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Little incident at the McDonald City Mall

This is an old post from my personal Blog

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.


13 Responses

  1. This rarely happen here in jordan. But there are few who stand out and do there job perfectly. Both you and the managed handles the situation good.

  2. I like the way you handle the situation.

    • Thank you,

      I worked in restaurants before and I have seen plenty of situations. I simply put myself in her shoes. Thank you for stopping by 😉

  3. wow i expected a fight at the end 🙂 but this is so gr8 , he is a real pro . but hopefully he didnt do anything to the cashier

    • I was able to get in touch with Armoush group and received a call from regional manager. Things are good and I complimented them. Thank you for stopping by

  4. Happy to hear such news!!

    • There need to be rewarding as there is complaining. Those heroes should be put in the center of attention so others can follow lead.

      Thank you for stopping by my friend 🙂

  5. Here is a comment by Management:

    Raed Zaghal said:

    January 5, 2010 at 7:56 am

    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
    McDonald’s Jordan .

    Mobile 0777 51 20 10 .

  6. well done Khaled! I remember this from your personal blog post. 🙂

  7. interesting … although that i have a thing against eating at mac and related restaurants for other reasons … but it’s nice seeing such professional way of dealing with things … a similar thing happened with me at shawemize it … a new place on rainbow street … i paid with a 50 … and the cashier mistake a 20 for a 10 when giving me change … and i noticed the mistake the NEXT day and i went there and talked to the manager … and in less than 30 min they checked their cash register from the day before and came back with an apology and the rest of my money … i can honestly say that this kind of attitude is definitely something i consider when choosing wither to return to a place or not …

  8. so nice attitude from both you and the manager, i cant stand having this situation with someone who might fight with no sense of reason; i would hate this to happen. Any way its really great how you handled it 🙂

  9. Wow, that is excellent! Hopefully it will become more of a trend, both the training and the behavior. Kudos to the manager.

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