Subject: Escalation: KFC call-centre complaint — 10:28 PM call
Dear Cargills Management,
I am writing to escalate a complaint I have already submitted through KFC Sri Lanka regarding an outsourced call-centre agent named Harshini.
During my call at approximately 10:28 PM, I found her manner rude and dismissive. He addressed me as “sir” and then “madam” during the interaction, and the overall handling made me uncomfortable enough that I cancelled my order.
I have ordered from KFC previously without this problem. In particular, I have dealt with Wagisha before and found him consistently professional and respectful, which is why this interaction stood out.
I would appreciate it if the relevant call recording could be reviewed by KFC/Cargills Restaurants management and the matter formally investigated.
Please confirm that the complaint has been received and let me know the outcome of the review.
Best,
Lehan Edirisinghe
