I do believe that we should raise more awareness on common courtesy as well as respect among individuals.
I received a recording (customer call made to the Astro Customer Service Center) from an unnamed source and it seems that some people in general have absolutely no sense in expressing a complaint in a civilised manner.
The level of hypocrisy shown is atrocious. The complainant (a woman) actually kept stating that the customer service person answering has terrible spoken English when in actual fact her own level of spoken English wasn't to Oxford standards so to speak.
It was a 23-minute long call and it has served to enrage many of my peers due to the level of abusive demeanor displayed by the complainant.
If the customer service person initiated the mistake and that has caused the customer to react adversely, it is wrong. In fact, it is an arguable case.
However, the complainant was screaming from the very beginning. And she was simply uncooperative. Not to mention the incessant threats.
She did not realise that if the customer service personnel knew his rights, she would be in serious hot soup. I personally do not condone screaming at the customer service person or a front liner for the following reasons.
1. I understand what they go through. I used to be on an IT Helpdesk and I had my fair share of angry customers. But I somehow got by (phew!)
2. Screaming at the front liner who in 90 percent of the cases actually depend of other tiers of technologists for support is simply wrong. (It is not their fault.)
However, the system may messed-up, the processes can be messed-up but to scream at the guy is not right.
3. Whatever happened to common courtesy? Don't you think that when the person is treated nicely they would actually go the extra mile for you?
4. If there is no cooperation, no amount of screaming is going to make anything better.
I could come up with a 100 more reasons why I do not condone such behaviour, however I believe that this awareness should be spread out to our Malaysians.
No. 48, Jalan Kemuja, Bangsar Utama 59000 Kuala Lumpur, Malaysia.
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