Venting your anger on a customer?
I was in Genting casino with my parents over the weekend (I visit Genting once every 5-6 years. LOL). And to be honest, none of us know how to gamble. We ended up spending some time in the slot machine (the confirm-you-will-win-nothing game). But the slot machine we were using broke. And 3 of us were clueless of what to do.
So we approached the staff on duty.
Lim (my dad) : Sorry, can you help me to see the machine. Seems to be broken.
Staff walked straight to the machine, nearly banging my dad and without a smile, without a word.
Staff : (without a smile and in a rude tone) Minimum RM 10.
Staff opened the machine with a key and brute force. And returned the RM 1 to us.
Alvin : Aiya, they should’ve placed a “min bet RM 10″ sign there.
The fella ignored me.
Lim : How can we get the RM 2 balance out?
Staff : (without a smile) You need a card.
Lim : How can we apply the card then?
Staff : (extended his hand, without a smile again) Where’s your IC?
At this point, I was completely pissed. 5 minutes later, he returned.
Alvin : Friend, what’s your name? *looks at tag*. D*****n right? Okay.
Lim : Young man, mind your attitude.
Staff : What did you just say?
Lim : I said, mind your attitude.
And after that, he became better. :T
It’s funny how such a big corporation can allow its employee(s) to be so rude. I do know that some customers are pretty screwed up and only find troubles but no matter how angry or frustrated you are, you must never vent it on the customer. Do that, you get to enjoy for a while and you might also lose your job. It’s a big NO in the service industry.
Patience is the keyword here. You can go on and curse behind the back as long as you want, but when facing the customer, you have to keep your temper in check. Call me two-face or whatever, but that is how things work in the service industry.
Sadly, in Malaysia, we do get a lot of rude customer-facing employees…..and some pretty brainless ones too.
p/s… and i approached 2 casino employees to ask something in English. They told me they cannot understand English. Hmmm….
Try Singapore and Hong Kong. You get pretty much the same thing, lol..
In fact, I think the only Asian country where people seem genuinely courteous is Thailand and you’ll be surprised, parts of Indonesia.
I dunno about Genting but sometimes, employers have a problem getting enough staff at the wages they are paying so tolerating rude staff is a lesser evil than having no staff. I see this happening especially in Hong Kong. My solution as a customer is simple. I don’t go back to establishments that piss me off.
Luckily I did not encounter this kind of situation when I was at Genting.
Jayce´s last blog ..Traders from far away…
@ Damien
Happens in Singapore too? :O HK, i can imagine since HongKees are pretty rude :T Experienced that in London. But Sg? :O
Thailand folks r very very very courteous. Indonesia…erm…definitely not in Jakarta.
Actually, i don’t go back to those businesses which pissed me off too. And for some, i don even wanna invest in them. LOL.
@ Jayce
Mmm, lucky u. But one thing for sure, there are a lot of leng luis. hahaha
well , maybe he had a bad day , he just broke up with his chick , his mum died , his dog died or something..
lets say you’re a business owner and you have over 100 workers working under you
how to control this kinda things lah ? no matter how hard you try , there will be one or two rotten apples in the basket.
gapnap´s last blog ..Dulan..
@ gapnap
If you’re a business owner, you only control the few managers under you and they control the rest. You don’t expect urself to ctrl every single person in the company. It’s impossible. I know it’s hard to control but that 1 or 2 rotten apples might ruin your company’s image for good. And in client-facing or service-oriented business, it can be very very bad.
Also, no matter how bad a day u have, that’s your problem, not the customer’s. If you are having a bad day, do u go to your boss n scold him? No right?
I met a lot of this type of people not just in Malaysia but also overseas. I think U.S. is better in general? At least this is how I feel…
@ ChampDog
Hmm, maybe parts of US. I think Europeans tend to be more polite…somehow.
U.S ? what ?
Americans (big city) are super racist wei
gapnap´s last blog ..Dulan..
I guess everywhere is about the same and it depends whether you have met them or not.
@ gapnap
Mmmm actually a lot of racists everywhere
@ ChampDog
True true. Actually I find that ppl in rural places…or those undeveloped countries, tend to be friendlier towards ppl fr other races. :T maybe they don hv any bad influence or painful experience to relate to?