“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.
Wednesday, October 21, 2009
The Customer is ALWAYS right!
Now you can comment others post as well
'KERANDA 152'
____________________________________________________
Article 152 stated that Bahasa Melayu is the national language and it will be brought to the better level gradually in the ten years after the Independence Day. This article which guaranteed the privilege of Bahasa Melayu actually is a social contract between Malay, Chinese, Indian and other ethnics in Malaysia. However, the NGO which represents the Malay claimed that this contract had been violated during the conference of Dewan Rakyat on 1967. The conference which resulted to the Rang Undang- undang Bahasa 1967 provided that English would be remained in some field including the judiciary. They argued that there is no improvement in Bahasa Melayu for the past ten years; threfore it only suitable for art field and not good enough to be applied in Science matter.
As the feedback, there were almost 2000 nationalists including the Head of DBP , Tun Syed Nasir Ismail and Usman Awang who was the editor for Dewan Masyarakat, Dewan Budaya and Dewan Sastera gathered and gave their speech at Balai Budaya on 3rd March 1967. After the Friday prayer, they headed to the building of Parliament at Jalan Mahameru along with the coffin (keranda) written 'Perkara152'. Unfortunately, the Alliance Party which ruled the country on that point of time had rejected their proposal. Actually, this parade symbolized the death of Bahasa Melayu when the Government refused to use it as the main language especially in judiciary field.
Luckily, the 13th May incident changed everything. Bahasa Melayu has been recognized as national language 'officially'. Besides, this incident also indirectly leads to the establishment of Universiti Kebangsaan Malaysia
(UKM) as an alternative to the 'Universiti Malaya' at Singapura which established by British.
So, how do you think about this article?
huuu~ I never thought there will be a hidden history regarding the Article 152......<<<
How cruel can a mother could be?
Recently, i read in the newspaper online where there is a sad story of a three years old girl who has been found dead by her mother after went home from work on 12th October 2009.
The girl had been brutally abused and raped by her mother's boyfriend who is from Sudan. Sadly, the mother tried to keep the truth from reveal and to protect her boyfriend by saying that her daughter is being abused by her maid who had just run away.
Recently, i read in the newspaper online where there is a sad story of a three years old girl who has been found dead by her mother after went home from work on 12th October 2009.
The girl had been brutally abused and raped by her mother's boyfriend who is from Sudan. Sadly, the mother tried to keep the truth from reveal and to protect her boyfriend by saying that her daughter is being abused by her maid who had just run away.
The police suspected something and found out that the women who is working as a secretary has not employ any maid that is said to be run away to be hiding the truth from the police and had made a false statement in the report.
Her boyfriend that is from Sudan is said to enter the country by a student visa and had been studied in a private college in Malaysia for a month only.
The police also suspected something after the autopsy that the girl has another injury at her private part of the body.After the police suspected of a cruel murder, they went to the suspect house on 13th October 2009 and after they found some evidence, both of the suspect is brought to Police headquarter Daerah Kajang for more investigation. Both of them admit that they had abused the child that ends with death of the child.
From the newspaper report that I just mentioned, I realize that a person can changed to become a different person that we know. Like in the case above where a mother can become so cruel and just follow her boyfriend needs and desire. How could she just do that? Is the love for her daughter has just fade away? But, for me how come the love for our own child that we had give birth before can just fade away because of the new existing person called BOYFRIEND?
In my opinion, a mother would not do something like that to their own child. There might be something wrong to their brain if they could do something like that to their child. Or maybe they are insane and have a deep depression that leads them to have a mental disorder.
I feel sorry for the child. I hope that the murderer will be punished as what to they have done.
The police suspected something and found out that the women who is working as a secretary has not employ any maid that is said to be run away to be hiding the truth from the police and had made a false statement in the report.
Her boyfriend that is from Sudan is said to enter the country by a student visa and had been studied in a private college in Malaysia for a month only.
The police also suspected something after the autopsy that the girl has another injury at her private part of the body.After the police suspected of a cruel murder, they went to the suspect house on 13th October 2009 and after they found some evidence, both of the suspect is brought to Police headquarter Daerah Kajang for more investigation.
Since now, both of them admit that they had abused the child that ends with death of the child.
From the newspaper report that I just mentioned, I realize that a person can changed to become a different person that we know. Like in the case above where a mother can become so cruel and just follow her boyfriend needs and desire. How could she just do that? Is the love for her daughter has just fade away? But, for me how come the love for our own child that we had give birth before can just fade away because of the new existing person called BOYFRIEND? In my opinion, a mother would not do something like that to their own child. There might be something wrong to their brain if they could do something like that to their child. Or maybe they are insane and have a deep depression that leads them to have a mental disorder.
I feel sorry for the child. I hope that the murderer will be punished as what to they have done.
PBL-Problem Base Learning
Now is officially the end of PBL or Problem Base Learning. Actually it's because we have submitted our last report which is for contract. Now that I think of it PBL wasn't so bad if everybody coopreated and do their part earnestly. So far I think UKM is the only university which conducts this form of study. The PBL involves three major law subjects which are Contracts, Consti and MLS. The students were divided into 6-7 group of people which were randomly picked by the lectures and are expected to work together to conduct a mini mooting session. It was a real great experience especially for the first year students as it was their first step to expose hidden tallents in the law fields.At first I thought PBL was a waste of time and energy because it involves major teamwork. I found out most groups faced different kind of problems concerning teamwork because not everyone can give their full commitment. Some even depend on others to gain good scores such as taking advantage over other team members. There was one group I heard complaining about their team member taking advantage over others just because he knew more about the assignment given. Not only did he not help the others, he even used them in order to get good greds. Besides that, there are various other problems faced by the first year students throughout the PBL weeks but by hook or by crook they have to overcome it as a form of challenge. All and all the students experience a lot of new things throughout the PBL and they have deffinitely gain lot of extra knowledge by it. So far the PBL have been quite a successful form of study for both the students and the lectures and I think it should be continued.
Tuesday, October 20, 2009
This is for suffina's journal..
Hana,it's ok my dear.,
We are all the same.,
I feel it too...
Never mind,just think positively..
Every night I will crying until early morning..
At last, I told myself that I cannot give up!
and you too Hana..
Let us prove to ourselves!!
Good Luck!!
=)
PBL oh PBL.,.!!
PBL is a short form for Problem Learning Base.,.
i spent lot of time for pbl.,i am really worry about this because it is bring 60 percent for my marks!
Actually,we got 3 pbl, which are for Malaysian Legal System(MLS), Contract and also Constitution.For MLS, we have to make a short video and drama for this course.My group, Mens Rea decided to choose Mighell v. Sultan of Johore case.We make the drama at FUU. haha.,.Our drama was very dramatic and superb!With the Winter Sonata,Korean drama song as the backup music it is very touching..Somebody said she want to cry when watching my group's drama.It is work!
After the video,we have to make live drama in front of lecturer and our friends.Ooopsss.,.!!I am so nervous that time.But,I am tried to be cool and professional being a council for Sultan of Johore.And, at last I win the case.Everyone in my group were very happy after all the sweat and effort that we put in the work.
Well,even though we got a tough period of finishing the PBL, but at the end of the day I realize that PBL is very effective because it was like a fun learning to make us more understand about the course.For me,PBL is a gud method for first year student like us.
Lastly, I want to dedicate a special thanks for all my group member, Mens Rea for their cooperative and gave me a lot of help.Thank you guys!
