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Wednesday, October 21, 2009

The Customer is ALWAYS right!

“Patience is the ability to countdown before you blast off”

That’s what I think, when dealing with the bad services here, in Malaysia.
Before starting off with my ranting, I’m going to quote the definition of customer service, as according to Jamier L. Scott. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." This shows that all customers should be treated courteously, when there is any activities on customer service. The customers of all ages, no matter young or old should be treated equally in line with Article 8(1) of the Federal Constitution, as respect does not comes with age. Also, there was a known phrase being practised, tracing back to he 20th century, that the customer is always right, that seems to be fading from time to time.

The other day, I went to the PTSL. I went to the counter that said ‘perkhidmatan pelanggan’ (customer service). I greet the worker there. And as I open my mouth, before any word comes out of my mouth, without even greeting me back and before I knew it, I was yelled off by the worker there, saying stuffs like, ‘you don’t even have the qualification to be a university student’ ‘you are like a dumb 12 years old kid’ ‘you can’t even understand a language’ and many rude words that had been blocked off by my mind. I was so dumbfounded. I suppressed the urge to shout at the rude worker, as I didn’t want something small to become a very big scene, and walk out of the library, with the old man never ending shouting and cussing can be heard. I also had encountered numerous rude staffs at the PTSL, that I didn’t even want to recall about anymore. Years ago, I also recall an unpleasant phone call to the Pos Laju customer service hotline. I had called the hotline to know about the whereabouts of the Pos Laju center to pick up a parcel from my friend. And what I got is the staff talking very rudely, asking me to find it myself and hung up the phone. And when I call her again, she hung up the phone once again, without hearing what I’ve got to say. For the third time, when I call the hotline once again, she never answers the phone anymore. That was literally, just a tiny bit of my numerous encounters with the bad services here in Malaysia, including in the banks, the governments agencies and hospital, especially government oriented that seems to be doing their service at ease.

It is really nerve wrecking, that sometimes I ponder, does it pays to be patient? Is patience a virtue or just a tool so that we can be played around and be pushed upon? There is a limit to being patient.

More importantly, does the respect that the customer service staffs only exist to an older customer? that when they see a young customer, they starts to become very rude, as if they are the one getting a customer service from the young customer.
Wasn’t there is a known phrase, that the customer is always right? That if the customer is wrong, refer to the first rule that says, THE CUSTOMER IS ALWAYS RIGHT! Or wait… wasn’t there WAS a rule of such, had only be present before, and had become extinct in the present society? We are the one paying for their service, not the other way around. Thus, they do not have a right in treating customer like that.

I wonder, have this become a common situation in our society, of customers being treated rudely? And the customers becomes numb of it, that they continue to be patient and let the customer service staffs treat them around rudely, without realizing that they are actually being paid by the customer?

Thus, my advice to the customer service staffs, be aware of who you are. Learn to respect others, and do your work courteously. Furthermore, if there is a criticism, I quote from Remeli Awang; take it as a reward, that the criticism can be used to improve their future service.


Anonymous said...

I'm sorry, I'm doing a paper over child abuse, and I would like to know where your statistics are based. I would really appreciate any answer.