by Klaus Doring
I was invited recently by the Goethe-Institute Manila for three days. While staying in Manila as a participant in the teacher training “Learner-centered methods for beginners” for my German language course in the University of Southeastern Philippines, Davao City, I was accommodated in the City Garden Hotel in Makati.
When I arrived last Friday at around 9.30 p.m. at the hotel, I was really tired and hoped to get to my room at the 14th floor as soon as possible. While waiting at the reception desk to check in, two other guests seemed to have several problems with the hotel. They started yelling — I even didn’t understand their concern. They really acted angry and shaken with emotion.
The lady receptionist tried to solve their problem while another lady started entertaining me — with a big smile in her face and many “Sorry Sir!”. While arranging everything for me in a very quick and polite way, I still observed “the other situation”.
The receptionist kept on saying, “Right now, I can’t help you, but we’re doing our best to solve the problem in a few minutes!” It was amazing, she kept on smiling, she kept her cool. and she kept her dignity. For a not so well-trained staff, it would have been easy to compromise company policy.
Is a customer still “king”? It’s very difficult to give an answer here. But fact is, I wouldn’t have known how to deal with a customer in such a situation. After two days in the hotel, I met her again at the reception desk. I applauded and congratulated her. Her comment: “Sir, it’s just my job!” Great lady.
Well, what’s very important? A seminar on customer service excellence, especially if one has to deal with very different people all the time — as in this case.
Patience is the non plus ultra – for BOTH sides. Not, because a customer is “king”…
Suggestions, comments or questions? Email me at doringklaus@gmail.com or follow me in Facebook or visit www.germanexpatinthephilippines.blogspot.com.
