I was at Giant after work to claim the cash that we have paid extra the night before. The cashier has accidently scanned the bar code of a packet of XXL white prawns twice. It didn't cost much but part of my objectives being there was to see how effective the customer service department work...
I reached there and was immediately greeted and assisted. After listening to my explanation, the officer there was apologetic and told me to wait for they have to view the recordings to check. I was asked to wait for 15 minutes. I said fine and stood at the counter observing how the others worked to kill time.
As I was waiting, I witnessed how the person-in-charge of the customer service counter managed an elderly customer who placed a complaint on the different price charged for a carton of drinks she bought. All the while, I only heard the elderly customer showing her anger and demanding to see the manager, when the person-in-charge was listening quietly and patiently, as cool as a cucumber, to her. She had to listen to the old lady's nagging as she was not given any chance to speak. The moment she tried to explain the procedure in order for the elderly customer to claim her money, the old lady shouted at her. This happened for a few times and she even called the person-in-charge "a f**"(!) and demanded to see the manager.
The person-in-charge listened quietly and tried to pacify the customer by telling her that they would return the difference. Efficient enough, after a few seconds, she came out from a small room holding a few notes and a piece of document for the old lady to sign. After that, she left, still grumbling under her breath.
After the whole drama ended, it's finally my turn to get mine. I thanked and complimented for the person-in-charge's patience and the others for a good job done. I was also very glad that I didn't act like the elderly customer. Did I mention that the old lady didn't even utter a word of thanks?
They understand the policy of customers are always right but can't the customers/consumers show their courtesy to the people at the customer service counter in return? After all, do we enjoy rice (making demands and raising our voice) and expect them to enjoy broth (giving them a hard time)?
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4 comments:
hi mdm, can you explain more in the term 'rice' that you use in this article. Is it an idiom? so can i say like... "do you enjoy ricing at me?" (well, it sounds weird though)
warid. B.Ed TESL year 4
It's normal in Malaysia
We should thank the people who apologize to us. At least, they know what they do wrong and try hard to please us. To admit mistakes and apologize can be the hardest thing anyone could do. Moreover, it was just a mistake and they don't mean to commit one.We never know when we make mistakes and when the time comes, we know how much we regret for making the mistakes and are detemined to fix it (if we are responsible enough)
All in all, the lady's action has killed:
1. courtesy
2. responsibility
3. honesty
herryan: you are right with your points but sigh, this is the true picture of certain malaysians.. we have to try our best to reduce such living beings with such attitude..
karyabator: as far as i know, 'rice' is a noun. what i have mentioned in my article is actually an idiom i use in my chinese dialect. rice (nasi) is always more filling than broth (bubur air). as in well-to-do ppl will always have rice (nasi) for their meals but those who are not so well-to-do, they would make broth (bubur air) out of the little rice (beras) they have.
oh now i got it hahaha
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