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Zomato reinstates customer care agent after Twitter controversy



Food aggregator application Zomato is at the center of another controversy on social media. It all started with a Twitter user complaining about the behavior of a Zomato customer care executive. When user @Vikash67456607 placed an order on Zomato, an item ordered by him was missing. He tried to find out about the missing item by talking to the customer care of Zomato. Since the customer was ordering from Tamil Nadu, the restaurant staff was able to converse only in Tamil, creating a language barrier for the executive as he could only understand Hindi. Vikas wrote, “Ordered food on Zomato and missed an item. Customer care says amount cannot be refunded as I don’t know Hindi. Also learns that as an Indian I should know Hindi ” Check out the tweet here:

(Also Read: Zomato Worker Places Order Despite Losing Wallet; Twitter Reaction)

When the Zomato executive called up the restaurant in Tamil Nadu, he could not understand the problem due to the ‘language barrier’. On hearing this, Vikas asked to transfer to someone else who could understand Tamil. It was then that the executive said, “For your information, Hindi is our national language. It is therefore very common that everyone knows a little bit of Hindi.”

Screenshots of the conversation were shared on Twitter, and they garnered nearly 10k likes and thousands of comments. The fact that the executive called Hindi the ‘national language’ did not go down well with Twitter users.

Take a look at some of the responses:

After this incident, the hashtag #Reject_Zomato started trending on Twitter. Twitter users also shared several thousand tweets under the hashtag #HindiIsNotNationalLanguage. Some even started uninstalling the Zomato application from their mobile phones.

The official handle of Zomato took to Twitter to apologize for the behavior of the customer care agent. “We hope you will give us a chance to serve us better next time. Please don’t #Reject_Zomato,” he wrote in a statement shared in English and Tamil. Have a look:

According to Zomato’s statement, they sacked the agent on Tuesday morning for his negligence. “The termination is in line with our protocol, and the agent’s behavior was clearly against the principles of sensitivity that we regularly train our agents in,” he wrote. However, a few hours later, Zomato’s founder, Deepinder Goyal clarified that the customer service executive was reinstated as it was only an ‘unintentional mistake’ and was not to become a ‘national issue’. Have a look at his tweet:

She wrote, “It’s not the only thing she should have been fired for. It’s the ease with which she can learn and do better about moving on.” He further said that call center agents were young people who were at the beginning of their career and learning curve. He wrote in the same thread, “We should all tolerate each other’s flaws. And appreciate each other’s language and regional sentiments.”

What did you think of the incident? Tell us your thoughts in the comments below.


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