The Pizza Hut Mid Valley Kuala Lumpur Crisis

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A crisis that happened to Pizza Hut Mid Valley when the restaurant refused to serve a wheelchair bound customer. These slides explain on what Pizza Hut did right and wrong in handling the crisis. It also explain on how Pizza Hut can handle the crisis better.

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The Pizza Hut Mid Valley Kuala Lumpur Crisis

  1. 1. Chronology of the Crisis
  2. 2. 28th October 2013 1. Anthony came to PH Mid Valley with his friend for lunch. 2. A staff denied his request to sit in a particular corner. 3. The staff said, it would cause hindrance to other patrons. 4. Anthony requested for a different area to sit but denied by the manager. “Yes, we have a policy at Pizza Hut not to allow people in wheelchairs inside. In fact you should park your wheelchair outside and walk in if you want service.” – Niq Ribiya.
  3. 3. 28th October 2013 5:05 pm Anthony tweeted about the incident.
  4. 4. 28th October 2013 6:00 pm Anthony attacked Pizza Hut on his blog
  5. 5. 29th October 2013 Public’s Reaction
  6. 6. 29th October 2013
  7. 7. The Content of Pizza Hut’s Media Statement 29th October 2013
  8. 8. The Content of Pizza Hut’s Media Statement 29th October 2013
  9. 9. The Content of Pizza Hut’s Media Statement 29th October 2013
  10. 10. Pizza Hut addressed the matter publicly on their Facebook page 29th October 2013
  11. 11. 29th October 2013
  12. 12. 29th October 2013
  13. 13. The Content of Pizza Hut’s Media Statement 30th October 2013
  14. 14. The Content of Pizza Hut’s Media Statement 30th October 2013 Anthony volunteered to work together with Pizza Hut in further educating their staff on disabled friendly restaurants. Anthony said, “I am satisfied with Pizza Hut’s prompt action in resolving this matter. I would be more than happy to assist Pizza Hut in educating their staff to be more sensitive towards special needs customers”.
  15. 15. Analysis What has Pizza Hut Malaysia done in handling the crisis? Pizza Hut Malaysia handled the crisis ASAP. They should avoid denial.
  16. 16. Evaluation What Pizza Hut Malaysia should do? Prevention is better than cure. Follow up their post on Facebook. Divert people’s attention with a marketing campaign.
  17. 17. Prepared by Mohamed Khaidir Bin Mohamed Zaraai 0312277

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