clearly failed to maintain this.

I will speak to the Area Manager of the store to raise your concerns and also to find out more about the security staff on duty on the day of your visit. She will be sure to address this with the company that supply security staff to us. There is absolutely no reason for the guard to approach you in this manner - I can only apologise for the manner in which he came across. My colleague will arrange a meeting with the security company and follow through in the appropriate manner. I cannot excuse this lack of service, and can only sincerely apologise.

I would like to send you some complimentary VIP drinks vouchers, they can be redeemed in any Caffè Nero, for you to use. As I say, this is not to excuse what has happened, but simply to ask that you give us another chance to restore your faith in us. I would appreciate it if you could forward your postal address.

Thank you for taking the time to write to us, as it is only with such feedback that we can improve.

I look forward to hearing from you

Kind regards

Justina

Justina Virdee
Head of Customer Services
Caffe Nero Group Ltd

25-09-12, 12:35 PM

as for what I said and even how it was said he clearly didn't handle the situation well and should never have openly and loudly threatened me regardless of what I said or how it was said. Had I of been drunk I might of hit him first and then I would of been arrested. He failed to control his anger and that was the jist of my complaint.

Mark_h · 25-09-12, 12:51 PM

Maybe you should use your voucher to buy the bouncer a coffee, say sorry for being a smart-ass and treat him with a little more respect in the future. If you are nice to him I'm sure he'll be a lot nicer to you.

25-09-12, 01:55 PM

The OP has a totally valid point and was right to complain.

Yes, it could have been handled differently but the security staff have to be put to test occasionally and this proves that this member of staff could not handle the situation correctly.

A member of security works for both parties, the customers AND the company premises. He failed to do this and therefore requires further training.

Good complaint and congratulations on your result.

25-09-12, 09:39 AM	#64
Messie The Teacer Mega Poster Join Date: Jun 2004 Location: colchester Posts: 2,739	Re: Nero Coffee Bouncer Complaint. personally I'd be happy if I never had to go in Nero's dodgy loos again! __________________ There's a fine line between a hobby and a mental illness

25-09-12, 12:07 PM	#67
macristo Guest Posts: n/a	Re: Nero Coffee Bouncer Complaint. I Agree that I might of come across as a 'smart ****' but he's job is not to create a confrontation with every person that walks through the door. This wasn't the first time he has behaved like this so I wrote up my complaint. It was my intention to remove it from here once I received a response. I too have attended Conflict resolution courses and my actions were non confronting. walking away ect. Perhaps I should just of completely ignored him but that too would of antagonised the guy. I dont always know when too keep my mouth shut tis a problem that has often gotten me in trouble. Here is the response.... Hello Mr .... Thank you for your email. I just wanted to touch base with you regarding your poor visit to our Frith St store. We take great pride in the quality of our customer service and in this instance, we have clearly failed to maintain this. I will speak to the Area Manager of the store to raise your concerns and also to find out more about the security staff on duty on the day of your visit. She will be sure to address this with the company that supply security staff to us. There is absolutely no reason for the guard to approach you in this manner - I can only apologise for the manner in which he came across. My colleague will arrange a meeting with the security company and follow through in the appropriate manner. I cannot excuse this lack of service, and can only sincerely apologise. I would like to send you some complimentary VIP drinks vouchers, they can be redeemed in any Caffè Nero, for you to use. As I say, this is not to excuse what has happened, but simply to ask that you give us another chance to restore your faith in us. I would appreciate it if you could forward your postal address. Thank you for taking the time to write to us, as it is only with such feedback that we can improve. I look forward to hearing from you Kind regards Justina Justina Virdee Head of Customer Services Caffe Nero Group Ltd

25-09-12, 12:35 PM	#68
macristo Guest Posts: n/a	Re: Nero Coffee Bouncer Complaint. as for what I said and even how it was said he clearly didn't handle the situation well and should never have openly and loudly threatened me regardless of what I said or how it was said. Had I of been drunk I might of hit him first and then I would of been arrested. He failed to control his anger and that was the jist of my complaint.

25-09-12, 12:51 PM	#69
Mark_h Member Mega Poster Join Date: Aug 2005 Location: Fleet, Hampshire Posts: 2,448	Re: Nero Coffee Bouncer Complaint. Maybe you should use your voucher to buy the bouncer a coffee, say sorry for being a smart-ass and treat him with a little more respect in the future. If you are nice to him I'm sure he'll be a lot nicer to you. __________________ Don't want to be the quickest; don't want to be the best; just want to be the one having the most fun. XL125Varadero -> Curvy SV650N-Y -> SV1000N-K3 -> Multistrada 1200s Twin-tastic stuff. Minister for Sustainability *Aliquid prudentissimus delectabiles et intelligentes in adamasset lingua.*

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25-09-12, 09:05 AM	#62
Quiff Wichard Guest Posts: n/a	Ha i hadnt even seen the previous post . Oops

25-09-12, 01:55 PM	#70
Stuuk1 Guest Posts: n/a	The OP has a totally valid point and was right to complain. Yes, it could have been handled differently but the security staff have to be put to test occasionally and this proves that this member of staff could not handle the situation correctly. A member of security works for both parties, the customers AND the company premises. He failed to do this and therefore requires further training. Good complaint and congratulations on your result.