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“Rule 1: Listen to the customer”
Review of Caffe Nero

Caffe Nero
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Recommended length of visit: <1 hour
Reviewed 1 June 2014

Dear Sir or Madam,

Could you please give some indication as to why your staff members at your Stratford upon Avon outlet have now managed to totally mess up my orders on the last 4 occasions?!?

This afternoon's experience - having asked for one drink at a time to hopefully avoid the mistakes resulted in my fiancée (who is majorly intolerant to milk) being given a cup of hot chocolate with normal milk, rather than the specifically and carefully stated "SOYA Hot Chocolate" (this is the 3rd time in our last 4 visits!).

What made it worse again this time is that the presumed manager seemed to think that just swapping it - thankfully as the customer had noticed the dark-haired lady putting normal milk in both drinks - was ok and that there wasn't a problem, trying to show me up in front of other customers! How insulting!

I pointed out to the guy that there would have been a serious problem if my fiancée had drunk the drink, as it would make her seriously ill. This fact quietened him a little, so I also reminded him that he himself had got my order of just 2 hot drinks wrong TWICE on our previous visit. He may have recognised me at this point, as he made no attempt to deny this in front of the 'following' of waiting customers he'd tried vainly to gain the support of.

Instead, he tried to make light of the situation, explaining that the lady who'd blatantly not listened at all to simple English was "training". Was I to accept this as a satisfactory reason? (I do hope your answer is "No!")

Having sat down with our correct drinks, the lady came over to apologise. At first, this was a positive, but she had an agenda to deflect any blame as she'd "only made this one mistake today"..... Was she expecting a badge for this? I had to then explain the consequences of my other half drinking a cup of non-soya milk and the weeks off work which would ensue.

I suggested that, if she wasn't fully trained, she shouldn't be serving customers and expressed how the first and most important lesson for ANY customer-facing position was to listen to the customer and - where intolerances are concerned - to make absolutely sure that there are NO mistakes, as the after-effects would be majorly problematic for some.

She wasn't happy that her attempts to deflect responsibility had failed, so stormed off and gave evil-looking glances whenever she then walked past us. Presumably this is because her manager / trainer doesn't think that it's a problem. Oh dear!

Maybe letting him and other staff members see a video of someone having an allergic reaction would help in Caffe Nero's manager training procedure!?

I have e-mailed this to your 'Customer Service' department, so I look forward to receiving your comments.

"If you pay peanuts, you'll only get monkeys working for you!".... Don't mess with peoples' health,... it's not worth the legal costs involved with your ill-trained staff getting something quite so important wrong, surely!?

Nick

Thank Nick W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviews (14)
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10 - 14 of 14 reviews

Reviewed 28 March 2014

Lovely coffee good size coffee lounge ,good place to relax and read your Saturday papers without being moved on for being there too long

Thank val w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 October 2013

I always have been served a bread roll with my soup wherever I have eaton it at caffe Nero there was no bread my husband had cream on his hot chocolate after the cream there was only half a very small cup of hot chocolate that was very disappointing for the prices they charge here

1  Thank jeanrosemarybrett
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 August 2013 via mobile

Visited on Sunday at 4.30pm, the time most cafes are grubby after a days trading. This place was clean and tidy and the staff were polite and attentive, we were served by a trainee who was really polite and customer orientated, she even apologised for being slow. Nice place, aircon was perfect as well... beats the other two high street brands which tend to be a big grubby from my experience. Well done Nero.

Thank plasticeddie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 October 2014
Google Translation

Thank Lina S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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