subway eat less.

Customer service is something I have always taken for granted in the Australia, and having spent my early working days at a department store, I've learnt a thing or two about it. In Australia, when we don’t get the service expected we can be sure that a letter of complaint will address our grievances. Usually it is only old people (like my father!) that have the time to pen their objections to corporate complaint departments – but the point is someone will listen, and take action.

However, the concept of customer service is something that has yet to take off in India – and it is usually only those who have been abroad that can notice the disparity. If you have a complaint, then you can rest assured no-one will listen, and if someone does pay you the courtesy to listen – they will almost never care enough to act.

I’ve been here long enough not to have too high expectations. A few years ago I used to get slightly annoyed with service levels; however today, I am starting to find my experience nothing short of comical!

This is what I observed when I walked into the Subway (an International fast food chain) recently.

1. The store was empty of customers – but 5 staff were 'on duty’
* Too many staff for a store of that size

2. I waited 2-minutes to be acknowledged by a staff member
* He was too busy doing paperwork, which could have waited

3. My order was taken, then I was told to wait for another staff
* He could have made my sandwich himself

4. The new guy then proceeded to serve me
* He took his time getting started (more into the TV that was on)

5. I was offered me salt and pepper I said "NO thanks" clearly
* 30 second later he forgot and put salt and pepper in!

6. I assumed he would give me a new roll
* He proceeded to scrape off the salt / pepper into a tissue!

7. I told him it would be a better option to make a new roll
* He proceeded to do so reluctantly

8. I decided to settle the payment for my order during this time
* The 'paperwork guy' complained that he had no change

9. I told him that this was not my problem
* He managed to find the change

10. He handed me a huge wad of notes and change
* I checked my bill and I was charged twice and much

11. I asked for my money back and left the store
* I didn’t feel like eating there after all the commotion

12. I went to Domino’s next door!