Applebee's Worst Experience

As I was recording service encounters the worst experience by far would be the customer service provided by Applebee’s on March 9, 2018. If I could use one word to describe this experience, I would describe it as, “haphazard.” The customer service my family received that day was beyond the doubt, worst service I have ever received in my life. From start to finish, the experience was terrible. The first strike was the hostess explaining that the wait time would be 5 minutes, but in fact, it took 20 minutes. After ordering from our overworked and underpaid waitress, the food itself took 35 minutes. My family saw other patrons who sat after us, receive food before us, and thus allowing them to have a better experience than us. The wait time was justifiable enough for us to complain to the manager; but once we got to talk to the manager, we were being spoken to as if we
Obviously, with how the manager and waitress reacted with our question, there seems to be a huge lack of communication. If one were to make a service blueprint of Applebee’s, the service failure area would drop in between the invisible interactions section of the business. If the manager or employee was not able to explain the problem to us, it seems that there is little to no internal communications within the restaurant. With the manager and employee’s response that the chefs were being slow, there seems to be another internal interaction problem. The employees that the customers cannot see may have been going through a rough period; it could be many problems such as understaffing or employees who are not putting enough effort into their job. Lastly, the manager at the restaurant was one of the problems as well; she was rude, uncourteous and unempathetic. She brought about an external interaction service failure by giving the attitude my family