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I have called restaurants, paint stores, hardware stores, hand phone stores, computer stores, furniture stores, even a doctor’s office and even cold storage in Ipoh. Even when I call back the second or third time it is the same thing: “hello”. Now I can expect one or two people to make a mistake but to happen each time I call back. Is it just laziness to mouth a few extra words, is it just plain out right unprofessionalism or is it some sort of cultural thing. When a customer calls a company they want to know they dialed the right number. I have even started trying to act like them when I do it; here is an example of a call the other day:
“Phone rings “
Store: Hello
Me: Hello
Store: silent
Me: silent
Store: Hello
Me: yes, hello
Store: umm yes?
Me: hi
Store: yes, you want something?
Me: I am trying to call cold storage
Store: yah, this is
Me: this is what?
Store: This is cold storage
Me: why didn’t you answer the phone like that instead of saying just hello?
Store: oh like that?
Me: yes!!! Exactly “LIKE THAT!” How else would it be “LIKE”?
Store: oh sorry la…
First you have to understand that since when they were kids the first word to say when they pick up the phone is to say Hello. They proud of that first English word they learn. After that is just a blank to them. They are not thought to ask due to rudeness. Your wife should have told you. We North American are different. We are more out spoken and chatty. Also we teach our employees how to answer telephone.
ReplyDeleteDo you realize that the older folks speak better English then the younger one. This is so due to the third generation were educated in Malay. I was the second generation Malaysian that have a chance to be educated in English. The first generation was after the second world war and when Malaya was independent from Britain. Few folks speak English. Half of the second generations were educated in English.
When I was in Malaysia last year I have to teach most of my managements how to answer telephone and enjoy their day off lol. Most of their friends are colleagues. Even when they have off days their no one to hang out because their friends are at work.
By the way I was born in Malaysia but live most of my life in CANADA. Love your new President. He is tight with CANADA. VIVA OBAMA
My wife even hates it and thinks it is very rude and unprofessional she has also made comments to me about it. The fact is, that the businesses "should" have taught or told their employees how to answer the phone in the proper way while at work.
ReplyDeleteI have been have been here for 10 years and yes obviously I have noticed the older generation does speak better English, however that is an excuse not a good reason. They are still adults and common sense does dictate that you answer an office or company phone in a certain manner. You would think Cold Storage's management in Ipoh and also a doctor's office would teach their employees that simple thing, so when I do see this happening I am left with a certain impression.
By the way, I do not believe an employee is "trying" to be rude, what I was saying the act in itself is rude and it is rude and unprofessional. I do not believe the employee is being lazy either, I do however think they are being a bit unprofessional.
You are definitely right. No argument over that. People need to change.Cold Storage is a badly run company. They have been loosing money every year.Badly train employee is one of the reason.Well you can take up the task to teach them. No harm in doing that.By the way in Malaysia retail employees are never train properly. When you are hire they throw you in the hole and you better learn fast or get fired. Even they learn fast they will miss out the information about the products. Never ask about advise. Most of the time will be wrong.At least they honest to reply I do not know.That is the common answer you will experience. You see they are not taught to be curious and try to investigate. That is why they need structure society. The leader,captain and soldier.
ReplyDeleteSo how do you like retiring in Malaysia?. Half of my heart want me to be there the other half I love British Columbia, Canada.I try to retire since I came back from Malaysia June 2008 with no success.It is not about financial.What I spend a month here I can spend luxury in Malaysia for a year lol.At present I just do some part time job just to pass time and waiting for summer. At least in summer I can do a lot. The weather in BC is getting mild now.Plus 5-10 Celsius.Have fun and enjoy yourself.
Actually I'm not retired, I am 41 years old, moved here from Moscow, Russia in November 1999 to be with my wife who at the time was my fiancé.
ReplyDeleteI do know what you mean; when I first came here I went to work for two locally owned companies in it as their Business Director. They had no past sales report, no marketing strategies, no forecasting, and no annual or monthly reports. They just told me the names of the products and expected me to earn my income in sales tenfold within the first month. I was not even explained what exactly the products fully were, etc. I have worked in many companies and never had I had such an experience. Needless to say both companies are out of business. I now work as a COO for an international American company which allows me to work from wherever I am at.
Malaysia is a wonderful place, I love the friends we have here and it is a beautiful place. The weather is hot and humid of course, but you find that in the US also. Food is good most times but I miss the variety of choices you have overseas, the people are nice although there is also a lot that needs to change: driving habits, common courtesies, littering habits to name a few. However that is partly what this blog is about: my experiences here and my perspective on how I view events here both good and bad.