Let me preface this minor rant by mentioning that I managed a fast food restaurant for several years (many years ago). I understand the issues, between work ethic, qualified labor, etc. in an unskilled, low-paying job like burger flipping.
I went through the McDonald's drive-through today and was greeted by a pre-recorded message. Now, this in itself is not new, nor is it particularly annoying (although I do find it disingenuous). Anything that can speed up the line is good from a customer service standpoint, and when the cashier has to both take an order and accept payment, his time is divided. For this reason, I agree with the practice of out-sourcing order taking to an off-site call center. There you have people who specialize in being nice to customers and knowing how to sell food. That's all they do and they aren't distracted by having to take money or prepare food.
No, what annoys me is when the automated greeter pushes whatever the special is, and then says "May I take your order?" (or something to that effect). I don't want to talk to a recording. I especially don't want to be interrupted by a different voice halfway through (the live cashier) asking me to clarify some item on my order. It's jarring. How about "We'll take your order in a moment." as a recorded greeting? Even more annoying than that, though, is when I've given my order to the automated greeter, and then a live cashier comes on and says "May I take your order?"
Why the heck are you using an automated greeter to ask me what I want if you are then going to ignore my response and make me start all over again? I've already given you my order, now I have to repeat the entire thing all over again. I'm not even going to get into how I normally have to repeat my order two or three times anyway because they can't seem to hear "no pickle" while they're busy looking for the "Combo #2" button.
I went through the McDonald's drive-through today and was greeted by a pre-recorded message. Now, this in itself is not new, nor is it particularly annoying (although I do find it disingenuous). Anything that can speed up the line is good from a customer service standpoint, and when the cashier has to both take an order and accept payment, his time is divided. For this reason, I agree with the practice of out-sourcing order taking to an off-site call center. There you have people who specialize in being nice to customers and knowing how to sell food. That's all they do and they aren't distracted by having to take money or prepare food.
No, what annoys me is when the automated greeter pushes whatever the special is, and then says "May I take your order?" (or something to that effect). I don't want to talk to a recording. I especially don't want to be interrupted by a different voice halfway through (the live cashier) asking me to clarify some item on my order. It's jarring. How about "We'll take your order in a moment." as a recorded greeting? Even more annoying than that, though, is when I've given my order to the automated greeter, and then a live cashier comes on and says "May I take your order?"
Why the heck are you using an automated greeter to ask me what I want if you are then going to ignore my response and make me start all over again? I've already given you my order, now I have to repeat the entire thing all over again. I'm not even going to get into how I normally have to repeat my order two or three times anyway because they can't seem to hear "no pickle" while they're busy looking for the "Combo #2" button.