In another news of public outcry, #RejectZomato trended on Twitter after an employee asked customer to “know Hindi” as it’s the national language. Amid the massive outrage, Zomato CEO called for ‘chill and tolerance’ for each other and reinstated the employee after the company had fired the employee.

This is the third news in two days with netizens backlashing against private businesses over “religious and national sentiments”. Earlier, Indian clothing line FabIndia was forced to pullback its ad titled ‘Jashn-e-Riwaaz’ for using Urdu phrase in its ad targeted for upcoming festive season.

Contents hide
1. Background
2. The Facts of the Matter
3. Zomato Customer Shares Screenshots on Twitter
4. “Hindi is National Language”: Customer Service Exec’s Blunder
5. “Being Indian I should Know Hindi?” Customer Asks Zomato
6. #RejectZomato Trends
7. Zomato Apologizes, Employee Terminated
8. Zomato CEO Steps Up, Reinstates Employee, Calls it “Ignorant Mistake”

Background

Food delivery and restaurant aggregator unicorn is known for its outstanding social media management and digital marketing. Its posts on Instagram and Twitter are known for being quirky and topical to attract as wider a demographic it can. However, even the giants sometimes fall despite having all the resources at their disposal.

Earlier this year, Zomato had to issue a statement on the matter of less pay to delivery agents after its ads featuring Hritik Roshan and Katrina Kaif received unintended backlash on Twitter. Now, the food delivery giant is again in the news when its customer support executive made a blunder while talking to a customer.

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The Facts of the Matter

Ever so often it happens that an organization receives a lot of public heat after its employee makes a blunder that goes against the values and the vision the company stands for. Something similar happened with food delivery platform Zomato when its customer service executive asked a customer to “know Hindi” as it is the country’s national language.

Zomato Customer Shares Screenshots on Twitter

On October 18, Zomato customer shared screenshot of his conversation with a Zomato customer executive. In the screenshots, it appeared that the customer was having a conversation with the support staff regarding an order.

In the conversation, the customer was told by the support executive that they tried speaking to the restaurant staff but couldn’t communicate as there was “language barrier”.

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“Hindi is National Language”: Customer Service Exec’s Blunder

To this, the customer suggested that if Zomato is available in Tamil Nadu, the company can hire people who can understand Tamil language for better communication. The executive replied, “For your kind information Hindi is our national language. So it is very common that everybody should know Hindi little bit”.

“Being Indian I should Know Hindi?” Customer Asks Zomato

Taking to Twitter, the customer shared the screenshot and further wrote, “Ordered food in zomato and an item was missed. Customer care says amount can’t be refunded as I didn’t know Hindi. Also takes lesson that being an Indian I should know Hindi. Tagged me a liar as he didn’t know Tamil. @zomatonot the way you talk to a customer.”

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#RejectZomato Trends

With close to ten thousand likes and over four thousand retweets, the post soon went viral on Twitter. Soon, netizens across the nation found another reason to outrage and called out Zomato for its alleged imposition.

Zomato Apologizes, Employee Terminated

However, Zomato was soon to apologize about the matter and took to Twitter to issue a public statement. “Vanakkam Vikash, we apologise for our customer care agent’s behaviour. Here’s our official statement on this incident. We hope you give us a chance to serve you better next time,” the company shared on Twitter, along with the public apology.

Zomato CEO Steps Up, Reinstates Employee, Calls it “Ignorant Mistake”

Meanwhile, Zomato CEO Deepinder Goyal took to Twitter and shared a different perspective. Asking that we all should be empathatic to someone’s “ignorant mistake”, Goyal said that the “tolerance and chill” level should be higher.

He further added that the company will be reinstating the customer service executive as it should not be the sole reason why they must be fired.