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Malaysia Insider

Malaysia insider

Service 'in a while'

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Customer service seems like a pretty simple concept to me: find a customer, give them what they want, smile. Seriously, it couldn't be simpler.

Why then does it seem to fall down so miserably in Malaysia? The people here are intelligent and kind — two qualities that should see Malaysia leading the world in terms of customer satisfaction. And yet when I wait for a repair man who's booked to arrive at 10am, I know I'll still be waiting come 10pm.

Last Wednesday I took a day off work to have a new telephone line installed. I was told to expect the phone company's crack line-fitting team at 11am. This slipped to 2pm, then 3pm and 4pm. But I stuck with it because every time I spoke to the telephone man he gave me the same assurance: "I'm just five minutes away."

He eventually, came round at 8pm. Of course, I could have gone to work and arrived home by then, so I'd taken a day off for nothing. I feel I should be compensated for that.

I want to see Mr Telephone turn up at my office in a wig and a depressingly large amount of padding pretending to be me for a day while I head to the beach and actually enjoy a real day off.

Have you experienced the 'service in a while' mentality in Malaysia, or in other parts of the world during your travels? Tell us about it.

User comments
Last year I took my family back to Malaysia for a much needed holiday and some serious makan-time! I had been away from my motherland for several years so I was looking forward to being treated well. Malaysia, once known as the land of smiles was everything but. I didnt get many smiles from shop assistance, when asking for money or giving change...nt a glance was given nor a smile...the money was just slapped into my hand. When asking for something in a shop the usual response was "Don't have" no smile no "sorry".....I think I shall be taking my custom elsewhere...like Thailand and Singapore...I will always be greeted with a smile and thank you there.

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