We are celebrating our Independence Day today and it brings me to my “Sibika at Kultura” days in Bernardo V. Closa Elementary School. It was quite inspiring how our teacher relives the story of our heroes that fought the battle to achieve independence from the Spaniards, Japanese, and Americans. It was the years of molding us to become better citizens of the Republic of the Philippines. I believe politicians should have the same spirit as our heroes who won the battle for independence. This is just a thought, no pun intended.
I do not put a general term that everyone who works for the government has the same attitude in accommodating their customers. I have my own experience while getting a drivers license, updating my tax code and Philhealth forms. Most of them were not as pleasant and I know some of my readers can relate. There is no greeting when you approach the counter, there is no hint of non-verbal nods and there is no eye contact.
Eye contact makes your customer feel that you are listening or eager to help on their concern. It makes them feel that you are paying attention because no customer would want to repeat his concern over and over again. This gives them the impression that you are a lousy customer service officer. By the way, even if you are a license processor or document processor, and you are interfacing with customers - the bottom line of your job description is “customer service”.
We are known for our Filipino hospitality and the courtesy that cannot be matched. As soon as you stepped-in a government office, you expect a long queue of waiting customers, some are irritated because the office looks like no improvement since the Japanese era, tellers are already having a bad day as if they are not properly ventilated and the line seems like moving one hour per customer like they are still using the typewriter. Thanks God! Our government offices were not tourist spots, because we would be known for what we should be known for.
Another sad thing is, when it is already your turn, you get the unpleasant face of the teller as if he regrets being there on that counter. Here is a piece of advice for you. If you feel that you are not happy in your job, you can always tender a resignation and stop the Calvary hill drama of your life. You could not find a single justification that you have to vent your vexation towards the people who are waiting to be served. After all, if it weren’t from the taxes collected from the same people, you will not receive your (sometimes late) salary.
This is not a joke. Customer service is not an easy job. Serious organizations send their employees to trainings and workshops because this is the core of their existence. A generous budget allocation is poured into programs like this because they know that empowering their employees will give them a better return.
I am wondering what happened to the Civil Service Commission campaign on the same topic. http://excell.csc.gov.ph/cscweb/MMOUweb.html It was the best drive that the government initiated and should have been financed well. What if they come out with something like, the most number of complaints will not have salary incentive and a monthly evaluation on their performance. They need to put some metrics because the people deserve the right treatment and not the glare, smirk or irritation.
We have a very few government employees who are very accommodating and true to their calling. If not, some of them dwells on the “fixer type”, while the others work on the extra amount from the customer. Really sad that up to now, we still have them in their post and most likely some of them are excited to celebrate Independence Day or receive retirement package. I am wondering what are the memories he will have when he step down from that post. Most likely, he will miss the days of acquiring wrinkles.
If you feel that you are no longer happy with your job, then you must declare your independence day. You cannot forever treat people like that and the sad thing is you might encounter something larger than the person that protects your job.
For all the government employees who greets their fellow citizen at the counter with the warmest smile and gives an efficient service – Mabuhay ka! You are part of the real deal in celebrating Philippine Independence. You exemplify the true Filipino hospitality and KUDOS to all of you.
Philippine Independence is not always the history, the president’s speech and the whole day activity at the Rizal Park. It should also tell us the story after the declaration of our independence, that we are a nation of good people serving our people in the unique Filipino Hospitality.
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