Recently, a controversy involving a chain restaurant specializing in ‘Da Pan Ji’ (Spicy Chicken with Potatoes) drew widespread public attention after staff at one of its outlets mocked a student’s negative review. According to online reports, a college student posted a critical comment on social media about the dish’s portion size and pricing. In response, an employee from the store sent a private message insulting the student, saying things like, ‘If you can’t afford it, don’t eat here’ and ‘Poor students shouldn’t act like big spenders.’ The remarks quickly went viral, sparking heated discussions about customer service standards and consumer rights.The brand’s headquarters responded swiftly, issuing an official statement confirming that they had immediately investigated the incident. They stated that the employee’s comments seriously violated company policy, resulting in the staff member being placed on suspension and the store undergoing internal rectification. The brand also apologized to the affected student and the broader public, emphasizing its commitment to respecting all customers regardless of their spending power. Furthermore, headquarters announced plans to enhance staff training across all national outlets to prevent similar incidents in the future.This incident highlights the lack of professional protocols among some food-service workers when dealing with online reviews and underscores the importance of maintaining service quality during rapid business expansion. While consumers have the right to share honest feedback, businesses must respond with professionalism and empathy—not defensiveness. Although the brand’s prompt response may help mitigate reputational damage, rebuilding trust will require sustained effort.
近日，一则关于某大盘鸡连锁品牌门店员工嘲讽学生差评的事件引发广泛关注。据网友爆料，一名大学生因对餐品分量和价格不满，在社交平台发布差评后，竟遭到涉事门店工作人员私信辱骂，称其‘吃不起就别吃’‘穷学生装什么大款’。该言论迅速在网络发酵，激起公众对服务态度与消费者权益的讨论。对此，该大盘鸡品牌的总部迅速作出回应，发布官方声明称：已第一时间核实情况，涉事员工言论严重违反公司服务准则，现已对该员工停职处理，并对涉事门店进行内部整顿。品牌方同时向受影响的学生及广大消费者致歉，强调始终尊重每一位顾客，无论消费能力高低。此外，总部表示将加强全国门店员工培训，杜绝类似事件再次发生。此次事件反映出部分餐饮从业者在面对网络评价时缺乏专业应对机制，也凸显了品牌在快速扩张过程中对服务质量把控的重要性。消费者有权表达真实体验，而企业更应以包容、专业的态度倾听反馈，而非情绪化反击。品牌总部的及时回应虽有助于止损，但重建信任仍需长期努力。
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