This article appeared in The Star on Monday, 6 June 2011.Written by Soo Ewe Jin in his Monday Starters column, I find him one of the most non controversial writers in The Star. He writes about normal daily lives and stays clear from controversial topics unlike some of the others. He writes from a very grounded perspective and that is why I find his columns rather appealing to read.
Anyhow, I suppose this topic will be strike quite close at heart to most. We have definitely find ourselves in this situation countless times. While he has raised good points, I just want to add a couple of points of my own.
If business have proper avenues for us to make our complaints or comments, then it may be easier for us. Have you tried to do this with any large corporation? It's so frustrating. In addition, if the frontline staff, whether new or old do not seem to care, it may ignite our outburst just out of frustration.
However, I agree that we should cut some slack to them provided they know their mistake and take initiative to correct them. I fully agree that some use their high and mighty positions to make life difficult for the staff due to their huge egos.
His article is reproduced below.
WHEN things go awry, it is human nature for us to lash out at the person on the frontline. I have seen many instances of people getting angry with the waiters when the service is not up to mark. Or giving the cashier at the hypermarket a mouthful when the bills don't tally.
In this modern era of virtual customer service, whether by phone or online, many also rant and rave at the unseen and unknown person at the other end of the line only to realise at the end of it all that they shouldn't take it out on that poor individual.
I was recently at a restaurant where the waitress who took my orders got it all mixed-up. But I could see that she was new to the job, and obviously struggling to get it right. She needed encouragement, not criticism. And, as the rabbit Thumper said in the Disney animated classic Bambi, “if you ain't got nothing nice to say, don't say nothing at all.”
Let me give an example of how a complaint can have consequences. I know someone who runs a high-end shop who related to me how a customer, a man of some standing, came to his outlet and was served by a fairly new worker who was still learning the ropes. He was not pleased with the service and so he called up my friend to tell him so.
So what did you do? I asked. He was still on probation, so I fired him, of course, he replied.This was some years ago but the impression it left me is that many employers are not exactly sensitive to the welfare of their frontline staff. When there is a situation, they tend to operate by the maxim that “the customer is always right”.
I do not like poor service either but when you consider that those who serve at the frontline have to deal with so many different people in a day and handle difficult and irrational requests at times, it is good to cut them some slack.
We have to make a distinction between poor service and unethical behaviour. Certainly, if a frontline staff is demanding a bribe to get things going, he or she should be reported. But if it is just a case of you getting iced lemon tea instead of Earl Grey, or being offered chicken breast instead of drumstick, surely there is no need to make a hue and cry over the service.
Some of you who read this column work in the front line. But all of us, no matter what position we hold, have to deal with frontline staff on a daily basis. Whether it is the bank teller, the toll attendant, the customer relations officer, the restaurant waiter or the civil servant, it is good to remind ourselves that everyone is entitled to a bad hair day.
And let us also apply this same principle to the unseen workers who work in our offices, getting things done right in the background all the time. They probably do not get a pat on the back for 99% of their work, so go gently on them if they falter on the 1%. To err is human, to forgive, divine.
Until the next time, cheers.
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