Thursday 28 June 2012
Last Update 29 June 2012 3:58 pm
YESTERDAY I went to get my mail from the post office. There was some registered mail so I had to go to a special office to pick them up. When I arrived there I was surprised to see the long waiting line ahead of me. It took me about 30 minutes to get my mail; and when I tried to know the reason of the delay, I was more surprised by the attitude of the sneering clerk telling me that I was lucky not to wait for more time than that.
It is becoming the norm nowadays to be met with this kind of anti-social behavior in many of our governmental organizations. People stopped hoping to be served with a smile and kind treatment, lit aside having a swift and speedy process of their transactions. Their aspiration is to find a relative or a friend to help them in this ordeal, or to wish for a privatization solution to end their continuous hardship.
The matter becomes more bizarre when you see the same anti-social treatment transcending from government agencies to large corporations that are supposed to have customer satisfaction as their main concern. Banks, insurance companies and other major services business are neglecting the human handling factor and only concentrating on end of the year revenues.
Maybe that’s why when a major local bank fired around 10 of its employees last week it became the focus of people’s frustrations on social media. Although the dispute was on labor matters concerning the demands for better pay and work conditions, the social media campaign went on to discuss the dysfunctional system of mistreatment of organizations to their employees and customers.
The discussions went on to campaign a boycott on the bank concerned, but other views refused to single out one organization and concentrated on finding a solution for the maltreatment problem in both public and private sectors.
There is clearly a growing dissatisfaction of anti-social behavior that is associated with the services departments in many of our organizations. The lack of attention to the customer is due to deficiency of regulations protecting their right of proper treatment, and lack of concerned civil society organizations.
A Professor of Business, Peter Drucker, once said: “The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.”