Dear Editor,
It is called ‘Customer Service’ with a recklessness that makes nonsense of the true meaning of the concept and actual practice. For generally the functionaries represent too low a level of the organisation’s job hierarchy. In fact they constitute a misrepresentation with whom customers must conflict in exasperation.
But there is the higher level version called ‘public relations’ in which, if at all trained, its ‘relators’ are taught to apologise however inanely, for the malfunctions of the employer at one time, and on behalf of particular employees at another.
What the former appears not to understand, that in the local context, these two prominent exercises are actually eminent projections of the quality of management’s decision-making.
In public sector organisations, particularly where decision-making is guided by statute, the lack of interpretive skills is palpable. Embarrassing examples are observed in the Guyana Police Force for instance, and where the descriptor ‘Force’ remains preferable to that of ‘Service’. Unfortunately little attention is paid to the word ‘force’ which subliminally misinforms the behaviour of the uniformed actors on the street and at the door. More attention needs to be paid to the psychological impact of ‘force’ as a substantive ingredient of the work ethic.
The first reason for heightened concern is the quality of recruitment into the GPF. It is difficult to reconcile the filling of vacancies with the educationally vacuous uniformed personnel complainants encounter. That too often the victim of the crime may be similarly disadvantaged only serves to compound the futility of the interaction. It can even be a more disabling experience where an obviously raw non-discriminating recruit is armed with a gun rather more for offence than defence, further ‘reinforcing’ the psychology of ‘force’
In this context it was frightening only to witness last week four uniformed ranks, each with heavy automatic weapons, surrounding one vehicle with a single driver. Was that person suspected to be such a dangerous target that he/she could only be engaged with heavy weaponry? Should the situation have ended explosively then Public Relations (probably armed) would have uttered an educationally bereft explanation-at least to one witness.
In terms of ‘customer service’ there is the recent traumatising experience of a senior Guyanese remigrant of only months in residence, whose total collection of personal and bank identifications and other valuables were grabbed from her (by a Christmas Shopper?)
Reporting the incident to the Ruimveldt Police Station the ‘Customer Service’ delivered short shrift ‘We short staff’ and therefore could not bother with a blatant case of robbery, much more understand the total state of disorientation being experienced by one who had left, more than twenty years ago a Guyana that was more attentive, cooperative and supportive (even without ‘customer service’); and when Christmas shopping was considerably safer-such a contrast to the environment to which the collection of positive memories inspired the relocation (transformed into dislocation)
But nevertheless here to stay and live with ‘customer service’ and ‘public relations’ albeit enforced.
What an attack on one’s spirituality!
Just imagine starting a career with an unaccustomed automatic weapon strapped to the waist; yet being unable to report in writing should the weapon be misplaced.
Yours faithfully,
(Name and address supplied)
