SERVICE

Check out the letter below published in TODAY's newspaper. It's really sad that nowadays, even though service expectations are even higher than before, the customers are even nastier than before as well. It was such a vast difference from a couple of years back when I was working at Golden Village and Isetan.

Of course, there are a rare few who do appreciate your help and assistance, the number of which one can count on one's hand.

I've more horror stories like the one related below to share, but I guess this is not the time and place. I can only appeal to you all out there, who are all customers in one way or another, to please bear with service staff as we try to serve you to the best of our abilities - and I must add - treat us with respect, we're humans too.

-------------------------------------------------------------------------------------------------

This appeared in TODAY's newspaper - 26/03/08.

VERBALLY ABUSED
Wednesday March 26, 2008

It is hard to respect a customer sometimes, says service staff
Letter from Mohammad SADEQUL HUQ

I am a student who works part-time as a cashier at the Ikea store in Tampines. As a customer service staff, I have always been told that the"customer is always right and we should value and respect our customers". I believed in that phrase until March 20, when I had an ugly experience with a customer.

I was scanning in two swivel chairs for a customer when the system showedthat each chair was priced at $228, but she insisted that she would only pay $168 each, as stated on the price tags. She then started hurling vulgarities at me, with a particularly offensive word used at least six times. I told her that I would consult with my supervisor as I did not have the authority to override the system.

While I was on the phone with my supervisor, she started again, saying: "I went to the stores in Australia, Germany, Kuala Lumpur. Everywhere is the same. Messed up."I responded by saying: "Madam, maybe it's our mistake. We are trying to resolve the matter ..."At this point, she started hurling more vulgarities at me.

When my supervisor and duty manager tried to tell her that if she paid $228 for each chair, the company would in turn refund her $50 for each of them, she started her verbal abuse again. During her tirade, she claimed she was a dentist, which means she is well-educated. To me, that makes her behaviour even more shocking and disgraceful.

I really hope customers don't lose sight of values such as basic human courtesy.

Visit TODAYonline website at http://www.todayonline.com