Dear KFC International Team,
I’m writing regarding two separate matters involving KFC in Sri Lanka.
First, I recently had an unpleasant interaction with an outsourced KFC Sri Lanka call-centre agent named Harshini, during a call at approximately 10:28 PM.
Her manner felt rude and dismissive. During the same interaction, I was addressed first as “sir” and then as “madam.” I have a clearly masculine voice, so this did not come across to me as an innocent misunderstanding. I was uncomfortable enough that I cancelled the order.
The reason I bothered to complain is actually because we like KFC. It is close to a weekly purchase for us. I have dealt with other members of the KFC Sri Lanka team, including Wagisha, without any similar problem and have found them professional.
I have already raised the complaint with KFC Sri Lanka and Cargills, and I would appreciate KFC International asking the appropriate local management team to review the recorded 10:28 PM call.
I have no grudge against Cargills. We use Cargills frequently for groceries as well, and I have had personal familiarity with people connected to the wider Cargills family over the years. My concern is much simpler: when people genuinely like a brand, it is disappointing when one interaction makes them feel disrespected by it.
Separately, there may actually be a useful business opportunity here.
I am the founder of AngryPages Inc, a California publishing company operating at angrypages.com. We currently receive roughly 300,000 visitors/views per month, with approximately 50,000 coming from Sri Lanka, driven partly by the Sri Lankan authors and books we publish.
That Sri Lankan audience should continue growing as we onboard more authors, public figures and original publications.
We have also built our own advertising technology, and I would be interested in exploring whether KFC Sri Lanka promotions, offers and advertising could run across AngryPages for our Sri Lankan readership.
That could range from straightforward advertising to campaigns around books, authors, stories or audiences where KFC is a natural fit.
To be completely clear, the advertising proposal is separate from the complaint. I am not asking for anything commercially in return for resolving a customer-service issue. I simply realized while contacting KFC that there may be a much more constructive relationship available between our companies.
If appropriate, please forward the first matter to whoever oversees KFC Sri Lanka franchise/customer operations, and the second to whoever handles KFC Sri Lanka or international marketing and advertising partnerships.
I would be happy to speak with either team.
Best,