When it comes to customer service, it is a very important issue life And brand success. This is what we can see in a video clip that went viral on TikTok, where A consumer He shared that he went to McDonald's for… Frozen At night he received a cold surprise.
According to the Zendesk blog, the term customer service means how a brand relates to its customers. That is, having conversations and communications that allow you to meet their needs, clarify doubts and listen to their complaints, among other points.
In this sense, although many do not think about it, customer service is important for the brand to establish a relationship with the consumer, a relationship that will be beneficial for both in the future. Therefore, good customer service translates into loyalty, natural spread of your brand, and increased sales volume. While poor customer service can hurt your company's image and cause you to lose consumers and your sales.
Salesforce's State of the Connected Consumer study showed that 80 percent of customers say the customer service experience a brand provides is as important as the quality of the products and services it offers.
Get a cold surprise at McDonald's
When it comes to fast, sweet, and soft serve, most fast food fans would say McDonald's does it right, that is, if they're lucky enough to find a place with a working ice cream machine.
But that wasn't the case when a consumer stopped by a self-service brand to order a simple vanilla cone late at night, the woman was completely speechless by the not-at-all-delicious product she was handed.
“Tell me why you came to McDonald's and ordered ice cream at 2:03 a.m.,” disgruntled restaurant Brandi McRoy told a TikTok audience of more than 403,000 viewers.
“He gave me ice cream and creamer,” she complained, holding up an ice cube cup with several containers of coffee creamer on it.
@bmcroyYa're wrong about this McDonald's
The funny and entertaining incident made viewers on social media laugh.
“Oh, the McDonald's workers are pulling pranks,” one fan laughed at the lighthearted gesture.
“Is he drunk or are you?” Another commenter joked.
“The guy's been creative with it, it's going places,” he laughs, titillating the viewer in equal measure.
But others felt the brand employee gave him just enough. “Well, you have to be specific about what kind of ice cream you want,” he said with an unsympathetic frown.
“It's a mistake to go to McDonald's thinking the ice cream machine is actually working,” chided another.
Unfortunately for anyone with a sweet tooth, McDonald's has become better known for its malfunctioning ice cream machines than its Big Mac and fries.
Like this story, there are many other stories involving a bad brand and service causing a bad consumer experience.
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