The Death of Customer Service

The customer is always right (even if he/she is wrong). At least that's what I've learned in my course of work. Anyway, with all the rising cost of living the customer is now always tight.

I can't really tell when this disturbing trend and sorry state of affairs started but back in the good old days of the 1990s Malaysia, customer service (experienced first-hand account) was excellent compared to current day Malaysia.

Picture this,

You are shopping in (any) one of the departmental stores in Malaysia ~ seems that the larger the store the lower you can expect of the customer (virtually non-existent) service. As you move aisle to aisle you see some staff of minimum 2 (of course), although the numbers may increase, chatting and oblivious to your presence. Worse of all is that when you make your way over to their "circle", they don't stop. It doesn't matter whether you need assistance, attention, or even to make your way past them. They just will not budge! After you have politely excused yourself and uncomfortably squeezed your way through, and tearing your RM299 shirt on a protruding price holder along the way, you come across another 2 staff walking side by side meeting you head on. Instead of allowing the customer to pass by giving way, they make it their right of way by ensuring that either the customer gives way or is roughly brushed aside. And don't forget the idiotic tags that some staff may be wearing; ie. May I help you? My name is "Ungrateful" (example), Please tell me if I do not smile or greet you?. Waste of time, really.

Just what has come over us? Why is there such an obvious downward slide in the Malaysia hospitality sector? Is customer service dead? I'm sure it is.