COSTA COFFE THINFORD, COUNTY DURHAM
My mother had a horrible experience in the drive-thru this morning, where she was spoken to by a very rude and condescending man with a ginger beard and a blue ear stretching piercing. From the shop's instagram post, I have identified him as Dan, who has apparently been providing an "incredible 10 years of service" and "a friendly smile to every shift". Not only do I seriously doubt this considering our experience, but I would go as far to say he provides the complete opposite: a cold and patronising attitude, rude tone of voice and absoluyely zero customer service skills. As we pulled up to the drive-thru, I leaned over my mum (who was driving) to order the coffee. As there was no response, we assumed no one could hear so she began to order the coffee for me. A male voice then came through the speaker saying "I can't hear you" to which my mum then raised her voice to order again, after which the male speaker then said "Speak up, I can't hear you", and at this point my mum was literally shouting into the speaker. He then said in a really rude manner, "the driver needs to speak louder, I've watched you through the camera and you're not speaking" and my mum replied "I have tried to order and I'm practically shouting" he then said "you're not though, are you, I've just watched you and you're not speaking". This back and forth continued (with my mum maintaining a polite and gentle attitude, while his was arrogant and nasty). I understand someone having auditory processing issues and needing someone to speak up, but it was the way the man spoke to my mum that had me gobsmacked. He could have said, "I'm really sorry but I can't hear you, can you please repeat that for me" or even offered to take the order from the window to reduce stress or conflict, but instead he chose to speak to my mother like she was a piece of mud on his shoe and I really did not appreciate it (neither did she). As we approached the window, the man was very careful to not make eye contact and skulked away in the corner, which was a shame as we both would have had a few words to say to him. I am completely disgusted with the way he chose to treat my mother, who is the most polite and understanding woman, and who would have understood him not hearing her or even having a bad day, but will definitely not tolerate abuse when just trying to buy a coffee for her daughter (who was also having a bad day having just found out her pet has to be put to sleep). The coffee itself was lovely, it's just such a shame one staff member's nasty attitude has ruined the experience. I strongly encourage management to revisit customer service training modules, as this is definitely not the way to speak to anyone, especially a paying customer who presumably you'd want to return to buy more of your products.
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