I'd like to point out a typical instance of bad customer service to support my observation. One time I was in line waiting to pay the goods I got from a department store. After a while, like around 5 minutes, I noticed that the line isn't moving at all so I took a peek at the cashier and wallah! the girl is animatedly talking to another cashier about last night's soap opera. Now, in her defense let me state that she's also punching in merchandise while having this discussion and unfortunately the customer upfront has a lot but still, aren't those suppose to be topics for coffee breaks? Oh and did I say that when I, at last, was next in line this girl gave me and I'd like to think everyone else the grumpy look due in part to the fact that their conversation was cut short by a passing supervisor.
Customer service at local government offices is even worst. Getting a business permit is a nightmare, applying for a driver's license is a never ending line after line of completing requirements, getting an NBI clearance is a minimum 3 hour waste of time and that even happens on your luckiest day. If you need anything done at SSS you have to be there an hour before it opens so that you can make the lunchtime cutoff and hopefully go home before 3pm.
Not everything is a sad story though, I recently had to apply for internet access in a leading broadband service company and preparing myself for the worst I ate first at a nearby restaurant since it's almost lunchtime. I went inside, got a number, waited for no more than 5 minutes (they have quite a number of efficient representatives), ask a few questions, filled out a form and that was it. The whole thing didn't even take 30 minutes. I was actually afraid at one point because the lady needs a photocopy of my IDs so I thought I have to go out and look for a copier but again they surprised me by doing it themselves. They have a copier by the way so you might say that's no big deal but still, the fact that they have one means they care for their customers which is more than what I can say for public offices where you have to go back and forth only because you forgot to photocopy a lousy certificate of residency.
Sad as it may seem I believe that there's always hope for a brighter future. So, if anyone of you local officials are reading this you may want to review certain processes in your jurisdiction. For one it's common knowledge that on average, government employees only spend 4 hours in actual work while the rest of their shift is spent walking around, mingling and possibly drinking coffee too. We can definitely do a better job in this regard lest we want to lose the respect from our very own people. Maybe, it'll be a good idea to buy a copier after all.
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