Local bubble tea brand, Tealive, has apologised following an incident where a customer accused the brand of leaking his personal information to a staff member after he had complained about their conduct.
On social media, the customer, Iman Kamil, shared that he had submitted a complaint directly to Tealive headquarters regarding their staff’s unprofessional behaviour at one of their outlets, only to receive angry WhatsApp messages directly from one of the staff members involved shortly after.
Tealive issues an apology
Addressing the issue, Tealive took to its Facebook page to acknowledge the situation and apologise.
They wrote, “A screenshot of the feedback, which contains the customer’s contact information, was inadvertently shared with the outlet team, which led to a staff member reaching out to the customer directly.”
“Such conduct is a violation of our Standard Operating Procedures (SOPs) and does not reflect the values we uphold as a brand.”
“We have always valued our customers’ feedback, as it plays a vital role in helping us continuously improve our services. Despite this being an isolated case, we sincerely regret what has transpired. Rest assured, we are dedicated to protecting our customers’ personal data to be in full compliance with applicable laws and regulations.”
They further explained that they have apologised to the customer privately and are taking the opportunity to express their apologies publicly as well.
What they’re doing to ensure this doesn’t happen again
Following this, Tealive took the time to list out their actions to rectify their mistake. Here are the steps that will be taken:
- An immediate review and strengthening of their internal procedures to prevent a recurrence.
- Immediate and ongoing training for all employees to reinforce the importance of privacy and customer care
- A thorough due inquiry will be conducted with all responsible staff involved, where the appropriate disciplinary action will be taken thereafter.
What do you think about this? Do feel free to share your thoughts in the comment section.
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