This past week, my roommate and I decided to order Dominos Pizza. We were put made to listen to 3 minutes of prerecordings, and then put on hold for an additional 7 minutes thereafter. The person on the phone was not very polite, and seemed to be rushing us while we ordered. We were given a wait time for 30-40 minutes to receive our delivery, however, we ended up having to wait 55 minutes. We checked on Google maps, and calculated that it would take the delivery person a total of approximately 9 minutes by bicycle to reach our dorm from the Dominos Store, so distance was not a reason for tardiness. The service was useful because we still received and were able to eat the food we ordered, but the service was poor. It was inefficient because of the long waiting periods, and impolite salesperson. There was a sequence of delay and having to wait, which served as pain points. A bright spot could have been identified if the person on the phone had apologized for the wait, but instead, he was rude, and hasty with our order. Dominos could improve its service by training their employees to be more polite, especially when customers have been on hold for long periods of time. They could also cut down the hold time by eliminating some of the prerecorded messages. Efficiency should be there goal when it comes to timing, and making sure that orders are delivered on time, whether this means hiring more delivery people, or changing their means of transportation.
Talking of a bad pain point experience with service, I am right now going through one with Infobeam over a book ironically titled FULL SERVICE. After over two weeks' wait from the date of the order, the company does not seem to have located the root of the problem even till this morning. With my tongue firmly in the cheek, I even told them that Dominos punish themselves for a delayed delivery by paying for the pizza order themselves.
ReplyDelete