Please be precise Sir/Madam

Ironman is detail-oriented man.

What manners really mean in this at this era?

Even being patience for little things is already hard.

In every form of business and services, rule number one is to be “fast and efficient”.

There is nothing wrong of being fast especially in the customer service field. But, they also do have a parameter that measured how fast we are to serve our customer. Patience is another challenge in customer service. Because people hate to wait in a queue, but people love when we work fast and smart.

Besides that, people do love “precise information”  as they’re assisted by the professionals.

As what I’ve learn as a child, being precise starts with small things that most of us does in daily activities. One of it was, how deeply understand are we about something we ought to search for. Being precise is when you start to be alert of something might be important that may have involve with what you’re doing. Ie: assignments, projects, events etc.

You should start it with a pen and a notebook, if you’re forgettable kind of person.

(Taking notes is a good practice, but listen is also part of how vital gaining precise information was in this line.)

So, my story for today started from, my mom woke me up to renew passport.

It’s 7.50am as I grabbed my phone after I talked to mom. Great, it’s still fcking early, and I asked myself why in the middle of my sleep I still need to wake up early and do something that was arranged on Monday morning. (I repeat, Monday Morning.)

Mom insisted to renew all passport today, so we can chill at home on Monday. You know that lazy attitude holds around you on your long leave routine.

I woke up, noticed my back bone pain is coming back, showered, dress up and leave the house at 8.30am.

Mel’s face was furious. She hates Sunday Morning activities. Siapa suka bangun awal pada hari ahad lah?

We reached UTC and take tickets to take turns from our numbers. From this side, I can see that, there’re less people in the units. Which is a good thing, because the last time I did at my hometown. It took the whole day to finish everything. (7am-4pm like ftw, hence the queue was long even before 7am. CRAZY RICH PENANG LANG).

Renew passport is normal. But the procedure, you think people can remember what to do? Of course we still need to ask the officer because we go there like once in 5 years. Come on lah, even general election, we still look for “How to vote” video via youtube. Betul tak betul?!

We were told to fill in the form, handed to the first counter’s officer and wait for the number to be announce. The waiting time is acceptable for the first step until all of us need to take a new photo for our new passport.

When it was my turn, I was told to remove my contact lens (even the transparent one SERIOUSLY) before take a new photo. I thought it was the coloured one unallowed. But unfortunately, I still have to take it off. Fcuk, but thank god the female officer provide me with an empty contact lens container and the water solution. Satisfy with this, I thank the female officer and leave towards the waiting seat for the next step- Payment and Receipt.

The next step, we were told to make payment at Counter 10. So everything is done, except we were told

Lady Payment Counter 10: “Duduk dahulu Cik. Lagi setengah jam baru kita panggil dekat counter 9.”

Me: Ikut nombor atau panggil nama?

Lady Payment Counter 10: “Ikut nombor…Cik duduk dulu ya.”

Me: Ok.. – was holding the receipt and i/c together clipped with the ticket number given.

So…

We wait almost 1 hour… But something suspicious going on around here.

Our numbers XX71; XX72, XX73 was not announced since  45 minutes ago.

BUT…XX70; XX75 was called.

I felt weird. Mom as well. It’s been 45 minutes and the counter said ½ jam only to prepare new passport.

The 3 of us discussed and Mom decided to go and asked what the actual fcuk is going on.

MOM: Excuse me… Kenapa nombor saya sampai sekarang masih belum dipanggil? Sudah nak dekat 1 jam saya tunggu dengan anak-anak saya.

LADY COUNTER 9: Puan sudah letak resit puan dekat bakul merah tak?

Ok Tell me where does it say "Put in the red basket at Counter 9?"

I'm not blind, but are you??

MOM: Kalau saya sudah tau awal. Saya sudah lama letak…Tapi takde orang bagitau saya pon.

Kata lagi ½ jam siap….KENAPA TAK BAGITAU SAYA MASA BUAT PEMBAYARAN DEKAT COUNTER 10 TADI?

LADY Counter 9 : KENAPA PUAN TAK BACA DEKAT KETAS RESIT TU..KAN ADA TULIS COUNTER 8 OR 9..TAK RETI NAK BACA KE???!!! -the naik angin mood begins.

#rolleyes #angrybirdface

MEL : KURANG AJAR LA AWAK CAKAP MACAM NI!!!!

MOM: SAYA TAK KISAH LAYANAN BAIK BURUK SINI, TAPI YANG PENTING, KENAPA KAMU TAK BAGI INFORMASI YANG BETUL??? 

TUNGGU ½ JAM DENGAN LETAK KERTAS RESIT DALAM BAKUL MERAH TU KAN TAK SAMA?? BUKAN KE LAIN INFORMASI NI??

(While this conversation is going on, I see a  man in his 40’s, with a  face mask, started to give instructions to other customers  to place their receipt at the red basket near counter 9. He felt guilty. He knows is already wrong but still act innocent. Meanwhile, I give a long dark starred from a far, seating on the waiting chair with furious eyes on me. All the other officers can only starred at the customers with their “Don’t-know-what-to-do” facial expression. TOO GUILTY?)

LADY COUNTER 9: Silent…Silent…Panic…Silent mode. (Not a single apologize but only speechless while on duty.)

The boy at Counter 8 was shakenly guilt with stressed-bulldog face while handling my passport. I did not even see his entire face as I lost interested with the service.

In the end, we slapped them with our complain, asking for future improvement and how precise information important in customer service line is especially if it involves of registering, renewing or updating any documents related.

“Senang untuk kamu, senang untuk kita. Kerja cepat habis dan puaskan hati customer. Bukan pasal lambat, tapi pastikan bagi informasi yang betul dan tepat!”

Being precise means having an eye for detail, that will let us stand out from others.

Being precise completes your work fast but also satisfy your customer’s wants.

Being precise is important in daily life no matter how big/little things are!

One small mistakes comes from a small misunderstanding of an un-precise given details.