Couple days ago I went to a customer service centre of this particular world known brand because my gadget got broken and I need spare part for that. So when I arrived there, I requested for this particular spare part and the customer service officer in-charge asked me where did I buy the gadget? So I told the girl I bought this in the US. To my surprise, the girl told me that even though they have the part, she could not sell it to me because they only cater if I bought that thingy in Malaysia. I was shocked and asked her, why is that so? I just want to buy the part and I’m gonna fix it myself and if you don’t sell that part to me, where can I buy it? She responded by saying she does not know. Still trying to control my patient, I asked her politely if she could ask her supervisor because maybe he or she can decide otherwise. She told me that her supervisor is having lunch now (it was 2.30pm) and asked me to leave my hand phone number and she will ask the guy to call me back. I asked her can you call the guy instead to check as I came a long way from my house just to find the part. She was so persistent on her supervisor is having lunch now and refuse my request to call that guy. She told me to go window shopping or something at the nearby shopping centre and wait for the call. Wow! So, since I'm not a confrontational guy, what else can I do other than waste another hour or so waiting for that guy to call me.
Well, end of the day that guy did call me, asked me to come back to his office and sell me the part.
I should be happy right? Yes, I am happy. And no, I am not really happy somehow. This is because for some reasons, I look at the entire episode differently.
I asked myself can I get away if I treat my client/customer the way that girl treated me here in my office. The answer would be, Hell no!!!
I should be happy right? Yes, I am happy. And no, I am not really happy somehow. This is because for some reasons, I look at the entire episode differently.
I asked myself can I get away if I treat my client/customer the way that girl treated me here in my office. The answer would be, Hell no!!!
If I did that, next thing I know, I would have been plastered in the next day newspaper at the complaint forum by saying macam nilah gomen office, lembab la, tak reti buat kerja la, suka pergi minum la, kuat tidur la, tak kreatif la and so on. And after that you will have some of the newspaper editors or their writers adding this 1970s example bla bla to show how lembab us work.
As I know it, nowadays Government Officers went great length to try to assist or satisfy the customer’s need, well, at least I know that’s the case in my place. If I take the above example, majority of my colleagues will definitely call the supervisor to get his approval because this is a simple matter rather than turn him/her away and we pride ourselves in taking that extra mile.
I guess these kind of situation happened in both private and public sectors. It is just that gomen bashing is a favourite pastime all the time. If you don’t believe me, try calling all those so call hotline for companies, banks, airlines etc. Berjanggutla baru nak dapat cakap dengan orang!
