World class service
“Budi bahasa budaya kita” so goes the age old Bahasa Malaysia adage. In English, that means being courteous is our way of life.
I hold firm to that belief and believe they form that basis of every Malaysians’ lives, regardless of race, culture or religious faith. In each and every diverse culture of us Malaysians, how we were brought up is pretty much the same. We were taught by our elders to be mindful of our bahaviour towards others - what we say and do to others, how we say and do them.
In fact, if we were to scrutinize each and every principles of good Customer Service, we will find that the root of all these is courtesy…good common sense courtesy.
How often had we been reprimanded by our elders when as a child, we hang around the “grown-ups” when visitors come over? Or told to keep our mouths shut and listen when a grown-up is speaking to us? To look down and stand still when we are being scolded? To bow slightly and acknowledge their presence with a slight nod when we overtake others walking slower than us, regardless of race or religion. And a classic, to let others enter a room first, start a meal, take the first helping, take the best of the lot – in other words, “after you”.
But these common sense courtesy is slowly eroding from our society in our beautiful country, specifically among those in the frontline. And why should that come as a surprise to any of us who care? Now, more often we are served by those who do not speak the same language as we do, practice the same cultural tolerance that we do, or share the same moral values as us.
Step into a restaurant and order food, chances are you will be served by a Bangladeshi or an Indian national or a Myanmar or Vietnamese. Order any of the basic and favourite dishes, nothing will go wrong. Ask for something more, you will get an “Okay” and a nod but not what you ordered. Repeat that request to someone else, same scenario. By the time you catch a third waiter, your temper would start rising. And it is not until a supervisor is called over that you find out what you asked for is not available that day!
Shop at your local pasar tani and don’t be surprised if the guys selling fish or poultry speak any one of the Indonesian dialects among themselves as they weigh your haul, process them, collect your money and hand over your purchase with a thank you that is laced in Bahasa Indonesia.
Drive into a neighbourhood petrol station and you will be swarmed by Indian nationals or Bangladeshis offering to wipe the windscreen of your car or even pump the petrol for you. And when you ask them if the latest offer is still valid all you get is a nod in the direction of the cashier. In other words, “please ask them and not me”.
Where have all the Malaysian frontliners gone to? If this is what we give to ourselves and those in Malaysia, then how can we Malaysians be rated for giving first class service?
I hold firm to that belief and believe they form that basis of every Malaysians’ lives, regardless of race, culture or religious faith. In each and every diverse culture of us Malaysians, how we were brought up is pretty much the same. We were taught by our elders to be mindful of our bahaviour towards others - what we say and do to others, how we say and do them.
In fact, if we were to scrutinize each and every principles of good Customer Service, we will find that the root of all these is courtesy…good common sense courtesy.
How often had we been reprimanded by our elders when as a child, we hang around the “grown-ups” when visitors come over? Or told to keep our mouths shut and listen when a grown-up is speaking to us? To look down and stand still when we are being scolded? To bow slightly and acknowledge their presence with a slight nod when we overtake others walking slower than us, regardless of race or religion. And a classic, to let others enter a room first, start a meal, take the first helping, take the best of the lot – in other words, “after you”.
But these common sense courtesy is slowly eroding from our society in our beautiful country, specifically among those in the frontline. And why should that come as a surprise to any of us who care? Now, more often we are served by those who do not speak the same language as we do, practice the same cultural tolerance that we do, or share the same moral values as us.
Step into a restaurant and order food, chances are you will be served by a Bangladeshi or an Indian national or a Myanmar or Vietnamese. Order any of the basic and favourite dishes, nothing will go wrong. Ask for something more, you will get an “Okay” and a nod but not what you ordered. Repeat that request to someone else, same scenario. By the time you catch a third waiter, your temper would start rising. And it is not until a supervisor is called over that you find out what you asked for is not available that day!
Shop at your local pasar tani and don’t be surprised if the guys selling fish or poultry speak any one of the Indonesian dialects among themselves as they weigh your haul, process them, collect your money and hand over your purchase with a thank you that is laced in Bahasa Indonesia.
Drive into a neighbourhood petrol station and you will be swarmed by Indian nationals or Bangladeshis offering to wipe the windscreen of your car or even pump the petrol for you. And when you ask them if the latest offer is still valid all you get is a nod in the direction of the cashier. In other words, “please ask them and not me”.
Where have all the Malaysian frontliners gone to? If this is what we give to ourselves and those in Malaysia, then how can we Malaysians be rated for giving first class service?
Comments