When you are a young Jordanian man living in Jordan, then you most probably know that customer service is not really a pleasant experience. Be it the incompetent employees, or the customers who are too chaotic to stand in a queue, or try to take your turn. Not like the rest find it good. But at least, anything that is not a polite young man, are more likely to be met with a smiling face, or a friendly explanation for the inconvenience, when they complain about it.
It is, I admit, something I try to avoid as much as I can. However, this week I had to go through such an experience again (last time I had to, was a year ago or more). I was kind of worried. But then it occurred to me. Why should I take a passive role, and do nothing about it in the name of politeness? Now I do not wanna be a troublemaker. But I can be petulant about any incompetency in a "reasonable" way. And they just can not do anything about it. They will be pissed off, but forced to put up with that. I have nothing against them as human beings, but only as employees.
So I went over to this place, where I had to do something. There was a queue. And when it was my turn somebody jumped in. Now the lady sitting behind the glass asked the guy for what he wanted. I interrupted saying that he just walked in and it is my turn not his. The guy backed down. I stepped forward and she proceeded with my "transaction". She suddenly stopped and told me that she needs the approval of a senior in the company, and asked me to go to him. I went. There was a queue. It was taking too long, but that was fine, until an old man with a lady came in and interrupted the order, had their thing done and left. People saw that and rushed to do the same. I got pissed off. And as if this was not enough, I saw that customer service lady talking to the senior about a case like mine.
So I left the queue and went over to her. She did not know me at first (or pretended to). I asked her to go to that manager desk and ask him about my case, and before she could even say a word, I told her that I just saw her doing so. She was put in an awkward situation. So, she did. And it turned out that my case was kind of complicated (haha, see, I was right about doing so). She came back and told me that this will take 24 hours before being done. I left. Next day she is calling me:
She: Haitham, your transaction is done. But would you please come and take [something that is not related to that transaction]
Me: Ok [me went and did not find her. Another employee promised to help. But there was no order. I left pissed off]
Three days later, she calling me again:
She: Haitham, would you please come and take [that thing]
Me: I came and you were not there.
She: I am sorry. But it is very important that you come and take it.
Me: Important for the company?
She [walking right into the trap]: Yes.
Me [politely]: Then the company should do something about it. Why should I do your job?
She [perplexed]: No, it is also important for you.
Me [still politely]: Will, I then renounce my right in it.
She [still perplexed]: But you can't.
Me [kind of laughing]: On what basis?
She [very perplexed]: [pause for 5 seconds] Ok, I am sorry. have a good after noon.
Me: No problem. You too. (the call ended and I fall on the ground laughing like crazy)
I really have nothing against that lady. But it is only that I am fed up with this shit. So if you relate, I invite you into a new campaign, where we just try to do something about this incompetency and low level of customer service, politely. ;p
