Luckin Coffee Exposed for Punishing Employees by Copying Customer Complaints! Customer Service Response Sparks Online Controversy...

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Luckin Coffee's Disciplinary Practice Sparks Controversy

Luckin Coffee is currently the fastest-growing coffee brand in China. As a well-known large-scale coffee enterprise, its "corporate culture/professional philosophy" has recently sparked controversy among netizens.

Yesterday, Jiupai News reported that several Luckin employees recently posted about being punished by copying customer complaints, order notes, and daily inspection standards... Some were punished hundreds of times, which has drawn considerable attention from netizens.

The report stated that a Luckin employee from Foshan said in an interview that whenever customer complaints are received, employees are punished by copying. He mentioned that yesterday he was punished to copy 50 complaints, and today he was punished to copy another complaint 25 times. Another netizen posted: "I'm almost in tears from being punished to copy. I just graduated and couldn't find a suitable job, so I started working part-time at Luckin, but there are really so many tasks, I'm really anxious..."

From the video screenshots released by Jiupai News, we can see that Luckin employees were punished to copy content such as: "I noted that I wanted it hot, didn't you see it? Are you still sleepy?", "Jasmine tea without sugar is completely undrinkable", "I ordered without ice, why was it delivered with extra ice?", "Less ice with cup holder", and so on... These common order notes.

Luckin's Official Response

In response to this matter, Luckin's official customer service stated: "This is the first time we've received feedback about this practice, but it's intended to ensure employees don't forget to check order notes. Luckin frequently receives complaints about employees not making coffee according to notes, such as extra ice, less ice, no ice, no sugar, etc. Therefore, this practice of punishing employees by copying is also a way to be responsible to customers."

According to research, Luckin's practice of punishing employees by copying customer complaints didn't start recently. Searching "Luckin copy complaints" on Xiaohongshu reveals numerous notes, with many dating back to August of last year or even earlier!

Among them, there are many accounts of colleagues being punished to copy up to a thousand times. Netizens were surprised that they had to copy punishments as students and still have to do so at work.

Divergent Netizen Opinions

Regarding this copying punishment practice, netizens hold diverse and different views, causing quite a heated debate—

Some netizens believe: "The copying punishment system is just for show. Can employees copying complaints compensate me for drinking problematic coffee? Only refunds can compensate me, don't engage in these superficial measures..."

Other netizens believe this method tramples on workers' rights and advise Luckin employees to leave quickly! Under related topics, another netizen revealed that there are also online quizzes about new product recipes, and if they don't score 100%, they also have to copy punishments.

However, some netizens expressed: "But I don't want to sympathize with employees who don't work seriously..." and countered in the comments section: "When you frequently receive complaints about employees not making coffee according to requirements, shouldn't they be punished by copying???", "The copying punishment is acceptable, after all, it was your own mistake in order preparation. It's just copying, not a fine, etc..."

Conclusion

This matter has sparked so many different opinions mainly because it involves multiple stakeholders. It not only causes dissatisfaction among some employees but also makes some customers uncomfortable. Luckin may need a method that can improve service quality while also protecting employees' labor rights, thereby enhancing employees' service quality and better meeting customer needs.

Regarding Luckin's unofficial "system" of copying punishment, do you think it's reasonable?

Image source: Internet

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